Intermodal Customer Operations Coordinator

Company Description 

Matson Logistics is a leading provider of multimodal transportation, warehousing, and distribution services throughout North America. Known for our innovative solutions and financial strength and stability, Matson Logistics' people, processes and systems work together to deliver superior performance and value to our customers every day. Click here to learn more about us!

Role Summary 

Day-to-day contact for customers.  Responsible for order acceptance, order tracking and maintenance, accessorial management, and daily solicitation of orders from existing customers. 

Primary Duties & Responsibilities 

• Works with the customer and Matson Sales Representative to effectively onboard new customer business. Document customers’ service requirements and expectations.  
• Manages daily load acceptance for customers.
• Ensures complete and accurate customer order acceptance and entry into Matson’s system via EDI, web tender, email, fax or phone.
• Receives order requirements and specifications from customers and identifies available options and alternatives to achieve desired results.
• Determines methods of shipment, including container requirements, motor carrier/trucking/over-the-road (OTR) vendors, and railroad service providers.
• Develops a knowledge and understanding of customers' products and intermodal transportation requirements.
• Solicits additional loads daily from our existing customers.
• Monitors the movement of freight to ensure timeliness of freight transfers and deliveries.
• Provides regular status reports of shipments in progress to customers as needed or required.
• Identifies delays, such as derailments, detours, load shifts, damage, or other complications associated with shipments as they arise and enacts contingency plans and/or implements corrective actions as necessary.
• Resolves matters regarding equipment requirements with the load planners that may impact delivery schedules.
• Informs customers of freight delays and loads sustaining overages, shortages, and damage.
• Gathers data and conducts preliminary investigations pertaining to loads that sustain overages, shortages, and/or damage to minimize loss and assist in mitigating loss claims. Assists in resolving situations involving distressed loads or other trip complications.
• Reviews and authorizes the payment or nonpayment of accessorial charges, invoice discrepancies, and loss claims.
• Determines which accessorial charges can be billed, invoice the accessorial, and effectively communicate all charges to the customer contacts.
• Assists Matson Sales Representatives with customer communication and strategy.
• Provides timely escalation of issues to management.
• Completes or assists with additional projects as assigned. 

Other Accountabilities 

• Complies with all company rules, policies, and procedures.
• Works and behaves safely by following all safety rules and regulations.
• Performs any task required to support customer requirements and company goals. 

Qualifications, Education, & Experience 

• High school diploma or general education degree (GED) required.
• Strong interpersonal and demonstrated verbal and written communication skills, including excellent telephone skills.
• Strong ability to plan, prioritize, and manage multiple tasks.
• Must work well with others, including vendors, suppliers, and internal and external customers to achieve common goals.
• Ability to develop solid working knowledge of intermodal transportation industry.
• Ability to adapt to rapidly changing customer requests and requirements.
• Ability to timely and accurately input and edit transaction data (including accessorial and discrepancies) in the Company's computerized order-entry system.
• Ability to manage seasonally heavy workloads.
• Must possess a working knowledge of MS Office programs or other comparable computer software programs.
• Must possess and exercise excellent customer service skills at all times.
• Must consistently demonstrate professional and pleasant behavior and effectively communicate in stressful situations and/or environments. 

Other Skills and Experience preferred but not required 

• One or more years of related experience and/or training preferred.
• Four-year degree from college or university preferred. 

Other requirements such as travel 

• Infrequent travel to customer site.

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