Actions and oversees all direct shipment-level communication between Hellmann and carriers, vendors, and customers (i.e. delays, arrival notices, shipment status inquiries, billing discrepancies, etc.)
Acts as senior product subject matter expert when communicating with internal and external parties
Ensures all client requests are within established scope of services and that all services conducted are invoiced to the customer.
Manages and addresses all escalations in regards to file profitability – audit and identify files with loss or low margin and work with their team members to determine root cause and implement corrective action
Monitors and ensures accuracy and timeliness of data entry to deliver quality processing.
Actively pursues feedback from their team members and customers to identify opportunities to increase service levels, productivity, profitability, quality, and business volumes.
Provides products and management with objective feedback regarding vendor performance levels, escalates issues in a timely manner to ensure best level of service.
Monitors, assigns, and ensures the resolution of any accounts payable or receivable issues within area of responsibility.
Identifies market conditions that could impact customers and proactively develops solutions to avoid service issues.
Maintains service relations with carriers and vendors
Measures, analyzes, and improves external or internal KPIs for area of responsibility
Consults with Product Management, Account Management, and Sales prior to agreeing to non-standard services and/or pricing.
Collaborates with Account Management, Sales, and overseas offices to analyze and develop client volume forecasts to ensure sufficient capacity from carriers and internal resources.
Identifies client trends (volume drop or increase) and escalates as necessary
Performs back-up for desk-level Seafreight Import Agents during periods of high volume or when staffing requires – during vacations, leaves of absence, etc.
Organizes and conducts daily huddles / team meetings to share information, set priorities, and discuss recurring issues.
Responsible to ensure all assigned full time and part time employees are trained, certified, and re-certified periodically on internal and external standard operating procedures and regulatory requirements
Validates product staff understand and comply with customer and company standard operating procedures.
Measures employee performance and provides regular informal and formal feedback within area of responsibility.
Conducts regular employee performance review meetings and sets performance goals to drive employee development.
Manages staffing levels based on business development, peak volume periods, department performance metrics, and employee vacations.
Assists management by proactively providing input on talent acquisition, re-assignment, demotion, and promotion.
Qualification Requirements
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education/experience
Associates Degree or equivalent work experience or equivalent combination of education and work experience will be considered in lieu of educational requirement
High School Diploma or GED required
Minimum five years of experience in the seafreight import field
Previous supervisory experience preferred or one to two years of team lead or import training experience
Completion of any industry related course is an asset
Knowledge, skills & attributes
Organizational skills
Time management and prioritization
Customer-focused
Adaptable / flexible to high-pressured environment
Proficient in Microsoft Office Suite (Word, Excel, PowerPoint), Email, and Internet
Proficient in world geography, shipping documentation, and Incoterms preferred
Strong written and verbal communication skills in English in order to present information to customers, management, and subordinates in a professional setting
Ability to calculate figures and amounts such as freight rates, discounts, and other percentages
Analytical skills / problem-solving ability
Leadership skills – able to train, coach, and develop subordinates
