Customer Service Coordinator I

2 weeks ago

Delta, Canada Seaspan ULC Full time

A Customer Service Operations Coordinator (CSOC) is accountable for the safe and efficient handling of all traffic between Seaspan Ferries Mainland and Vancouver Island terminals, with a strong focus on customer service in a 24/7 operation. This role facilitates the end-to-end process from customer inquiries, accurate processing of bookings for shipments through our terminals, coordinating & communicating with our terminal and vessel teams to ensure a seamless operation.

**Note: Due to business needs, this position is required to be fully on-site based at Seaspan Ferries Tilbury Terminal.**

**What you'll do**
- Monitor reservations through the sailing network. Proactively recognize and follows up with customers when committed reservations are not being met or being delayed.
- Identify opportunities to increase volume and maximize vessel capacity while ensuring sailings operate as per published schedules.
- Ensure terminal audits are completed daily to validate trailer dwell time and work with customers to manage their inventories using the online system.
- Responsible for a safe and secure operation, following established standard operating procedures outlined by the Manager, Terminal Operations.
- Adhere to company safety regulations & standards, ensuring all incidents are logged accurately and tracked using the internal safety management system.
- Monitor multiple operational dashboards, marine weather station, and coordinate in concert with vessel crews, while ensuring appropriate communication is disseminated and escalated as required.
- Participate in terminal safety audits, drills, attend safety meetings and trainings as scheduled.

**What you'll bring**
- Completion of Grade 12 education
- Certificate in Handling Dangerous Goods.
- A minimum of 5 years logistics and customer service experience within the Marine/Transportation industry.
- Strong communication and interpersonal skills.
- Ability to work independently and within a team environment, optimizing work processes with a focus on continuous improvement
- Enjoys working in a fast-paced environment, ability to handle high pressure situations, make safe and quick decisions with limited information and prioritize subsequent tasks without direction.
- Effective communication when coordinating operations with all operational teams.

**Why you'll love working here**
- We also provide a best-in-class health and wellness benefits package for this position that includes such things as full health care (including unlimited physiotherapy), dental, vision, medical leave coverage, wellness/fitness reimbursement for memberships or registration fees, and an Employee Family Assistance Program (EFAP) through Homewood Health.

LI-ONSITE #LI-HN1

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