Customer Service Import Coordinator
About the job
- An Associate's degree is required.
- Two years of experience in the maritime industry is preferred.
- Ability to convey information clearly over the phone and communicate patiently and empathetically using only the voice.
- Ability to understand and communicate with people whose native language differs from the candidate's own.
- Ability to manage multiple calls, calm angry callers, and politely request repetition when needed.
- Knowledge of shipping terms, routing, schedules, and general practices involving countries, carriers, ports, and terminals.
- Ability to clarify shipping terms unique to a location.
- Knowledge of the company's customer offerings, routes, equipment, rates, and services.
- Ability to use maps, atlases, and other geographic reference materials.
- Knowledge of nearby ports and terminals or ability to find that information using references.
- Knowledge of the best ground-transportation mode between customers and terminals.
- Understanding of customers' goods, shipment requirements, and practices.
- Understanding of special rates and when to consult sales about special rate assignments.
- Ability to use questioning to identify specific problems and related information.
- Ability to determine the best approach to solving immediate problems logically.
- Ability to identify parties involved in tracing shipments and issues and make appropriate contacts to develop reasonable solutions.
- Proficiency in Microsoft Office, including Microsoft Teams, Excel, and PowerPoint, and other software appropriate to work demands.
- Eligibility to work in the United States and completion of the federally required employment eligibility form.
- Provide full customer service for inbound questions, including arrival information, charges due, cargo delivery location, and Bill of Lading and Manifest information for consignees.
- Adhere to PREX and Process Excellence procedures available in HIP.
- Prepare Customs Manifests and Freight Manifests where applicable.
- Collaborate with Global Service Centers on import document preparation and release as required.
- Capture import disputes communicated by customers or Global Service Centers.
- Review and address queries from Global Service Centers regarding import cargo issues.
- Communicate with internal and external customers by email and phone when additional shipment information is needed.
- Facilitate cargo release, including clearance for inbound moves, customs clearance in terminal systems, notification of Customs for cargo ordered to General Order, and filing Customs entries for empty containers.
- Arrange Mini Land Bridge transportation and bookings on carriage with the Global Service Center team as necessary.
- Prepare cargo releases, issue delivery orders, and support customers with accurate information and processes with the Global Service Center team.
- Contact customers when goods are placed on hold by Customs or Agriculture.
- Maintain required data archives and files in accordance with ISO 9002 where applicable.
- Investigate and resolve problems.
- Communicate with Customs regarding correction letters and other shipment-related information.
- Prepare invoices for additional shipment charges.
- Proactively contact customers by phone and email to support them and facilitate cargo movement.
- Trace and monitor dwelling cargo at port and rail locations.
- Support customers in taking possession of their cargo.
- Create, send, and record abandonment letters in alignment with global policy.
- Coordinate with vendors and collect quotes for cargo surveys, salvage, or destruction, and coordinate with internal departments as required.
- Create and collect salvage agreements and work with buyers to ensure cargo collection.
- Coordinate with Accounts Payable to ensure vendor invoices are paid.
- Create TREX records for vendor costs arranged by the Dwell or Abandonment team.
- Use available macros to monitor shipments and proactively communicate with customers to avoid late Customs filings.
- Ensure shipments requiring General Order are filed on time to avoid Customs penalties.
- Coordinate with customers, Customs, General Order warehouses, terminals, and other parties to ensure seamless cargo movement through the General Order process, including lien release.
- Attach General Order and abandonment files in FIS and ensure shipments are postponed to avoid archiving.
- Record work in Microsoft Office Forms or another designated system.
- Receive and record Customs penalties and ensure petitions are submitted on time, researching and coordinating internally as needed.
- Write petition letters to Customs to mitigate Customs penalties.
- Receive notifications from Surety and ensure appropriate action is taken.
- Coordinate with Accounts Payable to ensure Customs payments are processed by the deadline.
- Monitor customers' empty-container returns when Hapag-Lloyd has agreed to pay for the chassis.
- Provide additional weekly reports as required.
- Two years of experience in the maritime industry.
About the company
Hapag-Lloyd is a global container shipping and logistics provider that moves goods through liner services using a large fleet of modern container ships and reefer containers. It operates about 133 liner services, connects over 600 ports worldwide, and coordinates vessel schedules, cargo bookings, and terminal operations across its network and offices. Its strengths come from a wide global reach, a large, modern fleet with substantial refrigerated capacity, and integrated terminal and logistics services. Its goal is to deliver fast, reliable connections and to expand its terminal and inland logistics capabilities for end-to-end customer solutions.
