Cross Border Operations Specialist

For more than 150 years, Hellmann Worldwide Logistics has been making strides in the freight forwarding industry because of our exceptional employees in the global Hellmann Family.

Our unmatched passion for the employee experience and energy to service our customers makes our resilience possible.

Our Hellmann Promise is to collectively shape our culture through our mission, values, and leadership principles.

If this resonates with your career aspirations, come and help us shape our sustainable impact, job details below!

The Cross Border Operations Specialist is the primary customer and vendor contact for all operational inquiries. This role coordinates cross border product shipments ensuring that service commitments are achieved in accordance with standard service, client requirements and company objectives.

Communicates effectively and professionally with customers, vendors, internal stakeholders and government agencies.

ESSENTIAL DUTIES AND RESPONSIBILITIES :

• Ensures cross border product operations are compliant with internal HWL policies and applicable regulatory agencies.
• Coordinates cross border product operation effectively from quoting through invoicing : A Z.
• Inputs data, files, and processes documentation in accordance with various standard operating procedures (SOPs) and system requirements.
• Keeps clients informed and maintains knowledge of market trends and changes in service options.
• Provides professional, timely and courteous customer service to all vendors, shippers, and agents to facilitate the required objectives and provide customers with daily updates.
• Receives rate requests, interprets tariffs and provides clear, professionally formatted quotations.
• Treats Hellmann colleagues as internal customers with the same care, respect, and service priority as external customers.
• Works in close collaboration with other Hellmann products, Air Import / Export, Sea Import / Export, Contract Logistics, and Sales teams as needed.
• Checks clients' credit status prior to arranging transportation.
• Ensures vendor invoicing is completed accurately and in a time frame consistent with company policy.
• Provides pro-active information to customers in cases of service variance with a focus on viable solutions.
• Responsible for prompt escalations to Cross border Product, Account Management and / or Sales when appropriate.
• Supports product dispatch as needed by arranging, tracking, and billing efficient first mile / last mile movement for international Airfreight and Seafreight shipments.
• Works to resolve problems with Accounts Payables and Accounts Receivables.
• Ensures clients, Hellmann partners or other required parties are kept fully informed of transport arrangements and event status as requested.
• Responsible for all shipment-level communication between Hellmann and customers, carriers, and vendors.
• Escalates all recurring carrier / vendor service issues to Supervisor.
• Enters and updates all required milestone tracking events within area of responsibility.
• Maintains service relations with customers, carriers, vendors, and other Hellmann offices.
• Verifies and confirms any additional charges incurred (i.e., driver waiting time, demurrage, detention, etc.)
• Consults with supervisor prior to agreeing to non-standard services and / or pricing.
• Promptly communicates all additional charges incurred to the customer to prevent disputed invoices.
• Dispatches all Hellmann arranged deliveries or communicates necessary information to carrier / consignee for all non-Hellmann arranged deliveries.
• Performs other duties as assigned.

SUPERVISORY RESPONSIBILITIES

This position does not supervise any direct reports.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and / or ability required.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION AND EXPERIENCE :

• Bachelor’s degree or equivalent combination of education and work experience will be considered in lieu of educational requirement.
• Experienced in freight forwarding operations (multimodal).
• 3+ years’ experience in cross border operations is required.
• Completion of any industry related course is an asset.

KNOWLEDGE, SKILLS & ATTRIBUTES

• Organizational skills.
• Time management and prioritization.
• Analytical and problem-solving skills.
• Customer-focused.
• Adaptable / flexible to high-pressured environment.
• Interpersonal skills.
• Proficient in Microsoft Office Suite (Word, Excel, PowerPoint), Outlook, and Internet.
• Proficient written and verbal skills communication skills in English.
• Ability to calculate figures and amounts such as freight rates, discounts, and other percentages.

PHYSICAL DEMANDS

• Frequently required to stand and walk.
• Regularly required to sit for extended periods.
• Regularly uses arms to reach, hands and fingers for computer and phone use.
• Speaking clearly and listening for heavy phone contact
• Requires close-up and computer screen distance vision ability.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

WORK ENVIRONMENT

The work environment characteristics are similar of those of an office setting with various office equipment.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability status.