Supervise and develop an inland delivery team managing intermodal container transportation by rail, truck, barge, and vessel. Ensure cost-effective routing, timely work-order completion, cargo release, customs processes, KPI performance, customer and vendor resolution, regulatory compliance, claims documentation, and container dwell reduction. Manage personnel actions, training, vendor evaluations, CRM productivity, system UAT, and project support.
Lead, coach and develop a team of coordinators responsible for the Inland Delivery Team with an aim to create exceptional customer experiences related to inland shipments while fostering strong partnerships with our vendors.
Responsibilities- Proactive mindset and collaborative approach to daily tasks
- Responsible for the timely and cost-efficient transport of containers by rail, truck, barge and feeder vessel to/from locations within the area of operation
- Guides, coaches, and supports the Inland Delivery department including hiring, firing, annual reviews, approving overtime and vacation and individual coaching and
development. - Reviews weekly KPIs and analysis information to improve overall customer service and operations and meet required KPIs, company targets
- Makes certain that proper routings are used to ensure the most cost-effective intermodal operation
- Monitors and verifies work orders are performed in requested time frame
- Research and provide documentation for all matters relating to intermodal cargo claims
- Responsible for compliance with all related laws regarding Hazmat, Heavy/Overweight, and Out-of-Gauge cargoes
- Accountable for problem resolution with customers, vendors, and other offices within the company
- Approve and transfer all work orders exceeding coordinator authorization
- Provides training for staff on new systems, regulations, and requirements
- Quotes inland rates for intermodal, out-of-gauge, special equipment, and heavyweight transports
- Prepares vendor evaluations per Hapag-Lloyd quality manuals, and monitors vendor service levels
- Deals directly with customers regarding inland related issues, container information or
routing of cargo - Facilitates the release of cargo including clearance for in-bound moves, customs
clearance in Terminal systems, notification of Customs for cargo ordered to General Order
and filing Customs entry for empty containers - Arranges Mini Land Bridge transportation and bookings on carriage; in conjunction with GSC team as necessary.
- Prepares cargo release, issues delivery orders and support customers with proper information and processes; in conjunction with GSC team as necessary
- Lead & steer team to ensure daily CRM case handling, review productivity.
- Work with multiple depts to investigate root cause of errors, to reduce additional cost
- Work to avoid dwelling of units, cargo abandoned, going into GO
- Ensure daily tracking of dwelling containers, follow-up with customers on requirements for timely release, avoiding storage costs.
- Makes certain that all departmental and functional training requirements are fulfilled.
- Ensures consistent application of Hapag-Lloyd policies to all personnel actions
- Acts as the Superuser for team. Assist with all UAT
- Subject expert for any Projects as required by Management
- Associate degree and a minimum of 3 years of experience in the Maritime Industry or the equivalent combination of education and experience.
- Possesses specialized knowledge of 3 or more years within all principles of the Operations function.
- Understands most shipping terms; can use a dictionary to find terms not recognized. Is willing to clarify shipping terms unique to a location.
- Understands routings, schedules and general practices of various countries, carriers, ports, and terminals.
- Proficient in MS Office (e.g., MS Teams, Excel, PowerPoint, etc.)
- Proficient in Salesforce and QlikView and other software appropriate to work demands.
This position is in the United States and requires eligibility to work in the United States and completion of the employment eligibility form required under federal law
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