Intermodal Customer Service Coordinator

6 days ago

Villa Park, Illinois, United States Matson Logistics Full time
About the Role

The Intermodal Customer Operations Coordinator is a key member of the Matson Logistics team, responsible for providing exceptional customer service and support to our clients. This role requires strong communication and organizational skills, as well as the ability to work effectively in a fast-paced environment.

Key Responsibilities
  • Customer Onboarding: Work with customers and Matson Sales Representatives to effectively onboard new business, documenting service requirements and expectations.
  • Load Acceptance: Manage daily load acceptance for customers, ensuring complete and accurate order acceptance and entry into Matson's system.
  • Order Management: Receive order requirements and specifications from customers, identifying available options and alternatives to achieve desired results.
  • Shipment Coordination: Determine methods of shipment, including container requirements, motor carrier/trucking/over-the-road (OTR) vendors, and railroad service providers.
  • Freight Monitoring: Monitor the movement of freight to ensure timeliness of freight transfers and deliveries, providing regular status reports to customers as needed.
  • Issue Resolution: Identify delays, such as derailments, detours, load shifts, damage, or other complications associated with shipments, and enact contingency plans and/or implement corrective actions as necessary.
  • Accessorial Management: Review and authorize the payment or nonpayment of accessorial charges, invoice discrepancies, and loss claims.
  • Customer Communication: Assist Matson Sales Representatives with customer communication and strategy, providing timely escalation of issues to management.
Requirements
  • Education: High school diploma or general education degree (GED) required.
  • Experience: Ability to develop solid working knowledge of intermodal transportation industry, with one or more years of related experience and/or training preferred.
  • Skills: Strong interpersonal and demonstrated verbal and written communication skills, including excellent telephone skills, with the ability to plan, prioritize, and manage multiple tasks.
  • Software: Possess a working knowledge of Microsoft Office programs or other comparable computer software programs.
What We Offer

At Matson Logistics, we're committed to building a unified team that maintains our values of trust, integrity, and reliability. We welcome diverse perspectives and people who think rigorously and thoughtfully challenge assumptions.

We are an equal opportunity employer committed to a diverse and inclusive workforce. Applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), age, sexual orientation, national origin, marital status, parental status, ancestry, disability, AIDS/HIV status, gender identity, gender expression, veteran status, genetic information, other distinguishing characteristics of diversity and inclusion, or any other protected status.

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