The Director, Vessel Traffic and Customer Service manages Canadian domestic dry-bulk vessel traffic and customer service activities. This includes leading the vessel scheduling and customer service staff in the execution of their duties and identifying, measuring and reporting on vessel scheduling performance, vessel cargo operating performance and customer service performance. This position ensures that effective cross-functional relationships exist between the Vessel Traffic & Customer Service group and other functional areas within the organization and externally with customers, suppliers, regulators and other stakeholders.
- Leads the Vessel Traffic and Customer Service group to ensure effective and efficient scheduling of the Domestic Dry-Bulk fleet.
- Oversees commercial contract administration activities performed by the Vessel Traffic and Customer Service group; including demurrage and dispatch calculations and approvals, dead freight calculations, voyage cost vetting & approval and other miscellaneous charges.
- Provides assistance for competition tracking and analysis of all major US and Canadian Inland fleets.
- Using IMOS 7 (Integrated Marine Operating System) maintains accurate and complete vessel schedules that meet all internal, revenue and external reporting requirements.
- Ensures effective controls and policies are maintained over Vessel Traffic and Customer Service personnel.
- Maintains existing and builds new relationships with customers, regulators, commercial suppliers and other stakeholders.
- Leads in negotiating commercial supply contracts and renewals.
- Participates in negotiation of third party spot vessel capacity contracts as required.
- Supports the Sales team in responding to business enquiries, freight rate requests and major contract renewals as required.
- Ensures all commercial vessel agency needs are met either through in house agency or through outside contracting.
- Participates in the customer complaint process.
- Maintains cross functional relationships between the Vessel Traffic and Customer Service group with internal departments and external customers, suppliers, partners, regulators and other stakeholders.
- Participates in business development opportunities as and when they arise.
- Participates in providing commercial management reporting, and budget and forecasting preparation as required.
- Provides secondary back-up coverage for Managers, Vessel Traffic as required during periods away from office.
- Reviews annual and periodic tonnage forecasts in coordination with the ACC Sales Department and Contract Administration.
Skills, Abilities and Experience:
- Post-secondary education or equivalent with a concentration in Maritime Studies or suitable substitute.
- 7 or more years of marine traffic or logistics experience preferred.
- Master Mariner certificate of competency preferred.
- A proven track record of success in technical and managerial positions with relevant maritime or related organizations.
- Detailed knowledge and experience in transportation logistics and/or shipboard operations.
- Proficient with computer applications and ability to learn new software systems.
- Advanced knowledge and understanding of the Great Lakes and St. Lawrence Seaway system.
- Proficient in Microsoft Office, particularly Excel, Word and PowerPoint.
- Effective communication (verbal and written) and presentation skills.
- Excellent organization, planning and prioritization skills.
- Able to work independently with minimal supervision.
- Able to build and maintain effective working relationships with stakeholders.
- Confidentiality, discretion and diplomacy on all business matters.
- Effective meeting management skills.
- Strong customer service skills.
- Strong attention to detail and accuracy.
- Ability to remain calm under pressure and to meet deadlines.
- Self-motivated, able to work in a team environment and balance the needs of a number of individuals and the team.
- Capable of identifying and resolving problems in a timely manner.
- Sound judgement, ability to balance business needs with the role of the customer advocate.
- Ability to lead and motivate groups and individuals.
- Ability to plan and manage at both the strategic and operational levels.
- Ability to effectively develop and implement change.
- Good relationship building skills with the ability to influence and persuade internally and externally.
- Valid passport and driver’s license.
- No travel restrictions.
How to Apply:
If you are interested in this rewarding career, please send your resume directly to firstname.lastname@example.org. Please include “Director – Vessel Traffic & Customer Service” in the subject line of your email.
Algoma Central Corporation encourages applications from designated group members identified under the Federal Employment Equity Act. Applicants must be legally authorized to work in Canada without sponsorship from Algoma.