Customer Service Coordinator I – 12 Month Limited Term

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.
• Effectively communicates with the dispatchers, drivers, and customers, in person, through email and via phone using exceptional customer service
• 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.
• Proficient with computer software applications (MS Word, Excel, Adobe, Outlook, SharePoint etc.).
• 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.
• Applying various quality improvement methodologies, support and promote a culture of continuous improvement.

Why you’ll love working here

• This role provides you a very competitive salary in line with the successful candidate’s experience.
• 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.

The estimated salary for this position is $66,616 – $81,420. In determining final salary, Seaspan considers many factors including the successful Candidate’s skillset and experience as well as position location and internal equity. The final base salary offer will be at the Company’s sole discretion and presented as part of a competitive total compensation package.

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