Customer Service Coordinator Ii
2 weeks ago
This role will support multiple functions of the 24/7 operation through all terminals. The Customer Service & Operations Coordinator (CSOC) will be key in providing oversight for efficient loading and unloading of the vessels, assisting with customer requests for movement of commercial traffic, accountable for a seamless check-in and check-out process using internal programs and hold a certification in handling of dangerous goods. The CSOC will be accountable to lead and communicate during irregular operational events, enacting contingencies and escalating as required.
**Note: Due to business needs, this position is required to be fully on-site based at 7700 Hopcott Road, Delta.**
**This is a 12 month limited term employment with eligible benefits.**
**What you'll do**
- Handles all reservations from one terminal to another. Proactively recognizes and follows up with customers when reservations are not being met or customers are late.
- Proactively books additional business to increase revenue and improve vessel utilization. Assists with payments for all walk-up customers, ensures transaction completeness and accuracy.
- Takes inventory of all trailers on terminal and tracks all inbound units to ensure customers can track their inventory in our service using our online system.
- Understand, practice and achieve the Customer Level Service standards established by the organization and complete all related training as required. Responsible for the daily terminal activities in accordance with the terminal SOP set by the Manager, Terminal Operations.
- Maintain full certification for handling dangerous goods units and ensure terminals are upholding requirements to be safe and compliant.
- Ensures all vessels are loaded to the best capacity possible within the turnaround times allowed for in the service schedule. Ensures that all safety requirements are met during loading and acts as the main point of contact for any emergency response until relieved by Manager.
- Accurately enters information into BOL system to allow for accurate invoicing to be generated down the line.
- Monitors marine weather station, in concert with vessel crews keeps overall operation and customers updated of any adverse weather conditions, and possible schedule revisions
- Assists Supervisor, Customer Service in preparing and maintaining contract staff schedules and reconciling their hours worked.Participate in all aspects of terminal safety and attend safety meetings whenever possible.
**What you'll bring**
- Completion of Grade 12 education plus a Certificate in Handling Dangerous Goods.
- A minimum of 5 years logistics and customer service experience within the Marine/Transportation industry.
- Excellent communication and interpersonal skills.
- Ability to work independently and within a team environment continually looking for improvement opportunities.
- Comfortable working in a fast - changing dynamic atmosphere and ability to handle high pressure situations, make safe and quick decisions with limited information and prioritize subsequent tasks without direction.
- Thorough knowledge in terminal operations and marine transportation, with the ability to address staff, traffic & vessel concerns professionally while ensuring tasks are completed in a timely fashion.Outgoing with a positive attitude, multi
- customer environment focused on understanding inquiries, identifying root causes, and growing the business.
**Why you'll love working here**
LI-ONSITE
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