Customer Service Operations Coordinator - 12 Month Limited Term

Seaspan ULC; Nanaimo; On-site; CAD 63,000 - 77,000; Full time

Job summary

Seaspan ULC is seeking a Customer Service & Operations Coordinator in Nanaimo. This role involves managing customer inquiries, coordinating terminal activities, and ensuring safety compliance. The position offers a competitive salary and comprehensive benefits, with a focus on customer service excellence and operational efficiency.

Benefits

Comprehensive health and wellness benefits

Employee Family Assistance Program (EFAP)

$500 personal spending account

3 weeks’ vacation

Qualifications

• Minimum 2 years of logistics and customer service experience.
• Knowledge of terminal operations and marine transportation.
• Physical ability for outside activities, including yard audits.

Responsibilities

• Handle reservations and follow up on issues.
• Coordinate daily terminal activities and ensure safety compliance.
• Monitor marine weather conditions and inform customers.

Skills

Customer service skills

Problem-solving skills

Time management

Effective communication

Education

Grade 12 education

Certificate in Transportation of Dangerous Goods (TDG)

Tools

MS Office

Job description

Job Description

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

1. Handle reservations from one terminal to another, recognize when reservations are not met or customers are late, and follow up on issues.
2. Book additional business to increase revenue and maximize vessel utilization. Assist with payments for all walk-up customers, ensuring transaction completeness and accuracy.
3. Take inventory of all trailers on the terminal and track all inbound units to ensure customers can monitor their inventory via our online system.
4. Coordinate all daily terminal activities in accordance with the terminal SOP.
5. Maintain full certification for handling dangerous goods units and ensure terminals comply with safety requirements.
6. Ensure all vessels are loaded to optimal capacity within the scheduled turnaround times.
7. Follow safety procedures and ensure customers adhere to safety requirements during loading and unloading.
8. Review and enter information into the BOL system for accurate invoicing.
9. Monitor marine weather conditions, keep operations and customers informed of adverse weather, and schedule revisions.
10. Perform additional duties as required.

What You'll Bring

1. Completion of Grade 12 education plus a Certificate in Transportation of Dangerous Goods (TDG) is an asset.
2. Minimum 2 years of logistics and customer service experience (Marine or Transportation industry preferred), or an equivalent combination of education and experience.
3. Knowledge of terminal operations and marine transportation.
4. Physical ability to manage outside activities, including yard audits and occasional driving on and off vessels.
5. Customer service skills with an emphasis on effective communication.
6. Ability to work independently and in a team.
7. Problem-solving and critical thinking skills to improve processes.
8. Ability to process detailed information accurately.
9. Intermediate computer skills (MS Office).
10. Time management skills and task prioritization.
11. Professional issue resolution skills, ensuring timely completion of work tasks.

Why you'll love working here

1. This role offers a competitive salary aligned with experience.
2. Comprehensive health and wellness benefits, including extended health care, dental, vision, a $500 personal spending account, and an Employee Family Assistance Program (EFAP).

The estimated salary range is $63,000 - $77,000, determined by experience, skills, location, and internal equity, presented as part of a competitive total compensation package.

About Us

With over 130 years of experience navigating complex waters, Seaspan Marine is the largest and most diverse tug & barge company on Canada’s West Coast. Seaspan is committed to employment equity, diversity, and inclusion, encouraging applications from all qualified individuals. We support an accessible environment and will accommodate needs during the recruitment process.