Logistics Inbound CSR Coordinator

Job DescriptionJob Description

At HMM, we’re not just a global leader in integrated logistics and shipping—we’re shaping the future of maritime transport. With a diverse fleet and extensive global network, we deliver customized, sustainable solutions that create value for our customers. Our vision to be #1 in customer trust, employee satisfaction, and green shipping sets us apart from competitors. We offer competitive compensation, career development opportunities, and a work culture that blends autonomy with strategic support. Join us in driving innovation, sustainability, and success across the shipping and logistics industry.

Why HMM?

• Impactful Work: Be part of a company that shapes the global supply chain while contributing to economic, environmental, and social growth. At HMM, you’ll have the opportunity to work with a company committed to being #1 in customer trust, employee satisfaction, and green shipping.
• Career Growth: We are dedicated to your development. With mentorship, cross-department training, and career advancement opportunities, HMM invests in your success and professional growth.
• Collaborative Culture: Enjoy a dynamic work environment that fosters autonomy while providing continuous support and guidance from leadership to ensure your success and personal development.
• Competitive Benefits: HMM offers competitive compensation packages, health benefits, performance bonuses, 401K, and employee discount programs to support your well-being.
• Work-Life Balance: We believe in maintaining a healthy balance. Our generous vacation and floating holidays give you the flexibility to recharge and maintain a fulfilling life outside of work.

HMM is looking for a Logistics Inbound Customer Support Coordinator to answer general emails and/or phone calls from customers regarding import shipments. Assist with general problem resolution issues at terminals, rail ramps, and exam sites. Connect customers with appropriate internal parties if the scope of discussion requires specific expertise. Utilize multiple systems to address responses to issues/inquiries from customers. Analyze various data and filter specific information to effectively communicate customs issues. Work cohesively with other internal teams as needed to service the efficient and effective delivery of cargo to HMM customers.

Key Responsibilities:

• Answer incoming/queued calls to answer/resolve any customer issues.
• Troubleshoot any holds/issues at terminal and rail facilities.
• Reply to all incoming emails. Either resolving the customer request or placing in contact with the correct PIC.
• Process Proof of Delivery Requests.
• Coordinate with LGL Truck & Rail for containers returning from Exam site.
• Coordinate with Customer, Local Equipment, and Terminal for Genset release.
• Bill and collect Genset Fees before release.
• Rebill Exam fees and hold cargo until payment is received.
• Monitor and answer incoming LiveChats.
• Notify Customers of Pending General Order and Ordered to GO cargo.
• Move cargo to the General Order facility.
• Complete all Re-Export cases within Customs and HMM regulations.
• General demurrage questions/LFD inquiries
• Closed area & available date inquiries/extensions
• Payment inquiries related to Demurrage
• Import invoice requests
• Pay cargo processing
• VIP Guarantee
• Assist/educate customers on how to use/navigate HMM’s website
• Assist Docs/Traffic teams with miscellaneous work as needed
• Performs other duties as assigned.

Required Skills & Experience

• High School diploma or GED required; college degree but not required
• 1 or more years of experience in Logistics with a general understanding of Imports and Exports but not required

Essential Skills:

• General understanding of the transportation shipping industry
• Ability to work independently and as part of a team
• Work effectively under limited supervision and prioritize workload
• Strong analytical and problem-solving skills
• Proficiency in Microsoft Excel and other analytical tools
• Excellent communication and presentation skills
• Excellent phone/email etiquette
• Able to multitask and handle information accurately and professionally
• A Team Player who can collaborate with the Team, DCS, and other Departments.
• Ability to work independently and manage multiple projects simultaneously

Join HMM and navigate the future of shipping and logistics, where you’ll grow alongside an industry leader committed to sustainability, innovation, and excellence.

About HMM America Shipping Agency:
HMM is a leading global shipping company operating over 130 state-of-the-art vessels encompassing more than 50 sea routes to over 100 ports of call. HMM strategically collaborates with customers to develop customized supply chain solutions for dry, refrigerated, and other specialized cargo.

HMM is currently ranked in the Top 8 global ocean carriers in terms of service network and market capacity. HMM has formed a global business network of vessels, terminals, railroads, trucks, and offices around the world. HMM is highly regarded as one of the world's top integrated logistics companies with a commitment to operational excellence by our team of industry professionals and state-of-the-art technology.

Additional Details:

The pay range listed for this position is the anticipated starting salary or wage range, and the final offered rate will be based on individual merit and the relative compensation of employees in similar positions. HMM employee benefits include highly subsidized individual and family insurance coverage (medical, dental and vision), term life and insurance, 401(k) employer matching contributions, paid holidays, and up to 10 vacation days and six sick days in the first year.

HMM provides equal employment opportunities without regard to race, , , , , , or other legally protected characteristics. We will consider qualified applicants with criminal histories in a manner consistent with legal requirements. HMM participates in the E-Verify program.