Description

POSITION PROFILE (Job Summary)

This position is responsible for providing excellent customer service by answering questions, solving problems and fulfilling all aspects of the booking process.

Essential Job Responsibilities AND Results

  • Customer Service: Provide exceptional service to both internal and external customers through phone, email, and face-to-face interactions with drivers and customers.
  • Booking Management: Create, update, and monitor bookings, ensuring accuracy and timely processing.
  • Logistics Coordination: Arrange deliveries and pickups, schedule driver appointments at the terminal, and assign customer bookings to designated Maritime Alaska vessels.
  • Customer Support: Address customer inquiries regarding vessel sailing schedules and operational requirements and inform them of relevant policies and regulations.
  • Inventory Reconciliation: Reconcile yard inventory to maintain accurate records.
  • Issue Resolution: Resolve customer and vendor issues promptly and efficiently.
  • Communication: Facilitate clear and effective communication internally and externally to ensure smooth operations.
  • Terminal Operations: Resolve various terminal issues involving vehicles and ensure seamless operations.
  • Data Management: Create temporary organizations, update contact information, and monitor and correct Web and EDI bookings.
  • Payment Processing: Process customer payments as needed.
  • Reporting: Run and audit various computer reports to ensure data accuracy.
  • Departmental Support: Provide support across the department and engage in daily communication with other departments.
  • Data Entry: Perform accurate and efficient data entry and keyboarding tasks.
  • Additional Duties: Effectively perform additional duties as assigned to support overall operations. 

Qualifications (Education, Experience and Certifications)

  • Associate’s degree preferred.  
  • One to two years of customer service experience, preferably in transportation. 

KNOWLEDGE, Skills And Abilities

  • Excellent customer service skills.
  • Excellent verbal and written communication skills.
  • Good math skills.
  • Good organizational skills.
  • Must be a team player. 
  • Ability to multi-task and prioritize.
  • Ability to work with minimal supervision.
  • Ability to work flexible hours, including evenings and weekends, as required.
  • Computer literate, with the ability to utilize standard software applications and be proficient in Windows and MS Office Suite (Outlook, Word, PowerPoint and Excel) and E-service center & E-commerce web-based applications.

JUDGEMENT 

  • Independent judgment and work prioritization skills in a high-pressure environment, while simultaneously managing various work assignments. 

COMMUNICATION SKILL

Demonstrated ability to communicate effectively and maintain excellent communication and working relationships with employees, customers, and coworkers. 

STRESS ON THE JOB

Ability to work under extreme pressure with a high level of accuracy. 

WORK ENVIRONMENT

Typically works in an office environment with adequate lighting and ventilation and a normal range of temperature and noise level.

PHYSICAL EFFORT

Most work requires normal physical effort.

MANUAL DEXTERITY

Requires moderate use of personal computer (word processing and spreadsheets) for compiling reports, statistical data, composing memoranda and other similar documents

Why TOTE?

The TOTE Group are industry leaders in full ship services and technical solutions with maritime operations and terminal services. Our purpose is to deliver reliable and outstanding service to our customers and to the communities we serve. 

 

TOTE Group is committed to being reliable, resourceful, and adaptable in all that we do. TOTE Group knows excellent companies are built by great people who embody our company’s values and vision.

 

Explore the possibilities with TOTE Group

As part of the team, full-time employees will receive a comprehensive benefits package, which includes health, dental, vision, life insurance, short term disability, long term disability, employee assistance program, 401(k) with company match and discretionary funding, tuition reimbursement, supplemental parental leave, jury duty, and bereavement leave. Full-time employees will receive a minimum of 10 days’ vacation, 10 days sick, 10 days paid holidays and one floating holiday every 12 months. In addition, we offer an annual discretionary bonus (based on eligibility).

 

 

TOTE Maritime Alaska is an Equal Opportunity Employer – Affirmative Action and a VEVRAA Federal Contractor. We are committed to a diverse workforce and taking affirmative action to employ and advance in employment qualified women, underrepresented groups, individuals with disabilities, and protected veterans. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin disability or status as a protected veteran. TOTE Maritime Alaska is a drug-free employer and a participant of the E-Verify Employment Verification Program.

 

The salary range is $38, 300-67,100 with an anticipated hiring range of $45,000-55,000.  Pay will be based on several factors including the candidate’s education, work experience, work location and specific job duties. 

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