Customer Service Coordinator

Position Summary

The Customer Service Coordinator manages Air

The Customer Service Coordinator manages Air or Ocean Import/Export shipments ensuring effective customer service, accurate shipment processing, timely deliveries and troubleshooting errors. The Customer Service Coordinator serves as a customer advocate, handles escalations and must possess good customer service skills working with their team and supervisors in the office and online team meetings.

The position is located in either the Import or Export department of “super” or “large” sized branches in the International Division of YLA.

• Follow SOPS for each customer on the correct method.
• Track and trace shipments and coordinate with steamship lines, freight forwarders and CFS on the availability of imported shipments
• Arrange with trucking companies the pick-up and delivery of freight
• Act as the primary point of customer contact in the assigned account:
• Primarily responsible for providing effective customer service for all internal and external customers by utilizing in-depth knowledge of operational (import or export) processes.
• Manage customer relationship in assigned accounts.
• Proactively provide shipment status and notify customers of any delays regarding arrival, delivery or dispatch of shipments.
• Ensure Standard Operating Procedures are available for each account serviced. Follow SOP in performance of all operational processes.
• Coordinate timely shipments at optimal cost and to customer satisfaction:
• Proactively ensure current pricing information is available for all shipments before making necessary bookings.
• Co-ordinate with overseas offices, agents, customers and domestic vendors for timely shipments in assigned accounts.
• Problem Resolution :
• Address customer concerns, trouble shoot errors, provide timely feedback on service failures and follow up on escalations.
• Review exception reports regularly, identify and resolve discrepancies.
• Provide back-up support in assigned departments and other duties as assigned.

• High School Diploma plus three more years’ related experience in air/ocean Import or Export operations is required.
• Knowledge of import /export regulations, domestic transportation modes and providers is required. An e quivalent combination of education and experience may be considered.

Must be bi-lingual in Japanese and English if assigned to service Japanese accounts

NOTE FOR JOB AD: Include in Job AD and qualifications if Japanese speaking skills are required.

The above statements are intended to describe the general nature of work being performed. They are not to be construed as an exhaustive list of all responsibilities, duties and skills required.

• Work is primarily performed in an office environment with moderate noise levels (phones, printers, conversations).
• Involves prolonged periods of sitting at a desk and frequent use of computers and office equipment.
• Regular use of hands and fingers, including, but not limited to, typing, filing, frequent keyboarding, mouse clicking and handling documents.
• Occasional lifting or moving of office supplies or equipment up to 25 pounds.
• Requires strong analytical, decision-making, and critical-thinking skills.
• Must be able to read, interpret, and compose clear written and verbal communications.
• Visual acuity required for tasks including, but not limited to, computer work, document review, and data analysis.
• Must maintain strong organizational skills, confidentiality, and independent work habits.
• Adaptability to changing priorities and effective professional communication with colleagues and customers.
• Regular, punctual attendance and compliance with all company policies and procedures; occasional overtime may be required.
• On-Site Requirements:
  In-office presence required for meetings, team events and scheduled days.
• Must be able to work as part of a functional team including working in an office on a Hybrid Schedule as required by company policy

The physical demands and work environment characteristics described here are representative of those an employee encounters while performing the…