Customer Service Coordinator (Union)

Purpose of the Role

The Customer Service Coordinator is part of the operations department and is accountable for coordinating cargo flow in a fast paced and action driven environment. Reporting to the Customer Service Supervisor, the coordinator supplies consistent, high quality customer experience and effective logistics to DP World’s shipping clientele. This is a unionized position covered under a collective agreement with ILWU Local 500.

Key Responsibilities

• Respond to email and telephone inquiries from shipping lines, customs brokers, trucking companies, and internal stakeholders; and act as the liaison between customers and the operations team.
• Resolve gate related issues following internal procedures and adjust gate appointments to ensure optimization of the gate.
• Prepare and balance import and export vessels for the operations team, monitoring information for errors and confirm data accuracy against relevant documentation.
• Monitor changes within the operations department to effectively communicate information to external and internal stakeholders, including foremen, checkers, shift-managers, and management.
• Prepare documentation for hazardous and special handling cargo, as well as prepare and submit multiple types of billing events. 
• Coordinate damages with customers, shift-managers, and the claim department and coordinate with government agencies holds and inspections.
• Provide support to the port community through the customer service portal (CCS Cargos Community System), providing access and technical assistance to steamship line, brokers, and trucking community.
• Maintain flexibility to support a 24/7 operation, including night shifts, weekends, and additional coverage as operational needs require.

Generic Accountabilities

• Promote and demonstrate positive behaviours in harmony with DP World’s Our Principles.
• Establish effective leadership and participation in the HSEMS through demonstration and display of safety behaviours.
• Actively communicate the HSEMS requirements with shift managers, foreman, contractors, and workers.
• Participate in the review and development of materials and documentations in the HSEMS.
• Work in accordance with the Security Management System, including the immediate reporting of any suspicious activities to senior management and/or the Security Officer.
• Understand the consequences related to inappropriate conduct or behaviour or disregard for safety and security programs, policies and procedures.
• Ensure workers under your direction are properly trained and educated to perform their duties.
• Ensure that operations comply with both the law and the HSEMS.
• Conduct regular inspections of the workplace and correct unsafe conditions and behaviours.
• Ensure that personnel under your direction have a clear understanding of the discipline policy for dealing with consequences of inappropriate conduct or behaviour.
• Ensure that the highest levels of safety are applied in all activities.
• Understand and adhere to DP World’s Code of Conduct and Ethics policies.
• Perform other related duties as assigned.

Qualifications, Job Function, Technical Knowledge and Skills

• University degree or college diploma in a related field is preferred such as business administration, commerce or logistics/transportation; OR the equivalent combination of operations training and experience in the related disciplines.
• A minimum of 3 years’ Customer Service experience; experience in an operations or logistics environment is an asset.
• Exceptional customer-centric attitude
• Proactive and effective judgment within defined practices and policies
• Strong written and verbal skills communication skills 
• Detail oriented to ensure workflow is efficient and accurate
• Self-motivated with the ability to be a team player
• Superior time management and organizational skills. 
• Skilled in MS Office
• Shift flexibility related to a 24/7 operation 
• Excellent computer skills and the ability to learn new systems quickly
• Fluent in English.
• Previous Canadian work experience or experience working directly with Canadian industries.

No phone calls or agencies please. DP World Vancouver is an equal opportunity employer. We thank all applicants for their interest; however, only short-listed candidates will be contacted for an interview, testing and pre-employment medical examination. To be eligible for hire, you must be legally entitled to work in Canada and must successfully obtain Transport Canada Security Clearance.

If you are looking for a dynamic work environment, competitive employment conditions and an opportunity to test your abilities, we invite you to blend your talent with our know-how and join the DP World team.