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Customer Service Coordinator

2 months ago

Atlanta, Georgia, United States Hapag-Lloyd AG Full time

Key Responsibilities

  • Facilitates the creation of bookings while accurately determining applicable rates.
  • Identifies optimal routes for transporting containers from origin to destination.
  • Collaborates with the Equipment Department to assess equipment availability.
  • Ensures timely receipt of all necessary documentation for shipments.
  • Modifies bookings as needed and informs all relevant parties of any changes.
  • Provides comprehensive customer support for all inquiries, including arrival details, charges, delivery locations, and Bill of Lading information.
  • Adheres to Process Excellence standards as outlined in company protocols.
  • Prepares Customs and Freight Manifests when required.
  • Works in conjunction with Global Service Centers for import and export documentation and release processes.
  • Confirms customer credit standing and processes bills of lading through the accounting department for accuracy.
  • Issues Vessel Certificates to clients.
  • Manages Vessel Voyage, Customs Manifest, and any necessary reports.
  • Ensures timely submission of Export Customs references for cargo departing the country, collaborating with Global Service Centers as needed.
  • Addresses any import or export disputes reported by customers or Global Service Centers.
  • Responds to queries from Global Service Centers regarding import cargo issues.
  • Communicates with both internal and external customers via email and phone to gather additional shipment information.
  • Facilitates cargo release, including customs clearance for inbound shipments and filing Customs entries for empty containers.
  • Coordinates Mini Land Bridge transportation and bookings with the Global Service Center team as necessary.
  • Prepares cargo release documentation, issues delivery orders, and assists customers with accurate information and processes in collaboration with the Global Service Center team.
  • Contacts customers regarding goods held by Customs or Agriculture.
  • Maintains proper archives and files in compliance with relevant quality standards.
  • Investigates and resolves issues as they arise.
  • Communicates with Customs concerning correction letters and other pertinent shipment information.
  • Prepares invoices for any additional charges incurred during shipment processing.

Qualifications

  • High School Diploma with a minimum of 2 years of experience in the Maritime Industry or an equivalent combination of education and experience.
  • Ability to convey information clearly over the phone, demonstrating patience, empathy, and understanding.
  • Proficient in communicating with individuals whose native language differs from your own.
  • Capable of maintaining politeness while managing multiple calls and calming frustrated customers.
  • Knowledgeable about shipping terminology, routing, schedules, and general practices across various countries, carriers, ports, and terminals.
  • Exceptional written and verbal communication skills, including active listening and report writing.
  • Strong organizational skills and meticulous attention to detail.
  • Analytical, problem-solving, and mathematical skills are essential.
  • Proficient in MS Office Suite, including Word, Excel, PowerPoint, Teams, and other relevant software.