Coordinator, Customer Service - Imports

About Us

Hapag-Lloyd is a multi-cultural global liner and logistics company with 13,000 employees all over the globe all working together to ensure the flow of goods never stops. What does it mean to join a leading global liner shipping company? It means you’ll have access to outstanding technology and challenging job opportunities around the world. It means working for a company that cares about the environment, safety, and quality management. It means we set high standards. That’s how we’ve been setting the benchmark for more than 170 years. Now here’s your opportunity to become a part of what we do next!

About the Role

At Hapag-Lloyd, we will support the further development of your skills in our culturally diverse, stimulating environment as you help us grow our
customer base. As the Coordinator of Customer Service Import, you will facilitate the movement of import cargo and keep customers satisfied with any and all details of shipments. Provide immediate response to customer inquiries, provide timely information to Customs and the
terminals and provide paper work and electronic data to various locations.

Responsibilities

• Provide full customer service on all inbound questions including arrival information, charges due, delivery location of cargo and information on Bill of Lading and Manifest to consignee.
• Adhere to PREX, Process Excellence, as available in HIP.
• Prepare Customs Manifests and Freight Manifests where applicable.
• Collaborate with GSC Global Service Centers on import document preparation and release as required.
• Capture any import disputes communicated directly by customer or GSC.
• Review and attend to any queries presented by GSC Global Service Center regarding import cargo issues.
• Communicate with internal and external customers via e-mail and phone when additional information is necessary for a shipment.
• Facilitate the release of cargo including clearance for in-bound moves, customs clearance in
• Terminal systems, notification of
• Customs for cargo ordered to General Order, and filing Customs entry for empty containers.
• Arrange Mini Land Bridge transportation and bookings on carriage in conjunction with GSC team as necessary.
• Prepare cargo release, issue delivery orders and support customers with proper information and processes in conjunction with the GSC team as
  necessary.
• Contact customers if goods are placed on hold by Customs or Agriculture.
• Keep proper archives and maintain files of data as required by ISO9002 where applicable.
• Investigate and resolve problems.
• Communicate with Customs regarding correction letters and/or other relevant information pertaining to a shipment.
• Prepare invoices for any additional charges that may have been incurred on a shipment.
  
  

Qualifications

• Associates Degree required and 2 years’ experience in the Maritime Industry preferred
• Convey information clearly over the phone and express patience, empathy and understanding with the voice alone.
• Ability to understand and communicate with people whose native language is different from your own.
• Ability to be polite when asking people to repeat, calm those who are angry and manage multiple calls effectively.
• Knowledge and understanding of most shipping terms, routing, schedules and the general practices of various countries, carriers, ports and terminals for job assignments.
• Prepared to clarify shipping terms unique to a location.
• Understand what HapagnLloyd offers customers and what routes, equipment, rates and services are available.
• Use maps, atlases and other geographic reference materials.
• Know the nearest ports and terminals to customers or possess the ability to use references to find that information.
• Know the best mode of transportation for ground transport between customers and terminals.
• Understand specific customer’s goods, shipment requirements and practices.
• Understand special rates which might be assigned and know when to check with sales for possible special rate assignment.
• Use questioning to identify specific problems and related information.
• Logically determine the best approach to solving the immediate problem.
• Identify parties that need to be involved in tracing shipments and issues and make appropriate contacts to work out a reasonable solution.
• Proficient in MS Office (e.g. MS Teams, Excel, PowerPoint, etc.) and other software appropriate to work demands