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Employment Type:
Full time
Job Category:
Customer Service
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Operations & Customer Service Rep
Matson Inc | Cerritos, California
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Job Description

This is a client facing position responsible for performing all phases of Supply Chain Management and NVOCC Import Customer Service/Operations for Matson Logistics.

This position must consistently follow all import processes as defined within the guiding Import Ocean Standard Operating Procedure and must seek all best practices to ensure company costs are minimized to the fullest extent while maximizing customer satisfaction . This position must also be capable of managing all facets of client specific Operations SOP's for our Supply Chain Management accounts.

Major Accountabilities:

* Open and close all shipment files in a timely manner. Must be able to work accurately in fast-paced environment.
* Update and validate shipment details within the Freight Management System.
* Validate all incoming documentation(Master B/L, House B/l, profit share statements, billing, etc.) for accuracy.
* Ensure door deliveries are delivered to door-destination on time. Communicate directly and effectively with service providers including carriers, brokers, terminals, warehouses, truckers and 3PLs.
* Ensure shipments (containers) are not released until all required import criteria have been satisfied (i.e. customs clearance, b/l endorsement and surrender, payment of collect charges in full).
* Maintain and transmit daily kpi reports to Customer(s).
* Communicate directly with Customers, and timely address/resolve all customer service related issues.
* Communicate directly with origin office/agents to timely resolve any origin service related issues.
* Communicate directly with US Customs concerning any customs hold/exams.
* Ensure compliance with all regulations(US Customs, DOT, FDA, EPA)
* Liaise with accounting dept concerning accounting issues (A/R, A/P, profit share reconciliation)
* Continuously review internal processes and procedures; define and recommend improvements.
* Identify and resolve operational inefficiencies at origin or destination, to reduce servicing cost.
* Maintain kpi's relative to repeat service issues by origin office/agent and/or vendors.
* Manage all client specific criteria for our Supply Chain Management accounts
* Oversee and manage daily booking approvals/exceptions
* Maintain Operations SOP's. Perform SOP amendments when necessary.
* Understand PO management system functionality(i.e. Log-net) and assist customer with questions/concerns pertaining to system usage.
* Assist customers in developing newly designed Log-net generated reports.
* For those accounts involving a bundled customs broker program, the Matson Logistics employee must be able to liaise between the customs broker and customer for problem resolution.
* Must manage accounting criteria (manage both A/R and A/P).

Other Accountabilities:

* Maintain a professional attitude, attire, and presentation at all times.
* Comply with all company rules, policies, and procedures.
* Work and behave safely by following all safety rules and regulations.
* Perform any task required to support customer requirements and company goals.

Essential Skills and Experience

* High School Diploma or GED required; 4-year college degree strongly preferred.
* Requires at least 5 years experience working for NVOCC within Ocean Import Customer Service
* Requires in depth understanding of NVOCC import and intermodal processes, bills of lading, arrival notices, profit share statements and US customs problem resolution.
* Must possess operations/customer service experience with an international supply chain logistics company
* Working knowledge of Internet-based automated track and trace systems and functionality.
* Strong PC/System literacy and typing skills are essential, including proficiency in all MS Office programs (Excel and Word) and 10-key calculation.
* Requires strong interpersonal and demonstrated verbal and written communication skills, including excellent telephone skills.
* Process-oriented, with strong ability to plan, prioritize, and manage multiple tasks to consistently meet deadlines.
* Requires excellent Problem Solving Ability- Identify and resolve problems in a timely manner; gather and analyze information skillfully; develop alternative solutions; use reason even when dealing with emotional issues.
* Must be willing and able to follow instructions, work closely in a team environment, and also effectively work independently.
* Must work well with others, including vendors, suppliers, and internal and external customers, to achieve common goals.
* Must consistently demonstrate professional and pleasant demeanor, and effectively communicate in stressful situations and/or environments.
* Requires the ability to adapt to rapidly changing customer requests and business requirements.

Other skills and experience that are preferred but not required

* 4-year degree from college or university is preferred.
* Bi-lingual skills preferred: English and Mandarin Chinese
* Knowledge of tariffs and conferences.
* Knowledge of and ability to work with proprietary computer systems .

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