Coordinator, Customer Service - US FLAG

Creation & maintenance of US-Government shipments with tasks in customer service bookings & documentation.

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
• Ensures the timely and accurate production and release of Ocean Bills of Lading.
• Builds and maintains an open line of communication with customer base and acts as a problem solver
• Traces Shipping instructions – provides to Global Service Center for B/L creation.
• Updates bookings when necessary and notifies all affected parties of changes
• Communicates rate agreement issues to the Sales / Pricing for resolution
• Works directly with Account Executives to assure specific customers’ accounts are handled appropriately
• Coordinates with terminal operations to assure efficient and effective handling of shipments
• Corresponds with world-wide offices to track shipments
• Tracking and tracing of shipments to ensure cargoes are received by vessel cut off – communicates/coordinates any missing containers with customers directly to ensure receipt.
• Deals directly with customers in handling of bills of lading
• Verifies that the customer is in good credit standing prior to releasing of cargo at destination
• Create and issue invoices for prepaid charges as necessary
• Works in conjunction with GSC Global Service Center to ensure that documents are prepared and delivered to customer.
• Monitors workflow to assure that documents are completed and released within specified time frames to ensure smooth delivery of cargo
• Responsible for the management of Vessel Voyage, Cargo Manifest and any miscellaneous reports as required.
• Notifies customers of missing Export Customs references and communicates applicable charges, fines
• Communicates with various internal departments to resolve customer issues
• Prepares Customs Manifests and Freight Manifests.
• Facilitates the release of cargo including clearance for in-bound moves, customs clearance in Terminal systems, notification of U.S. Customs for cargo ordered to General Order and filing Customs entry for empty containers.
• Arranges Mini Land Bridge transportation and bookings on carriage.
• Provides 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.
• Contacts customers if goods are placed on hold by Customs or Agriculture.
• Keeps proper archives and maintains files of data as required by ISO
  9002.

Conveys information clearly over the phone; expresses patience, empathy and understanding with voice alone; extracts meaning from conversations with people whose native language is other than their own; is polite when asking people to repeat; calms those who are angry and manages multiple calls effectively.

• Understands most shipping terms; can use a dictionary to find terms not recognized. Is willing to clarify shipping terms unique to a location. Understands routings, schedules and general practices of various countries, carriers, ports and terminals.
• Understands what Hapag-Lloyd offers customers and what routes, equipment, rates and services are available.
• Uses maps, atlases and other geographic reference materials. Knows where nearest ports and terminals are to customers or can use references to find that information. Knows best mode of transportation for ground transport between customer and terminal.
• Understands specific customer’s goods, shipment requirements and practices. Has an understanding of special rates which might be assigned and knows when to check with sales for possible special rate assignment.
• Uses word processing software efficiently and effectively. Uses spreadsheet software as a tool for tracking work. Uses other software appropriate to work demands and effectively applies other components of MSOffice required by the job.
• Uses questioning to identify the specific problems and related information. Logically determines approach to solving the…