Senior Intermodal Customer Operations Coordinator

About Us

Matson Logistics is a leading provider of multimodal transportation, warehousing, and distribution services throughout North America. Known for our innovative solutions and financial strength and stability, Matson Logistics' people, processes and systems work together to deliver superior performance and value to our customers every day. Click here to learn more about us!

About the Role

The Senior Intermodal Customer Operations Coordinator position is responsible for day-to-day contact for customers. Responsible for order acceptance, order tracking and maintenance, accessorial management, and daily solicitation of orders from existing customers. Exercises limited to moderate discretion and judgment to resolve a variety of problems due to insufficient rail or truck performance, ML service failure, force majeure, etc, in a manner that best protects the customers' shipment while protecting ML interests and, in a manner, consistent with ML values.

What you'll do:

• Work with the customer and Matson Sales Representative too effectively on-board 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.
• Receives order requirements and specifications from customers and identifies available options and alternatives to achieve desired results.
• Determines methods of shipment, including container requirements, motor carrier/trucking/over-the-road (OTR) vendors, and railroad service providers.
• Develops a knowledge and understanding of customers' products and intermodal transportation requirements.
• Solicit additional loads daily from our existing customers.
• Monitors the movement of freight to ensure timeliness of freight transfers and deliveries.
• Provides regular status reports of shipments in progress to customers as needed or required.
• Identifies delays, such as derailments, detours, load shifts, damage, or other complications associated with shipments as they arise and enacts contingency plans and/or implements corrective actions as necessary.
• Resolves matters regarding equipment requirements with the load planners that may impact delivery schedules.
• Informs customers of freight delays and loads sustaining overages, shortages, and damage.
• Gathers data and conducts preliminary investigations pertaining to loads that sustain overages, shortages, and/or damage to minimize loss and assist in mitigating loss claims. Assists in resolving situations involving distressed loads or other trip complications.
• Reviews and authorizes the payment or nonpayment of accessorial charges, invoice discrepancies, and loss claims.
• Determine which accessorial charges can be billed, invoice the accessorials, 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.
• Assists other Intermodal Customer Operations Coordinator's with any work-related issues in the absence of a team lead or supervisor.
• Assumes the responsibility for tracing, order entry, etc. on the desk of unexpectedly absent Intermodal Customer Operations Coordinator's or at any time when the amount of work exceeds the operating staff count.
• Resolves problems on distressed loads with minimal supervisory guidance and intervention.
• May negotiate rates and service with dray vendors as necessary to protect the interests of the customer and/or ML margin.
• Assists in the training of new Intermodal Customer Operations Coordinator's, Sales Representatives & other new hires needing to familiarize themselves with ML intermodal operations.
• Consistently demonstrates excellent customer service and communication skills in stressful situations and/or environments in a pleasant and professional manner.

You have these skills:

• Has consistently exceeded performance expectations
• Consistently leads by example by maintaining good attendance and punctuality, retaining a positive attitude under pressure, and displaying unconditional teamwork.
• Demonstrates initiative and willingness to assist on all ML accounts, not just the ones assigned by the supervisor/manager.
• High level of problem-solving capability while working under minimal supervision.
• Makes good use of all free time on the job by assisting co-workers, asking for additional work or responsibilities or developing tools that will benefit the entire customer service group.
• Excellent interpersonal, verbal, telephone, and written communication skills
• Strong ability to plan, prioritize, and manage multiple tasks.
• Able to work with others, including teammates, vendors, suppliers, and internal and external customers, to achieve common goals.
• Able to adapt quickly to changes in customer requests and requirements, number of accounts serviced, seasonal variances in workload, and industry needs and requirements.
• Able to input and edit transaction data accurately and in a timely manner (including accessorials and discrepancies) in a complex computerized order-entry system.
• Above average skill in all MS Office components; sufficient proficiency in Excel to create and modify spreadsheet formulas, pivot tables, etc., as may be required by specific business needs.

And these qualifications:

• High school diploma or general education degree (GED) required and three (3) or more years of related industry experience and/or training; or equivalent combination of education, training, and experience.

Extra credit if you have:

• Four-year degree from college or university preferred.

At Matson Logistics, we're looking for people to build a unified team to maintain our values of trust, integrity, and reliability. We welcome people who think rigorously and thoughtfully challenge assumptions.

The annual salary range is posted for this position in Illinois. The salary offered will depend upon qualifications and other operational considerations.

Matson Logistics offers medical, dental, and vision insurance benefits as well as a wide variety of other benefits to employees and their families. These benefits options include life insurance, supplemental life insurance, paid leaves of absence, and long-term disability insurance, as well as more specialized benefits such as emergency childcare, death and dismemberment insurance, prepaid legal services, and adoption assistance. Matson Logistics offers a 401k with employer matching and profit sharing, along with 9 paid holidays, 5 sick days and a tiered vacation plan. More information on our benefits can be found here.

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Matson is an equal opportunity employer. Applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), age, sexual orientation, national origin, marital status, parental status, ancestry, disability, AIDS/HIV status, gender identity, gender expression, veteran status, genetic information, or any other protected status. Qualified applicants with arrest and/or conviction records will be considered for employment in a manner consistent with federal and state laws, as well as applicable local ordinances, including, but not limited to, the San Francisco and Los Angeles Fair Chance Ordinances.
View our applicant privacy statement: https://www.matson.com/media/Applicant_Privacy_Statement.pdf.