Staff - Union
Job Category
CUPE 2950 Job Profile
CUPE 2950 Salaried - Student Info Support 3 (Gr6)
Job Title
International Client Services Logistics Assistant
Department
Student Advising | CST \& E-Recruitment | International Student Initiative
Compensation Range
$4,449.00 - $4,676.00 CAD Monthly
Posting End Date
May 14, 2025
Note: Applications will be accepted until 11:59 PM on the Posting End Date.
Job End Date
At UBC, we believe that attracting and sustaining a diverse workforce is key to the successful pursuit of excellence in research, innovation, and learning for all faculty, staff and students. Our commitment to employment equity helps achieve inclusion and fairness, brings rich diversity to UBC as a workplace, and creates the necessary conditions for a rewarding career.
Job Summary
The International Client Services Logistics Assistant primarily provides timely and reliable logistics services to stakeholders within the department, within the broader UBC community, and ISI's clients (prospective students, their families, counselors, consuls, etc.), but also provides support and advising services to prospective students (international and Canadians studying abroad) and campus visitors regarding programs of study, admission procedures and requirements, and other university policies.
Organizational Status
The International Student Initiative is the primary unit responsible for the University's mandate to recruit international undergraduate students. The International Client Services Logistics Assistant is an integral position within the department providing logistical support for the unit's regional recruitment, on-campus, and Recruitment Marketing and Prospective Student Engagement (RMPSE) teams' activities and front-line inquiry services to prospective international students seeking admission to the University.
Working Relationships:
The International Client Services Logistics Assistant interacts daily with the ISI team and colleagues on the Vancouver and Okanagan campuses, as well as, external service providers (ex. courier companies) providing operational services as well as daily interactions with prospective international students and the general public by responding to inquiries and providing accurate information and timely assistance. Some work on Saturdays may be required. Collaboration with other units within Enrolment Services may include, but is not limited to Admissions, Student Support \& Advising, Student Recruitment and Advising, Housing, and faculties, in order to provide thorough support to internal and external clients.
Work Performed
- International Logistics
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Provides logistics-related coordination, fulfillment, and support of the shipments process (materials may include publications, promotional merchandise, technology equipment, exhibition materials with value of goods as high as $5,000) including:
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Providing front-line service to the ISI team as well as the public on shipment requests;
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Preparing packages through shipment lists, label and letter printing, assembling packages, supervision of students who are assembling packages, and coordinating shipment of packages via courier, Canada Post, Campus mail, and recruitment traveler;
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Maintaining and updating materials inventory in response to recruitment event shipments and direct mail campaigns. Communicates with staff in the RMPSE unit and the Brock Hall mail room to ensure sufficient quantities of materials are available to implement shipments and mailings;
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Liaising with shipment suppliers (couriers, Canada Post, campus-mail, etc.) for timely pick-up, tracking, and successful delivery while minimizing occurrence of lost packages, and proactively contacting suppliers in troublesome shipment locations;
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Clearing shipments through customs by performing duties such as preparing transmitting entries for clearance, interpreting and applying the regulations of the Canada Customs Act, working with external customs brokers, and preparing customs clearance documentation;
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Providing on-going and follow-up service to both requester (e.g. recruitment advisor) and receiver (e.g. consuls at foreign embassies and counselors at international schools); advising parties of shipment status from receipt of request to order processing to confirmation of delivery at destination.
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Supervises and trains student assistants/temporary staff in the assembly of shipment packages, data entry, and/or administrative tasks;
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Assists the Associate International Student Recruiter and Advisor, eRecruitment in the process of hiring student assistants, as needed.
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Works closely with the Logistics Team in the fulfillment of the entire logistics process.
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Makes recommendations to improve processes.
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Maintains inventory of display materials, tablecloths, and other promotional equipment; as applicable, enforces sign-in/out process for equipment; ensures equipment is in good working order.
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Liaises with RMPSE to ensure adequate inventory of materials;
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Coordinates data entry into the UNI CRM (Salesforce) system (i.e. updates prospective student and counselor records when contact information is collected through recruitment activities).
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Provides other administrative support to the Associate International Student Recruiter and Advisor, eRecruitment.
