Service Coordination Director

About HMM America Shipping Agency:

HMM is a leading global shipping company operating over 130 state-of-the-art vessels encompassing more than 50 sea routes to over 100 ports of call. HMM strategically collaborates with customers to develop customized supply chain solutions for dry, refrigerated and other specialized cargo.

HMM has formed a global business network of vessels, terminals, railroads, trucks and offices around the world. HMM is highly regarded as one of the world's top integrated-logistics companies with a commitment to operational excellence by our team of industry professionals and state of the art technology.

GENERAL POSITION OVERVIEW

This position is responsible for the day-to-day management and oversight of key operational areas within the Dallas Customer Service Center (DCSC), specifically focusing on Demurrage & Detention (DND), Freight Cashier (F/C), and Billing & Collection (B/C). This role will also serve as the "AHQ Control Tower" for North & South America operations related to DND, F/C, and B/C, ensuring efficient and effective processes across the region.

ESSENTIAL JOB FUNCTIONS/DUTIES

• Responsible to ensure the fulfillment of each team’s goals and KPI’s according to company standard.
• Show strategic and goal-oriented leadership focused on the teams’ performance. (primarily timely & accurate ‘invoicing’, and ‘collection’) Meanwhile, to provide quality customer service without any additional or minimal cost exposure to the company.
• Communicate clearly and enforce company policies and regulations with subordinates and Management
• Responsible for Staff Management (Performance Appraisal & Disciplinary Meetings), Team Performance, and Teamwork.
• Manage job training for employees providing an overview of Service Coordination.
• Coordinate with Management requirements from AHQ or HMM Seoul to ensure completion within the time frame given.
• Identify failures in SOP and address accordantly while improving the SOPs
• Manage market intelligence and tariff (system Tariff, published rule Tariff) for DND. - N.&S. America
• Generate visibility for DND Invoicing & Collection for US Region and KPI reports
• Manage US Import and Export long term O/F Outstanding Issues, Invoicing (statement of account) O/F
• Handling of DND dispute resolution as per FMC guidelines, handling O/F, TPR disputes and settlement.
• Verify/Monitor/Report cost recovery activity & rebilling & collection status

• Complete reports as required by Upper Management.
• Attend regular meetings as required (with AHQ, within DCSC, with S. America Agents & etc.)
• Professionally represent the company to internal and external customers and/or vendors.

QUALIFICATIONS

ESSENTIAL SKILLS, KNOWLEDGE, AND ABILITIES

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.

• Exceptional understanding of the International Containerize Transportation Industry.
• Complete and thorough understanding of all U.S. invoicing & dispute handling requirements for DND disputes, in compliance to FMC.
• Provide information and respond to questions from Management, Employees as well as Customers.
• Write reports, business correspondence, and procedural manuals.
• Work effectively with minimal supervision and prioritize workload.
• Ability to multitask and handle information professionally and effectively.
• Professional and proficient communication skills & etiquette (phone/f2f verbal/email/any written)
• Exceptional knowledge & computer skills of MS Office (Excel – running Pivot, PPT – presentation)

EDUCATION AND EXPERIENCE

• College graduate preferred but not required.
• 10 years of prior industry experience.
• Experience with ocean carriers, global logistics, or international trade (3PL) is preferred

ENVIRONMENT / EQUIPMENT / PHYSICAL DEMANDS

• Work performed in an office environment where the noise level is moderate. Regularly required to stand, sit, and walk around the office. Frequently required to work on a computer and use of calculator, phone, fax, copy machine, printer, and document shredder. Occasionally required to use force to lift, push and pull up to 20 pounds.

The pay range listed for this position is the anticipated starting salary or wage range, and the final offered rate will be based on individual merit and the relative compensation of employees in similar positions. HMM employee benefits include highly subsidized individual and family insurance coverage (medical, dental and vision), term life and disability insurance, 401(k) employer matching contributions, paid holidays, and up to 10 vacation days and six sick days in the first year.

HMM provides equal employment opportunities without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other legally protected characteristics. We will consider qualified applicants with criminal histories in a manner consistent with legal requirements. HMM participates in the E-Verify program.