Company Size
10,001+
Company Stage
IPO
Headquarters
Hamburg, Germany
Founded
1847
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Simplify's Take
What believers are saying
- October 1, 2026 guidance rose to EBITDA $3.9-$4.4 billion after stronger spot rates.
- Africa volumes should exceed 1 million TEU in 2026, helped by DP World capacity.
- Q2 2026 volumes rose 3.48 million TEU, while Asia exports and U.S. demand recovered.
What critics are saying
- Israel's October 2026 review reset Hapag-Lloyd's ZIM acquisition, threatening a $160 million breakup fee.
- Middle East disruptions added roughly $600 million in Q2 2026 cash costs.
- Freight-rate swings still dominate earnings; Q1 2026 EBIT was negative $157 million.
What makes Hapag-Lloyd unique
- Gemini Cooperation with Maersk improves schedule reliability across Asia-Europe, unlike single-line rivals.
- Hapag-Lloyd's Africa push added Dakar, Dar es Salaam, Walvis Bay, and Kigali in 2026.
- Damietta terminal, opened February 2026, gives direct infrastructure control in Eastern Mediterranean.
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Benefits
Remote Work Options
Hybrid Work Options
Flexible Work Hours
Company News
Hapag-Lloyd launches B/L release webform in Australia. October 10, 2026 Hapag-Lloyd will introduce a new B/L release webform in Australia, effective 12 October 2026. From that date, customers must use the webform to submit all Bill of Lading release instructions and requests. Requests covered by the B/L release webform. The new process applies to: * Sea Waybill releases * Telex releases * Original Bill of Lading releases at destination * Original Bill of Lading releases elsewhere * Electronic Bill of Lading releases * Original Bill of Lading customer printing Hapag-Lloyd said the standardised B/L release webform should reduce follow-up queries and simplify the submission of documentation instructions. Customers should use the webform for all applicable requests from the effective date
Hapag-Lloyd expands East Africa presence with Kigali office. October 3, 2026 Hapag-Lloyd is expanding its presence in East Africa with a new setup in Kigali serving customers in Rwanda and Burundi. The new presence, effective from 1 October 2026, will strengthen the German carrier's local support in the two landlocked markets and connect customers with its wider regional and global liner network. The move forms part of Hapag-Lloyd's continued expansion across Africa and follows the establishment of its own local presence in Namibia. Kigali setup strengthens regional connectivity. Hapag-Lloyd already connects Rwanda and Burundi with international markets through its East African network. Through Dar es Salaam, the carrier currently offers two weekly services supporting imports and exports, with direct connections to India and the Far East. The new Kigali setup will complement these services by bringing customer support and local market expertise closer to customers in Rwanda and Burundi. "By strengthening our presence, we combine local industry knowledge and customer proximity with the reach of Hapag-Lloyd's global network," said Jesper Kanstrup, Managing Director Sub-Region Africa, Hapag-Lloyd. He added that each African market presents different opportunities and that the expansion reflects the carrier's long-term plans for the continent. The Kigali expansion comes alongside Hapag-Lloyd's new office in Walvis Bay, Namibia, which also became operational on 1 October. Container News reported separately on the carrier's move to establish its own local presence in the Namibian market. The latest developments form part of Hapag-Lloyd's Strategy 2030, under which the carrier is expanding its local teams and market presence across Africa.
