CUSTOMER CARE COORDINATOR IMPORT (CUSTOMS CLEARANCE) - m/f/d

JOB PURPOSE & PRIMARY JOB RESPONSIBILITIES

In this position, you act as an expert for customs-relevant topics and ensure that the required customs data for every ship complies with the strict standards of international authorities. Your expertise in import customs regulations forms the essential foundation for our operational success and legal security. In this role, you are also responsible for responding to inquiries from our key account customers. You ensure a consistently high level of service by developing timely solutions for service issues that are brought to your attention via the Service Cloud or other channels.

CUSTOMS & COMPLIANCE OPERATIONS

• End-to-End Processing: Prepare and review import customs declarations and verify all relevant shipping documents.
• Regulatory Compliance: Ensure strict adherence to all foreign trade regulations and internal company rules.
• Coordination: Monitor critical deadlines and coordinate directly with customs authorities, terminals, and partners.

KEY ACCOUNT MANAGEMENT

• Frontline Support: Act as the primary contact for Key Account clients, providing immediate responses to queries and ensuring a consistently high service level.
• Digital Adoption: Active promotion of the e-commerce platform and self-service tools to clients where applicable.
• Communication: Serve as an active communicator with international internal stakeholders as well as external partners.

PROBLEM RESOLUTION

• Issue Resolution: Proactively resolve service issues received through Service Cloud or other channels to maintain smooth operations.
• Cross-Functional Collaboration: Liaise cross-functionally with other departments to overcome operational challenges.
• Escalation Management: Act as the designated escalation point for complex enquiries or complaints.

REQUIRED SKILLS AND COMPETENCIES

• ATB Management: 
  • Expert handling of ATB numbers (Atlas), including splits, modifications, MRN reconciliation, and communication with customs authorities.
• Port Community Systems:
  • Proficient in Dakosy and BIP for manual ATB creation, manifest updates, and troubleshooting specific error codes (e.g., Status 914, APERAK).
• ICS2 Compliance: 
  • Strong knowledge of ICS2 regulations, including ENS-MRN creation for transit, OESumA, and Supplementary Declarant processes.
• ​​​​​​A minimum of 3 - 5 years of professional shipping experience preferably 
• Business fluent in English
• German (C1+) oral and written
• Strong digital orientation and growth mindset

WHAT WE OFFER

• Full time employment (38h)
• Modern workplace
• Mobile working possibilities (2 days per week)
• 30 days vacation
• Flexible working time
• Job bike possibility
• Company pension scheme
• Open communication and innovative collaboration
• Career & development opportunities

Located in the Hamburg office.