Sea Import Customer Care Specialist

Abacus is looking for a Sea Logistics Customer Care Specialist in the Boston, MA area. The Sea Logistics Import Coordinator is responsible for processing Sea Logistics shipments with high accuracy by using proprietary forwarding applications. Execution shall be performed in line with company operational procedures, Sea Logistics standards, and compliance guidelines with a focus on ensuring operational excellence and customer service in collaboration with other team members.

Your Responsibilities:

• Coordinate with shippers, truckers, and steamship lines for the Import of shipments; the complete process of shipment includes arranging for cargo collection and inland transportation, booking, document preparation, follow up with tracking and tracing, data quality requirements, FSL, problem identification/resolution where capable/authorized, ensure the highest level of data quality by processing the shipment accurately and review and ensure alignment of shipping instructions (SOP’s/ABT, SIC…) including clarifying any deviations/conflicts taking country regulations, import compliance and rate and routing information into consideration.
• Compliance with US Trade Control Laws and Regulations, be responsible for ensuring the quality of documents including match between data entry and documents, proofreading of commercial documents and OBL, manage vendors and exceptions including shipment rolling and monitor files for profitability including validation of buying vs selling rates and credit limits, reporting of deviations to P/L (owners) if not resolvable at desk level.
• Monitor operational performance of carriers and other vendors and escalate/create awareness if performance and commitments are not being delivered, DGM (Dangerous Goods) Compliance, if applicable, resolve issues respective to meeting client requirements, data input and general customer service inquiries and ensure the highest quality of Customer Service.
• Responsibilities include maintaining communication with vendor, shipper, customer, carrier, and overseas offices throughout the process, handling and managing all customer contact at the file level regarding exceptions, increasing customer service satisfaction and business share through proactive and regular customer contact, and overall responsibility for file maintenance, FSL, timely and accurate billing, job costing forecast accuracy, e-filing and KPI’s.
• Resolve billing discrepancies and discrepancies against client SOP’s, ensure approval for credit notes and/or invoice reversals before issuance and timely distribution of billing packages and commercial documents in accordance with shippers, and/or destination country requirements.
• Initiate and resolve any rate discrepancies, immediately report problems, operation disputes, or discrepancies to the supervisor, manager, divisional manager, or branch manager, work with Sales on Account implementation, ensuring a smooth transition from sales to operations and read and work in accordance with Quality Management Work Instructions and QHSE procedures.

Onsite 4-5 days a week.