Customer Service Representative

Customer Service Representative
Description

SUMMARY DESCRIPTION

The Customer Service Representative is responsible to efficiently execute client requirements by coordinating the actions of vessels, crews, Vessel Group Managers, and other parties in conjunction with customer’s requirements/expectations.

ESSENTIAL DUTIES & RESPONSIBILITIES

Complete daily HOT Morning Report and narrative in the weekday morning meeting.
Provide daily HOS position report (Executive group).
Customer daily morning reports; including voyage recap, current ETA’s, possible delays & normal communications; bunker reports, vetting questionnaires/ vessel surveys and Customer specific paperwork.
Complete incident reports as they are received in a timely manner and make internal/ external notifications as appropriate.
Complete Weather-bound/ Mechanical Failure reports as received, and communicate delays to the customer.
Maintain relationships with counterparts in client organizations and in HOT and HOS.
Develop processes for improving the effectiveness and efficiency of the Customer Service Group and manage CSR training and development with the Customer Service Team Leader.
Address operational issues in a proactive manner to mitigate financial impact to the client and the company. (for example, weather delays, cost analysis, port fees)
Manage logistics & port setup; including, Government notifications (ENOA/D and/or AMS), Harbor Master notifications, Port Authority, Pilotage, Assist Tugs, Line Handlers, Agents (if necessary), Berth Applications/Faxes/ Questionnaires, Lay berths, and Fuel/ Lube Bunkers.
Manage relationships and initiate contracts as required with third party vendors such as outside towing companies via MTA/ MSA processes.
Maintain Customer Service Business Continuity Plan and update and revise as necessary as per HOT Director/ Customer Service Team Leader.
Work with Billing and the Customer Account Manager to assure that job information is properly captured in LARS to facilitate prompt and correct billing via Cost of Sales Processes with efficient information flow to Billing and Accounts Payable.
Ability to identify New York Points of Taxation for transiting tows in the greater New York Harbor area and capture info via LARS on a per-job basis.
Basic abilities to read nautical/ topographical maps for ports of call and travel routes of tow.
Assign purchase orders numbers to all vendor services via HOT LARS/ HOS LARS/ NS5 via Centralized Purchasing processes, check invoices for accuracy, and complete assigned Workflow items via App Ex Workflow Process.
Work with Senior VGM to develop and maintain a Towing plan to efficiently allocate company and contracted towing requirements. Considerations include shipyard schedules, new deliveries, and towing contracts.
Represent Customer Service department in company-based events such as New Hire Training/ Annual Training and also Customer/ Industry events as needed.
Represent Customer Service department at industry events.
Develop/ maintain programs to collect and report key performance measures for contracted vessels for Customer/ company reference.
Manage the collection and updating of competitor fleet data and share information with HOT Sales Team.
Develop and maintain required port specific information for all ports of call via company vessels.
Develop and maintain Cost of Sales database and share process with HOT Sales Team.
Filing and organization of tug logs, barge logs, vessel trip documentation list, & loading/discharge reports.
HOS Company vehicle check in with crew members and retention of company vehicle/ rental keys coordinated via Hammond Warehouse.
24 hour surveillance of cameras of Covington lot/ Brooklyn facility/ Hammond Warehouse/ HOS Port and HOOMex. Fuel reconciliation for freight & time chartered vessels.
Customer Service representative may be required to come into work in the event of a fleet catastrophic event such as a spill or major casualty to assist the Customer Service representative on watch.
Customer Service representative may be require to relocate as per company continuity plan in the event of natural disaster in the location of the Covington Office.
Manage to have a flexible schedule to fill in for counterparts that may be out of the office due to illness or vacation.
On occasion, in the absence of the Customer Service Team Leader a Customer Service Rep must be prepared to fill in for meetings, phone calls, on call service, and business associated travel.

EDUCATION, EXPERIENCE & QUALIFICATIONS

Bachelor’s degree (B.A) from four-year College or University.
Five years of experience in a marine related field.

KNOWLEDGE, SKILLS & ABILITIES

Fluency in written and spoken English.
Knowledge of Northeast, Gulf Coast, Canadian and Puerto Rico Ports of Call (preferred)
Familiarity with Microsoft Office applications, including “Windows” operating systems and Word word-processing and Excel spreadsheet functions and also Access data basis and internet use.
Functional ability for use of office machines such as fax, phone PBX, scanner and copier are expected.
Ability to satisfy customers; which can be extremely difficult in certain situations given the logistics.
Employee must have intimate knowledge of the maritime industry including the ability to answer port specific information in a timely manner
Ability to cope with a high energy & sometimes stressful business environment.
Attention to details; ability to communicate/understand the overall objectives, goals, processes, and directives via internal and for our customers

PHYSICAL DEMANDS AND WORK ENVIRONMENT

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is required to stand, walk, talk clearly, sit, climb and balance. Specific vision abilities required by this job include close vision and the ability to adjust focus. On occasion the employee may be asked to drive distances for company business/ requirements and travel via plane for extensive trips.

HOURS OF WORK

Standard work hours shall be 0600 to 1800 Day Watch and 1800 to 0600 Night Watch, as advised by Customer Service Team Leader and may be adjusted with approval by the HOT Director of Business Development. There is also a transitional period between watches of no less than 15 minutes to convey the events of the prior worked watch and to allow the next watch to ask questions and confirm requirements. Significant amounts of unpaid overtime and weekend work may be required, subject to Company operational requirements. Clause for Holiday*****