Customer Service Coordinator

The Intermodal Association of North American is seeking a Customer Service Coordinator to join our team.

This is a hybrid position with Mondays and Fridays remote and Tuesday – Thursday in office. The salary

range is $50k - $55k, based on skills and experience.

Who We Are:

The Intermodal Association of North America (IANA) is a 1,000 member non-profit trade association located in Calverton, Maryland, a suburb of Washington, D.C. The mission of the Association is to promote the benefits of intermodal cargo transportation through advocacy, education, and networking. Member companies include ocean, rail, and motor carriers, third party logistics providers, equipment manufacturers and leasing companies, technology vendors, other industry suppliers, as well as shippers, beneficial cargo owners, academics, and public sector representatives.   

General Summary of Position:

This position is responsible for customer service activities in support of various Information Service programs, primarily related to the Uniform Intermodal Interchange and Facilities Access Agreement (UIIA), a standard industry contract. The incumbent is expected to adhere to company policies and procedures; promote and foster a team-based work environment; maintain a positive and professional disposition; and demonstrate flexible and efficient time management skills including the ability to prioritize work assignments, handle stress, and consistently report to work on time prepared to perform the duties of the position.

What You’ll Do:

• Analyzes insurance documentation based on specific contract requirements
• Performs data entry of information received daily
• Set up new accounts and process changes to existing accounts
• Conducts outreach to customers to request additional information relating to accounts, including establishing weekly follow-up to companies with pending UIIA applications
• Performs account research for specific customers
• Conducts monthly collection calls related to outstanding UIIA participation fees
• Provides telephone coverage and support for customer service inquiries
• Conduct ongoing monthly outreach to program users to improve customer service experience
• Assists with daily workload and inquiries associated with other Information Service programs, as needed
•  Assists with other duties as required within the department

Who you are:

• Minimum of 3 years of customer service work experience
• Associate degree required
• Organized and conscientious self-starter with a good work ethic
• Ability to prioritize and complete tasks in an efficient and timely manner
• Strong computer and database management skills
• Strong aptitude for written and verbal communication
• Excellent interpersonal and customer service skills
• Accurate data entry skills (minimum typing speed of 45 wpm)
• Experienced in web-based environments
• Must be dependable and a team player
• Detailed oriented
• Ability to work overtime during peak production periods, if necessary

Why IANA:

We offer a comprehensive benefits program including, but not limited to: Health, Life, and Disability Insurance, 401(k) Retirement Plan, Paid Holidays, and PTO.

IANA is an equal opportunity employer, committed to diversity and inclusion in the workplace. All qualified applicants will be considered for employment regardless of race, age, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.

All interested applicants should submit their resume to Tiffany Haskell -  thaskell@intermodal.org.