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 to