Assistant Import CSR Coordinator

HMM are a global transportation and liner shipping company.

The job holder will work closely with the Customer Services / Documentation / Sales teams, Equipment Control/Logistics team and other HMM agencies/departments as required.

They will need a strong understanding of customer service.

“Import Deliveries” and / or “Import Releases” processing, responding to all general communications by email / telephone etc. (This position may require both tasks to be covered rotationally, but not at the same time).

For ‘Import Deliveries’ and ‘Import Releases’ (Merchant Haulage), obtaining required information (e.g. invoices raised and paid, custom clearance acceptance, charges paid) from the HMM legacy system, port systems (such as CNS / Destin8), from customers, and preparing / updating supporting information for import bookings.

Raise invoices for any outstanding freight / LoLo, or demurrage charges. A full understanding of the delivery system, and ancillary charge system relating to DEM or Waiting times and Wasted Journey charges incurred is required.

“Import Deliveries”

‘Selling’ Consignee Controlled Carriers Haulage (CCCH) service to customers, making quotations for import haulage, checking haulage availability with LGL for CH and CCCH cases, and communicating with customer to accommodate bookings, and processing within HMM’s legacy system.

Processing and monitoring dangerous goods, reefer, and out-of-gauge/special cargo delivery instructions from GBR customers.

Raising invoices and ensuring, for cash customers, that all amount collected before service executed. Raising ancillary charges (e.g. waiting time) post-delivery.

Resolving any issues related day of delivery or future haulage bookings.

SQM; Ensuring if any service problems, that Service Quality Management (SQM) processes and procedures are followed, service problems reported and resolved, if possible, importers advised of any problems, ensuring any extra charges are paid, and service recovery implemented wherever possible.

Monitoring and developing individual action plan on improving customer service quality and performance

“Import Releases”

Chase all importers for long idling containers and raise invoices / collect any outstanding freight / lolo / demurrage or ancillary charges.

Once customs cleared and ready for release as per HMM processes and procedures, issue PIN numbers (CNS) or similar (depending on port community system)

Responsible for regular liaison with customers, HMM GBR, LGL, Europe HQ offices and departments as necessary, with overseas offices as required, to resolve disputes, and ensure cargo is successfully delivered or released and charges collected.

Creating reports as required related Import CSR tasks.

EDUCATION & QUALIFICATIONS

GCSE must include Maths / English, with excellent numeracy. Basic to advanced Excel

BACKGROUND & EXPERIENCE

Excellent people / communication skills, relevant experience in a shipping line related to Sales and Customer Service.

SKILLS & COMPETENCIES

Organisational skills; able to plan, good at juggling priorities and coordinating activities.

Initiative: alert to opportunities, self-starter, uses imagination to solve problems.

Adaptability; open minded, flexible to change, makes the best of new situations.

Business awareness; interest in the company’s’ needs as a whole. Ability to understand market, competition, commercial impact, Able to deliver high quality work to brief and on time.

Communication; Good interpersonal and inter-cultural communication skills, clear and concise speech, active listening, understanding of cultural differences.

Team-player; able to lead and/or work within a team or own initiative.

Analytical focus & numerical critical reasoning; attention to detail, uses logic to assess facts and draw appropriate conclusion, able to handle numbers easily, prepare stats and trends.

Job Types: Full-time, Temporary

Pay: £29,000.00-£35,000.00 per year

Benefits:

• Casual dress
• Company events
• Company pension
• Gym membership
• Life insurance
• Private medical insurance
• Referral programme

Work Location: In person