Express Employment Professionals, Delta/ Richmond, is hiring for a Customer Service \& Operations Coordinator (CSOC) for our client company between their Delta and Surrey facility. The CSOC has primary accountability for the safe and efficient handling of all traffic between the Mainland terminals and Vancouver Island terminals with a strong focus on customer service. This role facilitates the entire process from a customer inquiry, any required paperwork/documentation, complete and accurate BOL data review/entry, loading/unloading vessels, coordinate terminal operations and monitoring unit movements until delivery to the customer has been completed. This role has dual responsibilities depending on the shift he/she is assigned to work at a given period. In the operational dispatcher role, the CSOC is responsible for the efficient loading and offloading of traffic and in the operational support role the CSOC has responsibility for managing the flow of bills of lading entry into the TOPS software system, assisting customers' queries, and requires training and certification in the handling of dangerous goods.
Duties/Accountabilities
Customer Service
• 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 exceptional customer service throughout all interactions.
• 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.
Traffic CSOC Coordination
• Responsible for the daily terminal activities in accordance with the terminal SOP set by the Manager, Customer Service \& Sales.
• 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.
Employee Supervision
• Assists Supervisor, Customer Service in preparing and maintaining contract hostling staff schedules and reconciling their hours worked.
• Participate in all aspects of terminal safety and attend safety meetings whenever possible.
• Each CSOC must assist their peers on individual duties as required to ensure team effectiveness in delivering exceptional customer service.
• Other duties as assigned.
Skills, Knowledge and Required Competencies
• Demonstrates excellent customer service skills with an emphasis placed on effective internal and external communication;
• Ability to work independently and within a team environment while participating in the ongoing process of continuous improvement;
• Creative problem solver and solution oriented for customers;
• Intermediate computer skills in Microsoft, Excel and other related software;
• Detail oriented;
• Thorough knowledge in terminal operations and marine transportation;
• Ability to address staff / traffic / vessel issues professionally while ensuring all work tasks are completed in a timely fashion;
• Outgoing and people oriented;
• Coordinate and prioritizations for a multiple customer environment;
• Highly efficient with strong ability to multi-task and meet tight time schedules.
Shift Information
Depending on which role, the following are possible hours/ ideally a car or dependable ride due to possible shift rotations:
The current CSOC's rotate through these shifts -- the two shifts below won't happen for along time until the candidate is fully trained and comfortable:
0900 - 1700 -- Monday to Friday -- AM OPS desk
1700---0100 -- Monday to Friday -- PM Ops Desk
Check in Desk -- the staff do 2 AM's followed by 2 PM's
0700-1700 -- Rotating 4x4 -- 10 hours
1700-0300 -- Rotating 4x4 -- 10 hours
The shift that a new candidate would work until trained and comfortable to cover vacation/sick time on the Ops desk would be the Support desk, Hours is Monday to Thursday -- 1200-2200 (10 hours). However for the first 2 weeks for orientation, associate will be looking at 0900-1700 (M-F)
Compensation
Pay is $22 to $24/ hour DOE. Benefits after joining company and become full time employee.
Please send your resume in MS Word to **********@expresspros.com with subject line "CSOC Logistics, B813 VL" and follow up with phone call 604-668-5899 ext 2020. Please pass to friends or family or check out our website: www.expresspros.com/deltarichmondbc or text JOBS to 604-668-5899. Thank you.
