What are the responsibilities and job description for the Customer Support Clerk II position at Matson Terminals, Inc?
About Us
Matson has been the leading ocean shipping and logistics provider throughout the Pacific since 1882. We are the supply chain lifeline for Hawaii, Alaska, Guam, and islands of the South Pacific. We also offer the top two ocean shipping services in the world’s largest trade lane - Asia to the U.S. West Coast. With our subsidiaries Matson Terminals and Matson Logistics, our business focus is exceeding customer expectations with quality, reliability, and integrity.
We strive to operate in an environmentally sustainable manner and promote land-based environmental programs in Hawaii, Guam, and Alaska. We help improve the communities in which we work and live through our community giving program that annually supports hundreds of local organizations. And we work to improve diversity, equity and inclusion in our company, communities and industry through an active social equity program.
Matson is a great place to work, and everyone who works with us becomes part of the Matson ohana or family. Join our team and help us move freight better than anyone.
Learn more at matson.com.
About the Role
The Customer Support Clerk II champions Honolulu Operations at the Terminal level (i.e., container yard, gate, and vessel operations) by providing a high level of support to customers, consignees, shippers, government agencies and the trucking community.
What you’ll do:
- Execute accurate daily communication to shippers, consignees, and truckers of CY containers: arrival, deliveries, and availability to customers. Provide support to the Development teams responsible for the maintenance of the notification system(s) ensuring all notifications are broadcasted correctly and timely.
- Monitor and create updates of all containers with holds, to include Customs, TAG, and AG as needed so that notification’s go out to all parties of all clearances.
- Assist shippers, consignees, and truckers with container locations in CY utilizing various methods of communication.
- Reconcile CY inventory to identify and communicate any UTL’s or variances to internal departments.
- Reconcile vessel discharge containers ensuring accurate information is imported into Honolulu Operations terminal operating systems.
- Maintain all files for vessels and barges to ensure paperwork is complete and accurate for all import, export, and transshipment containers.
- Monitor Cargo Status changes and inform all affected parties.
- Notify customers/consignees on astray containers returning from the Neighbor Islands.
- Provide technical and information assistance to delivery and receiving scale house and walk-up service window.
- Fill in as scheduled for optimal 24-hour coverage for internal operations departments when others are out on sick leave, vacation, or any other approved leave.
In addition to those essential job functions identified above, individuals in this position are also responsible for performing other duties or tasks that may be assigned. The Company retains the discretion to add to or change the essential job functions of this position at any time.
You have these skills:
- Proficiency with personal computers: Microsoft Office, and general knowledge in computer software applications. Previous use of Microsoft Word and Excel required.
- Analytical skills: strong ability to multi-task, organize and prioritize to meet deadlines.
- Customer service skills with customers, truckers, government agencies.
- Ability to work with a sense of urgency; attention to detail and follow up a must.
And these qualifications:
- College degree preferred or equivalent experience.
- Previous customer service experience required.
- Must be available all shifts: days, nights, weekends, holidays.
- Must have or be able to obtain and maintain a TWIC card.
You’re also great at:
- Acting as a team player with good written and oral communication skills.
Extra credit if you have:
- At least one (1) year of Maritime freight documentation experience.
- Knowledge of shipping, operations, or logistics software.
At Matson, we're looking for people to build a unified team to maintain our values of trust, integrity, and reliability. We welcome diverse perspectives and people who think rigorously and thoughtfully challenge assumptions.
The hourly rate of pay is posted for this position in Hawaii.
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