Intermodal Customer Operations Coordinator

Matson Logistics - Oakbrook Terrace, IL

Full-time

Oakbrook Terrace, IL

Support Activities for Transportation

About the position

The Intermodal Customer Operations Coordinator serves as the primary contact for customers, managing day-to-day operations related to order acceptance, tracking, and maintenance. This role is crucial in ensuring customer satisfaction through effective communication and problem-solving, while also supporting the onboarding of new customers and managing existing customer relationships.

Responsibilities

• Work with the customer and Matson Sales Representative to effectively onboard new customer business.
• Document customers' service requirements and expectations.
• Manage daily load acceptance for customers.
• Ensure complete and accurate customer order acceptance and entry into Matson's system via EDI, web tender, email, fax or phone.
• Receive order requirements and specifications from customers and identify available options and alternatives to achieve desired results.
• Determine methods of shipment, including container requirements, motor carrier/trucking/over-the-road (OTR) vendors, and railroad service providers.
• Develop a knowledge and understanding of customers' products and intermodal transportation requirements.
• Solicit additional loads daily from our existing customers.
• Monitor the movement of freight to ensure timeliness of freight transfers and deliveries.
• Provide regular status reports of shipments in progress to customers as needed or required.
• Identify delays, such as derailments, detours, load shifts, damage, or other complications associated with shipments as they arise and enact contingency plans and/or implement corrective actions as necessary.
• Resolve matters regarding equipment requirements with the load planners that may impact delivery schedules.
• Inform customers of freight delays and loads sustaining overages, shortages, and damage.
• Gather data and conduct preliminary investigations pertaining to loads that sustain overages, shortages, and/or damage to minimize loss and assist in mitigating loss claims.
• Assist in resolving situations involving distressed loads or other trip complications.
• Review and authorize the payment or nonpayment of accessorial charges, invoice discrepancies, and loss claims.
• Determine which accessorial charges can be billed, invoice the accessorial, and effectively communicate all charges to the customer contacts.
• Assist Matson Sales Representatives with customer communication and strategy.
• Provide timely escalation of issues to management.
• Complete or assist with additional projects as assigned.
• 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.

Requirements

• 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.
• Possess a working knowledge of Microsoft Office programs or other comparable computer software programs.
• 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.

Nice-to-haves

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