Customer Service Coordinator

Jobtailor; Atlanta (GA); On-site; USD 45,000 - 65,000; Full time

Job summary

Jobtailor is seeking a detail-focused customer service specialist to support inbound questions about arrival information, charges due, and cargo release within the maritime supply chain. The role requires strong communication skills, knowledge of shipping terms, and proficiency with MS Office to handle manifests, documentation, and reporting.

On-site in Atlanta area, relevant experience preferred. You will coordinate with internal teams, maintain accurate records in FIS, and assist with customs

Qualifications

• Associate's degree required.
• 2 years' maritime industry experience preferred.
• Ability to convey information clearly by phone.
• Ability to understand multilingual customers.

Responsibilities

• Provide full customer service on inbound questions about arrival information, charges due, cargo delivery locations, Bills of Lading, and manifests.
• Coordinate with GSC on import documents and cargo release to resolve issues.
• Prepare and maintain shipping documents and manifests.
• Communicate with customers by email and phone to obtain shipment information.
• Support customs entries and general order notifications as needed.
• Proactively contact customers to assist cargo movement and trace shipments.

Skills

Customer Service

Clear Communication

Patience

Empathy

Conflict Management

Active Listening

Education

Associate's Degree

Tools

MS Office

Excel

PowerPoint

Microsoft Teams

FIS

Maps & Atlases

Job description

• Provide full customer service on inbound questions about arrival information, charges due, cargo delivery locations, Bills of Lading, and manifests
• Adhere to PREX/Process Excellence in HIP
• Prepare Customs Manifests and Freight Manifests where applicable
• Collaborate with GSC Global Service Centers on import document preparation and cargo release
• Capture and resolve import disputes and cargo issues
• Communicate with internal and external customers by email and phone to obtain shipment information
• Facilitate cargo release, inbound clearance, terminal customs clearance, General Order notifications, and Customs entries for empty containers
• Arrange Mini Land Bridge transportation and carriage bookings with the GSC team
• Prepare cargo releases and delivery orders
• Contact customers when goods are held by Customs or Agriculture
• Maintain archives and files in accordance with ISO9002 where applicable
• Investigate and resolve problems
• Communicate with Customs regarding correction letters and shipment information
• Prepare invoices for additional shipment charges
• Proactively contact customers to support cargo movement
• Trace and monitor dwelling cargo at ports and rail locations
• Create, send, and record abandonment letters
• Coordinate vendors, quotes, salvage agreements, cargo collection, and destruction activities
• Coordinate with AP on vendor and Customs payments
• Create TREX records for vendor-incurred costs
• Monitor Customs filings, General Order shipments, lien release, cargo movement, and empty chassis returns
• Maintain documentation in FIS and Microsoft Office Forms
• Record Customs penalties and submit timely petitions
• Write petition letters to mitigate Customs penalties
• Process Surety notifications and support weekly reporting

Requirements

• Associate's Degree required
• 2 years' experience in the Maritime Industry preferred
• Ability to convey information clearly over the phone and demonstrate patience, empathy, and understanding through voice communication
• Ability to understand and communicate with people whose native language differs from one's own
• Ability to politely ask people to repeat information, calm angry callers, and manage multiple calls effectively
• Knowledge of shipping terms, routing, schedules, and practices of countries, carriers, ports, and terminals
• Ability to clarify location-specific shipping terms
• Understanding of Hapag-Lloyd customer offerings, routes, equipment, rates, and services
• Ability to use maps, atlases, and geographic reference materials
• Knowledge of nearest ports and terminals or ability to find that information using references
• Knowledge of appropriate ground transportation modes between customers and terminals
• Understanding of customers' goods, shipment requirements, and practices
• Understanding of special rates and when to consult Sales
• Ability to use questioning to identify problems and related information
• Ability to determine logical approaches to immediate problems
• Ability to identify and contact parties involved in tracing shipments and resolving issues
• Proficiency in MS Office, including Microsoft Teams, Excel, and PowerPoint, and other software appropriate to work demands
• Eligibility to work in the United States
• Completion of the employment eligibility form required under federal law

Core Competencies

Demonstrates expertise in customer service within the maritime industry, including cargo release, customs documentation, and problem resolution. Proficient in using MS Office tools and understanding shipping terms and practices.

Highest-signal resume keywords

• Customer Service
• Customs Documentation
• Cargo Release
• Maritime Industry Knowledge
• MS Office Proficiency

ATS Optimization Keywords

Hard Skills

• Customs Manifests Preparation
• Freight Manifests Preparation
• Cargo Movement Support
• Shipping Terms Knowledge
• Problem Resolution
• Invoice Preparation
• General Order Notifications
• Trace and Monitor Cargo
• Vendor Coordination
• Documentation Maintenance

Soft Skills

• Clear Communication
• Patience
• Empathy
• Conflict Management
• Active Listening

Certifications & Qualifications

• Associate's Degree
• Employment Eligibility

Industry Keywords

• Maritime Industry
• Cargo Delivery
• Customs Clearance
• Hapag-Lloyd
• Ground Transportation Modes
• ISO9002
• General Order Shipments
• Shipping Practices
• Import Disputes
• Terminal Operations

Tools & Technologies

• Microsoft Office
• FIS
• Maps and Atlases
• Microsoft Teams
• Excel
• PowerPoint