Customer Service Coordinator I

Salary Range: $37,437.00-$58,599.00

Position Summary:

The Customer Service Coordinator manages Air and Ocean Import or Export shipments ensuring effective Customer Service, accurate shipment processing, timely deliveries and troubleshooting errors.

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

Essential Duties and Responsibilities:

• Communicate clearly, timely and effectively with internal colleagues, overseas offices, agents, customers, and domestic vendors. This may include: notify arrival of shipments, distribute documentation, proactively communicate status of shipments and process “exceptions” (shipments on delayed flights, split shipments etc ).
• Making payments to steamship lines, CFS’s, airlines to ensure freight release.
• 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. This will include FCL, LCL and airfreight.
• Follow SOPS for assigned customers.
• Maintain files: enter file data, including but not limited to -- opening the file, entering and updating system with applicable data elements, billing the file, issuing applicable forms and documents, and closing the file.
• Responsible for meeting KPI’s (Key Performance Indicators) for Import operations

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

Education and Experience:

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

Competencies, Working Skills and Attributes: 

• Experience providing Customer Service to internal and external customers, including meeting quality standards for Customer Services.
• Knowledge of import and export regulations, domestic transportation modes and providers.
• Must be able to work independently with minimal supervision, depending on oneself to complete objectives and determining when escalation of issues is necessary
• Experience using time management skills such as prioritizing/organizing and tracking details and meeting deadlines of multiple projects with varying completion dates

• Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.
• Demonstrates ability to comply with YLA Core Competencies: Problem Solving & Decision Making, Accountability & Responsibility, Communication, Collaboration & Teamwork, Customer Focus. 

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.

Benefits

Yusen offers a generous Employee Benefits Package including:

• Medical, Dental, and Vision beginning the 1st of the month following start date
• 401k with a company match
• Flexible Spending Accounts, Life and Accidental Death & Dismemberment Insurance, Short & Long Term Disability, Tuition Assistance Program, Commuter Benefits, vacation, and much more.

Any and all benefits offered are subject to the eligibility requirements, terms, and provisions set forth in the respective policies and plan documents, which you may request from Human Resources.

About Yusen Logistics (Americas)

Yusen Logistics is working to become the world’s preferred supply chain logistics company. Our complete offer is designed to forge better connections between businesses, customers and communities – through innovative supply chain management, freight forwarding, warehousing and distribution services. As a company we’re dedicated to a culture of continuous improvement, ensuring everyone who works with us is committed, connected and creative in making us the world’s preferred choice.

www.yusen-logistics.com/

Yusen Logistics (Americas) Inc. values each individual employee and is committed to a diverse and inclusive workforce by providing equal employment opportunities for all applicants without regard to race, religion, color, sex, national origin, citizenship status, uniform service member status, age, disability, sexual and gender orientation, genetic information, or any other protected status in accordance with all applicable federal, state and local laws.