Customer Service Coordinator II

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.
• Effectively communicates with the dispatchers, drivers and customers both in person, over email and over the phone and delivers outstanding customer service throughout all interactions.
• 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.
• Proficient with computer software applications (MS Word, Excel, Adobe, Outlook, SharePoint etc.).
• 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

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

The estimated salary for this position is $63,000 - $77,000. 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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With over 130 years of experience navigating in some of the world’s most complex and difficult waters, Seaspan Marine is the largest and most diverse tug & barge company on Canada’s West Coast, providing more than 2,500 ship assist & escort services annually. Our fleet of energy and specialty barges fuels international trade and is integral to building a stronger British Columbia. Seaspan Ferries serves the Vancouver Island supply chain with the most reliable, daily commercial ferry service between our terminals on the Mainland and Vancouver Island. Seaspan Energy operates a fleet of LNG powered vessels with established, long-term relationships for the procurement and bunkering of LNG.

Seaspan is committed to Employment Equity, supports diversity in the workplace, and encourages applications from all qualified individuals including, women, members of visible minorities, Indigenous persons, and persons with disabilities. If you require any accommodations at any stage of the recruitment process, please reach out to our Talent Acquisition team at [email protected] for confidential support. We are committed to providing an inclusive and accessible environment.