Customer Service Operations Coordinator

2 weeks ago

Nanaimo, Canada Seaspan ULC Full time

The Customer Service & Operations Coordinator (CSOC) organizes the safe and efficient handling of all traffic between various terminals with a strong focus on customer service. This role facilitates the entire process from a customer inquiry until delivery to the customer has been completed. The CSOC is responsible for efficient loading and offloading of traffic, including ramp operation for vessel arrival and departures, entry of bills of lading (BOL) into the system and addressing customers’ queries.

**Note: Due to business needs, this position is required to be fully on-site based at 850 Jackson Road, Nanaimo. This is a 12-month limited term employment with eligible benefits and 3 weeks’ vacation.**

**What you'll do**
- Handles reservations from one terminal to another. Recognizes when reservations are not met, or customers are late and follows up on the issues.
- Books additional business to increase revenue and maximize 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 online system.
- Coordinates all daily terminal activities in accordance with the terminal SOP.
- Maintains 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.
- Follows safety procedures and ensures that customers are following safety requirements during loading and unloading.
- Reviews and enters information into BOL system to allow for accurate invoicing to be generated down the line.
- Monitors marine weather station, keeps overall operation and customers updated of any adverse weather conditions, and possible schedule revisions.
- Performs additional duties as required.

**What you'll bring**
- Completion of Grade 12 education plus a Certificate in Transportation of Dangerous Goods (TDG) is an asset.
- Minimum 2 years of logistics and customer service experience (Marine or Transportation industry preferred), or an equivalent combination of education and experience.
- Knowledge of terminal operations and marine transportation.
- Physical ability to manage outside activities, including yard audits and occasional driving vehicles on and off vessels.
- Customer service skills with an emphasis on effective internal and external communication.
- Ability to work independently and within a team environment.
- Problem-solving and critical thinking skills to improve processes.
- Ability to process detailed information consistently.
- Intermediate computer skills (MS Office).
- Time management skills and ability to prioritize tasks from various customers.
- Ability to resolve issues professionally while ensuring all work tasks are completed in a timely fashion.

**Why you'll love working here**
- We also provide the best-in-class health and wellness benefits package for this position, including things such as extended health care (i.e. paramedical services for massage therapy, speech therapy, mental health coverage, physiotherapy, and more), dental care, vision care, $500 personal spending account, and an Employee Family Assistance Program (EFAP).

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