Customer Service Coordinator

As a part of the NYK Group, Yusen Logistics (Americas) Inc. performs a key role in keeping world trade moving by offering air and ocean freight forwarding, global warehousing, reverse logistics, intermodal and multimodal transportation, and supply chain solutions to some of the world’s largest industries.

The Customer Service Coordinator manages Air Import shipments ensuring effective customer service, accurate shipment processing, timely deliveries and troubleshooting errors. The position is located in either the Import department of “super” or “large” sized branches in the International Division of YLA.

**Act as the primary point of customer contact in the assigned account:** * Primarily responsible for providing effective customer service for all internal and external customers by utilizing in-depth knowledge of operational import processes. * Manage customer relationship in assigned accounts. * Proactively provide shipment status and notify customers of any delays regarding arrival, delivery or dispatch of shipments. * Ensure Standard Operating Procedures are available for each account serviced. Follow SOP in performance of all operational processes. **Coordinate timely shipments at optimal cost and to customer satisfaction:** * Proactively ensure current pricing information is available for all shipments before making necessary bookings. * Coordinate with overseas offices, agents, customers and domestic vendors for timely shipments in assigned accounts. **Problem Resolution:** * Address customer concerns, trouble shoot errors, provide timely feedback on service failures and follow up on escalations. * Review exception reports regularly, identify and resolve discrepancies. * Provide back-up support in assigned departments. **Core Competencies and Values** * Inspires the trust of others; Works with integrity and ethically; Upholds organizational values. * Demonstrates ability to comply with YLA Core Competencies: Problem Solving & Decision Making, Accountability & Responsibility, Communication, Collaboration & Teamwork, and Customer

* Must be bi-lingual in Japanese/English * Experience working in a Japanese Company preferred * High School Diploma * Experience providing customer service to internal and external customers, including meeting quality standards for customer services. * Must be able to work independently with minimal supervision, depending on oneself to complete objectives and determining when escalation of issues is necessary * Experience using time management skills such as prioritizing/organizing and tracking details and meeting deadlines of multiple projects with varying completion dates * Ability to read, analyze and interpret verbal and written requests and directions. Must have the ability to compose letters, memos, emails and other written documentation clearly and concisely. * Must be able to present oneself in a highly cooperative and professional manner with both internal and external customers, vendors, and government officials. * Working knowledge of Windows operating system and proficiency in Microsoft software applications (i.e., Word, Excel)