Customer Service Coordinator

Hapag-Lloyd AG

Customer service coordinator handling import documentation, Customs clearance, cargo release, and shipment issues. Hapag-Lloyd operates a global container shipping network connecting businesses across 600+ ports.

Posted 8/18/2026full-timeAtlanta • 🇺🇸 United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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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 ServiceCustoms DocumentationCargo ReleaseMaritime Industry KnowledgeMS Office Proficiency

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customs Manifests PreparationFreight Manifests PreparationCargo Movement SupportShipping Terms KnowledgeProblem ResolutionInvoice PreparationGeneral Order NotificationsTrace and Monitor CargoVendor CoordinationDocumentation Maintenance

Soft Skills

Clear CommunicationPatienceEmpathyConflict ManagementActive Listening

Tools & Technologies

Microsoft OfficeFISMaps and AtlasesMicrosoft TeamsExcelPowerPoint

Certifications & Qualifications

Associate's DegreeEmployment Eligibility

Industry Keywords

Maritime IndustryCargo DeliveryCustoms ClearanceHapag-LloydGround Transportation ModesISO9002General Order ShipmentsShipping PracticesImport DisputesTerminal Operations

About the role

Key responsibilities & impact

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

What you’ll need

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

Benefits

Comp & perks

Attractive Annual Bonus based on company performance
Hybrid work environment with remote flexibility and three in-office days per week
Modern office space
Public transportation support
Comprehensive benefits package
401(k) with company match
Health, dental, and vision insurance plans