Booking Supervisor

TOTE Maritime Puerto Rico, a leader in safe and reliable service to Puerto Rico, is seeking a Booking Supervisor to join the team at our Jacksonville, FL office.

In this position you will:

be responsible for effectively leading and supervising the Booking Team’s responsibilities to ensure all bookings are accurately & efficiently managed, meeting customer expectations while optimizing operational efficiencies. The Booking Supervisor is responsible for establishing proper training, tools and processes that provide our customers with exceptional service.

Main Duties and Responsibilities Include:

• Effectively lead and supervise booking resources, tools, processes and reports to ensure the team is exceeding customer expectations.
• Ensure quality key performance metrics are tracked and met as they relate to the booking process.
• Demonstrate a comprehensive understanding of industry & company specific terminology and procedures.
• Determine base staffing requirements and efficiently utilize resources to meet customer requirements.
• Establish performance expectations and ensure Booking Specialists receive timely feedback based on these expectations. Monitor service level and response time metrics and overall team performance.
• Drive the development of continuous improvement initiatives to optimize workflows and streamline booking processes for efficiency.  Ensure all processes and work instructions are reviewed, documented, updated and communicated.
• Working cross functionally with other teams and business units to build relationships, resolve issues, assess training needs and enhance collaboration and communication. 
• Build rapport and foster open communication with others.
• Train and mentor team members on booking processes, system requirements, data flow, regulations and best customer service practices. Ensure ongoing training and development to enhance industry knowledge, advance competencies and reinforce skills.
• Identify and address issues by proactively communicating with internal and external customers.
• Conduct biweekly one-on-ones with direct reports to discuss individual performance, personal development and growth opportunities, as well as weekly team meetings. 
• Ensure performance issues are discussed and documented according to TOTE’s policy.
• Lead the development of recognition programs to ensure team members are recognized for their contributions and achievements. 
• Conduct performance evaluations for direct reports. Discuss progress towards goals & objectives, competency gaps, growth and development opportunities, performance issues (if applicable) and career progression.
• Act as a role model within the organization; demonstrate a personal commitment to safety & compliance, colleague experience, operational excellence & customer experience.

The ideal candidate will have:

Education:

• Bachelor’s Degree in business or related field or equivalent combination of education/experience required.

Skills:

• Advanced understanding of the process of freight movement, booking procedures, shipping documents, tariff rules, and regulatory requirements.
• Commitment to exceeding customer expectations.
• Demonstrated ability to effectively lead and develop others.   
• Superior interpersonal and communication skills.
• Ability to effectively manage multiple priorities.
• Demonstrated commitment to process improvement.
• Strong analytical and problem-solving ability.
• Excellent computer skills with intermediate knowledge of Excel and MS Office applications.
• Ability to develop cooperative working relationships, appropriately resolve conflict and work effectively as part of a team.
• Personal integrity: ability to act in accordance with TOTE’s policies and values.
• Bilingual English/Spanish preferred.

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 Puerto Rico 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 Puerto Rico is a drug-free employer and a participant of the E-Verify Employment Verification Program.

Equal Opportunity Employer M/F/Veteran/Disability

Drug Free Workplace