Customer Support Administrator

Position Description

Title: Customer Support Administrator

Status: Full-time, Non-exempt

Company: Host Terminals, LLC at Avondale Global Gateway

Reports To: Traffic Manager

Avondale Global Gateway is a 254-acre former shipyard on Mile 108 of the Mississippi River, redeveloped into a multimodal logistics terminal with significant warehousing and storage capabilities. T. Parker Host acquired Avondale in 2018 from Huntington Ingalls Industries and has since reestablished its iconic prominence into a model of ingenuity. Avondale Global Gateway is a historic property with four docks and over one mile of waterfront, uniquely accommodating ships, barges, rail and trucks. This facility offers immediate access to the regional and interstate highway system and is positioned at the interchange of six Class I railroads, creating the ability for cargo to be distributed in all directions.

Avondale Global Gateway has become integral to HOST’s continued efforts of shifting the transportation paradigm and rethinking how cargo moves – providing exceptional service and solutions to our customers.

Position Summary: HOST seeks a dynamic, operations-minded specialist to serve as a liaison between our customer support, operations, and scale teams. Working with a myriad of personalities in a fast-paced environment where daily activities will vary widely. In this position, the specialist will play an important role supporting the customer service, traffic, and operations teams to ensure smooth and successful operations.

Essential Responsibilities and Duties:

• Serve as point of contact and key liaison between Customer Support and Scale House teams.

• Prepare or execute documents, such as work orders, transportation files, releases from clients, truck and container manifests and bills of lading, and shipping orders to route materials for all terminal operations.

• Understand basic shipping methods for materials, using knowledge of shipping procedures, routes, and rates.

• Responsible for all daily handling of paper and electronic documentation, including review, tracking, scanning, filing, maintenance, and retrieval of departmental documents.

• Serve as subject-matter expert in scale house, with a consistent presence across scale, truck, and container operation sites.

• Track and update cargo status in terminal operating systems and communicate updates to customers

• Prepare, review, and process shipping documents such as bills of lading, delivery orders, manifests, and cargo receipts

• Schedule appointments for cargo pickup and delivery, ensuring compliance with terminal procedures

• Resolve customer inquiries, discrepancies, and complaints related to cargo handling, damage, or delays

• Verify cargo details (dimensions, weight, marks, and condition) and ensure accurate system entry

• Support customs clearance processes by providing required documentation and information

• Escalate operational issues or service disruptions to supervisors as needed

• Participate in continuous improvement efforts to enhance customer satisfaction and operational efficiency

• Assist with invoicing, billing inquiries, and documentation for storage, handling, and demurrage charges

• Filing, data entry and telephone communications

• Build relationships with customers and vendors and co-workers

• Processes inbound and outbound orders for all terminal operations

• Scheduling and other Traffic related duties, including coverage within scale house operations to support overtime reduction when needed.

• Other duties as assigned, including evening or weekend availability as needed.

Education, Knowledge, Experience, Skills and Abilities Required:

• Possess strong skills and proficiency with Microsoft Word, Excel, PowerPoint and Outlook, as well inventory system software.

• Candidate must be proactive, flexible, and a self-starter with the ability, prioritize, and execute multiple activities in a fast-paced work environment.

• Must be able to manage the varied tasks associated with multiple projects.

• Superb organizational and interpersonal skills.

• Must be able to multi-task and prioritize, work independently, be extremely detailed oriented, and forward thinking.

Physical Requirements:

• Must meet “fit for duty” requirements upon job offer (pre-employment physical and drug test)

• Frequent changing from sitting to standing and sitting again throughout course of shift.

• Ability to lift up to 40 pounds.

• Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus.