Customer Service Operations Coordinator

4 days ago

Nanaimo, Canada Seaspan ULC Full time

The Casual Customer Service and Operations Coordinator in the Terminal Operations Department reports to the Lead, Terminal Operations. You will provide part-time support to our Terminal Operations. In this shift work role, you will be 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 this 24/7 operation. The Casual Customer Service and Operations Coordinator facilitates the end-to-end process from customer inquiries, accurate processing of bookings for shipments through the network, and coordinating & communicating with our terminal and vessel teams to ensure a seamless operation. At Seaspan Marine we operate 364 days of the year offering a 24/7 service to our customers.

**Note: Due to business needs, this position is required to be fully on-site based at Duke Point Terminal, 850 Jackson Road, Nanaimo, BC, V9X 1J2
**What you’ll do**
- Monitor reservations through the sailing network. Proactively recognize and follow up with customers when reservations are underutilized
- Identify opportunities to increase volume and maximize vessel capacity, with an on-time focus
- Ensure terminals are always in a ready state
- Responsible for a safe and secure operation, following established SOPs outlined by the Manager, Terminal Operations, and ensuring all incidents are reported and tracked within the safety management system
- Monitor multiple operational dashboards, marine weather station, and coordinate in concert with vessel crews, ensuring appropriate communication is disseminated and escalated as required.
- Participate in terminal safety audits, drills, and attend safety meetings and trainings as scheduled

**What you’ll bring**
- Flexibility to work on call and support a 24/7 operation
- Ability to work various shifts Monday to Friday 10:00am - 6:00pm, 3:00 - 11:00pm & 7:00pm to 3:00am; and on weekends 7:00pm to 3:00am.
- Availability to work 0-40 hours per week which will vary, but typically around 15-25 hours per week.
- Ability to learn and complete certifications for Handling of Dangerous Goods, forklift & ramp operations
- Completion of Grade 12 education
- Strong diligence to safety, ability to follow & implement standard policies and procedures to coordinate a safe, efficient, and seamless operation
- Possess a strong work ethic and excellent verbal & written communication skills
- Excellent interpersonal skills and a passion to build customer relationships

**Why you’ll love working here**
- Join a team at Seaspan that is critical for Vancouver Island by providing goods and materials necessary to sustain island residents
- We take care of our people and offer ongoing learning and training opportunities to our Customer Service Coordinators
- This is a value-add role that will give you the opportunity to make a difference on a high-impact team

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