Cross Border Operations Specialist

• 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.

• 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.

• 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.

• 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.

Hellmann Worldwide Logistics