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Customer Service and Operations Coordinator

Are you an outdoor-oriented, enthusiastic, teammate with attention to detail and looking for an opportunity to work for a local, leading marine company. Seaspan Ferries is looking for a Customer Service Operations Coordinator (CSOC).

As the casual CSOC, you will support Terminal Operations Monday to Friday with the opportunity to for additional shifts on weekends and statutory holidays.

In this 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 a 24/7 operation. This role facilitates the end-to-end process from customer inquiries, accurate processing of bookings for shipments through our terminals, coordinating & communicating with our terminal and vessel teams to ensure a flawless operation.

The successful candidate will be required to hold a certification in handling of dangerous goods, forklift operation and ramp operation, while providing oversight for efficient loading and unloading of vessels. Training in these areas will be provided to the successful candidate if needed.

As the Customer Service Operations Coordinator, you will communicate and coordinate during regular and irregular operations and will be supported to complete a First Aid Level 1 certification.

Note: At Seaspan Ferries we operate 364 days of the year and offer a 24/7 service. If you have flexibility in your schedule, we want to hear from you. This position will primarily support our operations at the Surrey Terminal, located in Surrey B.C., with occasional shifts at our Tilbury Terminal located in Delta B.C.

What you’ll do

• Monitor reservations through the sailing network. Proactively recognize and follows up with customers when committed reservations are not being met or being delayed.
• Optimally communicates with the dispatchers, drivers, and customers, in person, through email and via phone using exceptional customer service
• Identify opportunities to increase volume and maximize vessel capacity while ensuring sailings operate as per published schedules.
• Ensure terminal audits are completed daily to validate trailer dwell time and work with customers to manage their inventories using the online system.
• Responsible for a safe and secure operation, following established standard operating procedures outlined by the Manager, Terminal Operations.
• Adhere to company safety regulations & standards, ensuring all incidents are logged accurately and tracked using the internal safety management system.
• Monitor multiple operational dashboards, marine weather station, and coordinate in concert with vessel crews, while ensuring appropriate communication is disseminated and escalated as required.
• Participate in terminal safety audits, drills, attend safety meetings and trainings as scheduled.

What you’ll bring

• Flexibility to work various shifts on a on call and rotation basis.
• Ability to learn and train on forklift operations
• Ability to train and learn ramp operations.
• Completion of Grade 12 education
• Certificate in Handling Dangerous Goods as an asset. Seaspan Ferries will be provided if you don’t have it.
• Have a good safety record, ability to follow, implement rules, regulations and standards for smooth terminal operation.
• Have a strong work ethic to add to our exceptional team.
• Excellent communication skills – verbal and written.
• Passion for customer service and ability to build relationships.
• Excellent interpersonal skills.

Why you’ll love working here

• Flexibility to work various shifts and opportunity to grow and learn Terminal Operations.
• Seaspan offers a competitive salary in line with your experience.
• Work with automation and vessel crews and support the movement of goods between Vancouver and Vancouver Island.

About us:

Seaspan Marine Transportation: With more than 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.

To learn more, visit our website: www.seaspan.com

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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. Furthermore, we are committed to providing an inclusive and accessible environment. If you require reasonable accommodation during the recruitment process, please let us know, and we will work with you to support your request.