Logistics Inbound CSR Coordinator

1 month ago

Dallas, United States HMM America Shipping Agency Inc. Full time
Job DescriptionJob Description

HMM is a leading global shipping company operating over 130 state-of-the-art vessels encompassing more than 50 sea routes to over 100 ports of call. HMM strategically collaborates with customers to develop customized supply chain solutions for dry, refrigerated and other specialized cargo.

HMM has formed a global business network of vessels, terminals, railroads, trucks and offices around the world. HMM is highly regarded as one of the world's top integrated-logistics companies with a commitment to operational excellence by our team of industry professionals and state of the art technology.

GENERAL POSITION OVERVIEW

Answer general emails and/or phone calls from customers regarding import shipments. Assist with general problem resolution issues at terminals, rail ramps and exam sites. Connect customers with appropriate internal parties if the scope of discussion requires specific expertise. Utilize multiple systems to address responses to issues/inquiries from customers. Analyze various data and filter specific information to effectively communicate customs issues. Work cohesively with other internal teams as need to service the efficient and effective delivery of cargo to HMM customers.

ESSENTIAL JOB FUNCTIONS/DUTIES

  • Answer incoming/queued calls to answer/resolve any customer issues.
  • Troubleshoot any holds/issues at terminal and rail facilities.
  • Reply to all incoming emails. Either resolving the customer request or placing in contact with the correct PIC.
  • Process Proof of Delivery requests.
  • Coordinate with LGL Truck & Rail for containers returning from Exam site.
  • Coordinate with Customer, Local Equipment and Terminal for Genset release.
  • Bill and collect Genset Fees prior to release.
  • Rebill for Exam fees and hold cargo until payment is received.
  • Monitor and answer incoming LiveChats.
  • Notify Customers of Pending General Order and Ordered to GO cargo.
  • Move cargo to General Order facility.
  • Complete all Re-Export cases within Customs and HMM regulations.
  • General demurrage questions/LFD inquires
  • Closed area & available date inquiries/extensions
  • Payment inquires related to Demurrage
  • Import invoice requests
  • Paycargo processing
  • VIP Guarantee
  • Assist/educate customers on how use/navigate HMM’s website
  • Assist Docs/Traffic teams with miscellaneous work as needed
  • Performs other duties as assigned.

QUALIFICATIONS

ESSENTIAL SKILLS, KNOWLEDGE, AND ABILITIES

  • General understanding of the transportation shipping industry.
  • Work effectively under limited supervision and prioritize workload.
  • Have exceptional computer skills and knowledge of MS Office programs such as Outlook, Word and Excel.
  • Able to multitask and handle information accurately and professionally.
  • Excellent phone/email etiquette.
  • Excellent verbal and written communication skills.

EDUCATION AND EXPERIENCE

  • College graduate preferred but not required.
  • Prior industry experience is also preferred but not required.

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