Job Description

As part of the Inland Delivery Team, the goal is to create exceptional customer experiences related to inland shipments while fostering strong partnerships with our vendors.

This includes, handling customer inquiries, coordinating work order activities with operational vendors and communicate proactively with customers and numerous authorities, terminals, depots and internal legal / insurance departments, among other tasks.

JOB RESPONSIBILITIES

• Proactive mindset and collaborative approach to daily tasks
• Responsible for the timely and cost-efficient transport of containers by rail, truck, barge, and feeder vessel to/from locations within the GEO area of operation
• Deals directly with customers regarding inland related issues, container information or routing of cargo via various communication channels such as salesforce and the phone contact center
• Facilitates the release of cargo including clearance for in-bond moves, customs clearance in Terminal systems, notification of Customs for cargo ordered to General Order and filing Customs entry for empty containers
• Arranges Mini Land Bridge transportation and bookings on carriage; in conjunction with GSC team as necessary.
• Prepares cargo release, issues delivery orders and support customers with proper information and processes; in conjunction with GSC team as necessary
• Ensure daily tracking of dwelling containers, follow-up with customers on requirements for timely release, avoiding storage costs
• Responsible for the timely and cost-effective handling of return cargo
• Makes certain that proper routings are used to ensure the most cost-effective intermodal operation
• Monitors and verifies work orders are performed in requested time frame
• Research and provide documentation for all matters relating to intermodal cargo claims, as required by Management
• Responsible for compliance with all related laws regarding Hazmat, Heavy/Overweight, and Out-of-Gauge cargoes
• Responsible to proactively communicate with HL legal / insurance department and provide all supporting documents
• Accountable for problem resolution with customers, vendors, and other offices within the company, as required by Management
• Ensure proper follow-up of cargo dwell time, no more than 24hrs after announcement
• Ensures that Call center is manned daily, requires 80% compliance with READY
• Ensures consistent application of Hapag-Lloyd policies to all personnel actions
• Participates in projects as required by Management
• Utilizes available tools and reports to ensure all inland movements under his/her responsibility are accounted for

JOB QUALIFICATIONS

• Associates degree required with at least 2 years' experience in customer service preferred.
• Possesses specialized knowledge of 2 or more years within all principles of the Operations function.
• 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.
• Proficient in MS Office (e.g., MS Teams, Excel, PowerPoint, etc.)
• Proficient in Salesforce and QlikView and other software appropriate to work demands.
• This position is in the United States and requires eligibility to work in the United States and completion of the employment eligibility form required under federal law
  

WORKING CONDITONS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job the incumbent is regularly required to sit, talk and hear. The incumbent regularly uses hands and fingers in the course of daily job duties, including the use of a personal computer. The vision requirement includes close vision. May incur mental stress due to time deadlines. May need to lift up to 15 pounds at times.

This job description describes the minimum job requirements. This description is illustrative and does not imply that the functions outlined below are the exclusive standards of this position. Incumbents will be expected to follow additional instructions and perform other related duties as required.