Coordinator, Customer Service - Exports

Responsibilities

·         Creates bookings and accurately assigns rates

·         Identifies the route that will move containers from the beginning to the ending location

·         Works with the Equipment Department to determine equipment availability

·         Ensures that any and all documentation required for a shipment is received in a timely manner

·         Updates bookings when necessary and notifies all affected parties of changes

·         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 and export document preparation and release as required. 

·         Verifies that customer is in good credit standing and sends bills of lading through the accounting department to confirm accuracy

·         Issues Vessel Certificates to the customers

·         Responsible for the management of Vessel Voyage, Customs Manifest and any miscellaneous reports as required

·         Ensures that Export Customs references are submitted in a timely manner for cargo sailing of out the country. Work with GSC Global Service Center as applicable ref any Customs AEI.

·         Capture any import or export 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 and/or 2 years’ experience in the Maritime Industry or the equivalent combination of education and experience 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. 

·         Excellent written and verbal communication, including active listening and report writing. 

·         Excellent organizational skills and attention to detail. 

·         Strong analytical, problem-solving, and math skills. 

·         Proficient using MS Office, Word, Excel, PowerPoint, Teams, and other software to meet work demands.