Hapag-Lloyd builds momentum in Africa with expansion in Namibia, Rwanda and Burundi. Hapag-Lloyd is further strengthening its presence in Africa with new offices supporting customers in Namibia, Rwanda and Burundi, marking the latest step in the continued growth of its organization across the continent. From October 1, 2026, Hapag-Lloyd will establish its own local presence in Namibia and expand its reach in East Africa through a new setup in Kigali serving customers in both Rwanda and Burundi. Together, the developments strengthen Hapag-Lloyd's organization across Southern and East Africa, bringing the company closer to customers and reinforcing its ability to combine local market expertise with the reach of its African and global network. Africa continues to play an increasingly important role in global trade, supported by growing economies, expanding trade flows and stronger connections with markets around the world. The continent's evolving supply chains and increasing demand for reliable international connectivity are creating new opportunities for businesses and communities. For Hapag-Lloyd, these developments reinforce the importance of being closer to African markets and customers, supported by continued investment in local expertise, capabilities and network connectivity. This continued investment is reflected in Hapag-Lloyd's strengthened presence in Southern and East Africa. In Namibia, a new Hapag-Lloyd office in Walvis Bay establishes the company's own local presence in the market. In East Africa, a new setup in Kigali will serve customers in both Rwanda and Burundi, strengthening Hapag-Lloyd's reach into two landlocked markets and connecting them with the company's regional and global network. For Rwanda and Burundi, the new presence builds on Hapag-Lloyd's existing connectivity in East Africa. Through Dar es Salaam, Hapag-Lloyd offers two weekly services supporting imports and exports, with direct connections to India and the Far East. The Kigali setup complements this network by bringing customer support and market expertise closer to customers in both markets. "Strengthening our presence in Namibia, Rwanda and Burundi is an important milestone in the continued development of Hapag-Lloyd in Africa," said Jesper Kanstrup, Managing Director Sub-Region Africa at Hapag-Lloyd. "Africa is a highly diverse continent, and serving our customers successfully requires a strong understanding of the individual markets in which they operate. By strengthening our presence, we combine local industry knowledge and customer proximity with the reach of Hapag-Lloyd's global network. Each market offers different opportunities, and this expansion reflects our long-term commitment to our customers and to Africa." As Hapag-Lloyd continues to deliver on its Strategy 2030 ambitions, Africa remains an important part of the company's growth journey. By investing in local teams and market expertise, and working closely with customers, authorities and partners, Hapag-Lloyd says it aims to build an organization that can respond to the distinct needs of African markets while connecting them to its global liner network. The developments in Namibia, Rwanda and Burundi mark another step in that journey and reflect Hapag-Lloyd's long-term commitment to growing together with its customers across the continent.
Hapag-Lloyd builds momentum in Africa with expansion in Namibia, Rwanda and Burundi. Hapag-Lloyd is further strengthening its presence in Africa with new offices supporting customers in Namibia, Rwanda and Burundi, marking the latest step in the continued growth of its organization across the continent. From October 1, 2026, Hapag-Lloyd will establish its own local presence in Namibia and expand its reach in East Africa through a new setup in Kigali serving customers in both Rwanda and Burundi. Together, the developments strengthen Hapag-Lloyd's organization across Southern and East Africa, bringing the company closer to customers and reinforcing its ability to combine local market expertise with the reach of its African and global network. Africa continues to play an increasingly important role in global trade, supported by growing economies, expanding trade flows and stronger connections with markets around the world. The continent's evolving supply chains and increasing demand for reliable international connectivity are creating new opportunities for businesses and communities. For Hapag-Lloyd, these developments reinforce the importance of being closer to African markets and customers, supported by continued investment in local expertise, capabilities and network connectivity. This continued investment is reflected in Hapag-Lloyd's strengthened presence in Southern and East Africa. In Namibia, a new Hapag-Lloyd office in Walvis Bay establishes the company's own local presence in the market. In East Africa, a new setup in Kigali will serve customers in both Rwanda and Burundi, strengthening Hapag-Lloyd's reach into two landlocked markets and connecting them with the company's regional and global network. For Rwanda and Burundi, the new presence builds on Hapag-Lloyd's existing connectivity in East Africa. Through Dar es Salaam, Hapag-Lloyd offers two weekly services supporting imports and exports, with direct connections to India and the Far East. The Kigali setup complements this network by bringing customer support and market expertise closer to customers in both markets. Discover more International shipping news Freight transport services "Strengthening our presence in Namibia, Rwanda and Burundi is an important milestone in the continued development of Hapag-Lloyd in Africa," said Jesper Kanstrup, Managing Director Sub-Region Africa at Hapag-Lloyd. "Africa is a highly diverse continent, and serving our customers successfully requires a strong understanding of the individual markets in which they operate. By strengthening our presence, we combine local industry knowledge and customer proximity with the reach of Hapag-Lloyd's global network. Each market offers different opportunities, and this expansion reflects our long-term commitment to our customers and to Africa." As Hapag-Lloyd continues to deliver on its Strategy 2030 ambitions, Africa remains an important part of the company's growth journey. By investing in local teams and market expertise, and working closely with customers, authorities and partners, Hapag-Lloyd aims to build an organization that can respond to the distinct needs of African markets while connecting them to its global liner network. The developments in Namibia, Rwanda and Burundi mark another step in that journey and reflect Hapag-Lloyd's long-term commitment to growing together with its customers across the continent. Source: Hapag-Lloyd
Hapag-Lloyd opens in Walvis Bay and Kigali. Hapag-Lloyd has opened offices in Walvis Bay, Namibia and another in Kigali to serve Rwanda and Burundi. The line offers twice-weekly services to and from Dar es Salaam, with direct connections to India and the Far East.