- International Client Services Support
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Responds to in-person, written, and telephone inquiries from prospective students, their parents, and supporters. Communicates difficult information with tact and discretion. Effectively handles front-line inquiries, referring highly complex or sensitive inquiries to direct supervisor.
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Understands the complex regulations in the UBC Calendar, the Viewbook, and other university publications. On the basis of this information, and using the Student Information System Center (SISC), CRM System, and other knowledge management resources, provides excellent information, assistance and direction to prospective international students and Canadian students living abroad, regarding:
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The range of academic undergraduate programs available to international students;
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General and faculty-specific international admission requirements, including English language admission requirements, and requirements for applicants presenting credentials from Canadian or US high schools, British patterned educational systems, the IB, as well as students transferring to UBC from another college or university;
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Application procedures and deadlines.
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Supports international students and Canadian students living abroad who have applied to UBC by looking up the status of their application.
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Assists students who are trying to navigate the Student Service Centre (SSC), understand what documents are required to complete their file, and communicates the importance of keeping personal contact information up to date.
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Books students into advising appointments with recruiters and assists students registering for campus tours and other on-campus recruiting activities.
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Enters and updates student contact and other biographical information into the UNI CRM system.
Consequence of Error/Judgement
Due to the services nature and breadth of work performed as well as the variety of information available, this position requires ongoing prioritization of tasks and sound judgment to determine the appropriate methods applicable to different situations. The incumbent will need to:
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Work independently under minimal supervision in accordance with broadly established procedures and practices;
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Deal effectively with students, their parents or counselors while adhering to Freedom of Information and Privacy protocols;
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Build rapport and defuses tense situations with people who may be difficult or challenging through tact, diplomacy and patience; refers more serious complaints or irate clients to senior staff in ISI to handle if other approaches cannot resolve the matter;
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Use tact and discretion when discussing problems and eliciting sensitive or confidential information.
Sample consequences of inappropriate judgment are as follow:
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Failure to be attentive to detail and carry our tasks in a timely manner could result in significant financial implications in terms of ISI's ability to recruit international students.
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Incorrect information given out to students, parents, or counselors could have a serious negative affect on a student's future.
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Data entered inaccurately into any of the management information systems would result in disappointed students and increased costs for the university.
Supervision Received
This position reports to the Associate International Student Recruiter and Advisor, eRecruitment and due to the close working relationship with the Strategic Operations Team and may receive direction from the Manager, International Recruitment, eRecruitment and Client Services.
Supervision Given
The International Client Services Logistics Assistant will supervise up to 6 student assistants, and/or temporary staff in regards to administrative tasks as defined by responsibilities of position and as assigned by direct supervisor. The incumbent will provide daily work instruction and coordination, and monitor student assistant and/or temporary staff performance and provide feedback to direct supervisor.
Minimum Qualifications
High School graduation, plus one year of post secondary education, plus three years of related experience, or an equivalent combination of education and experience.
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Willingness to respect diverse perspectives, including perspectives in conflict with one's own
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Demonstrates a commitment to enhancing one's own awareness, knowledge, and skills related to equity, diversity, and inclusion
Preferred Qualifications
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Experience in a professional setting with using couriers and shipping logistics.
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Multi-line phone experience required.
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Strong proficiency in Outlook, Word and Excel required.
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Ability to use all standard office equipment (photocopiers, fax machines, high speed printers, calculators, etc.) and to type 50 wpm.
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Ability to lift boxes weighing between 20 and 30 lbs
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Familiarity with and understanding of the University undergraduate experience highly preferred related to advising, either directly as a student or indirectly in the capacity of working in a student-centered post-secondary environment.
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Knowledge of resources available for UBC international students (i.e. campus employment, co-op and internships, athletics and recreation, AMS clubs and services, and other aspects of student life at UBC).
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Proficiency in the use of the University's management information systems, like the SIS and UNI CRM.
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Cross cultural sensitivity and ability to communicate effectively with English as a second language speakers.
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Ability to work effectively in a busy, high pressure work environment.
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Ability to adapt to changing priorities and circumstances.
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Ability to function as a member of a close-knit team.
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Strong oral and written communication skills.
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Accuracy and ability to pay close attention to detail.
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Strong customer service orientation and interpersonal skills.
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A second language.
