Casual Customer Service Coordinator

Seaspan • Nanaimo, BC

2d • Onsite

About The Position

The Casual Customer Service and Operations Coordinator in the Terminal Operations Department reports to the Lead, Terminal Operations. This role provides part-time support to 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 and communicating with our terminal and vessel teams to ensure a seamless operation. Seaspan Marine operates 364 days of the year offering a 24/7 service to our customers. This position is required to be fully on-site based at 850 Jackson Road, Nanaimo.

Requirements

• Completion of Grade 12 education.
• Flexibility to work on call and support a 24/7 operation.
• Ability to work various shifts Monday to Friday 10:00am – 6:00pm, 3:00pm – 11:00pm and 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.
• Strong diligence to safety, ability to follow and implement standard policies and procedures to coordinate a safe, efficient, and seamless operation.
• Possess a strong work ethic and excellent verbal and written communication skills.
• Excellent interpersonal skills and a passion to build customer relationships.

Responsibilities

• Monitor reservations through the sailing network.
• Proactively recognize and follow up with customers when reservations are underutilized.
• Effectively communicate with dispatchers, drivers, and customers, in person, email and via phone using exceptional customer service skills.
• 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 SOP's 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 This Job Offers

• Job Type: Part-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 501-1,000 employees