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CTAC Associate: Ports America

Ports America is proud to be the largest terminal operator, stevedore and vehicle processor in the Americas - managing cargo handling at 50 ports and 97 terminals in the United States and Mexico. With a highly skilled and trained labor force, Ports America has the experience and expertise to manage all types of cargo handling.

Develops and maintains customer relationships through understanding of their requirements and delivery of efficient and reliable quality services. Is responsible for facilitating the development and maintaining effective work processes, performance standards and customer feedback mechanisms to monitor customer service performance.
Essential Duties:

1. Promotes VoyagerTrak, for its use of providing availability, fax notifications, on line demurrage payments and other useful aspects of the application.
2. Supports VoyagerTrak, confirming new users following Ports America’s procedure, answering “contact us” messages where applicable, escalating to the terminal when necessary. Any communications from users/customers on enhancements or issues are properly documented and communicated to the correct groups.
3. Updates appointment system limits in VoyagerTrak for all sites, based on templates received from the terminal management or communicated requests.
4. Supports Webtams, assisting the front line customers with its proper use, identifying viable additions/improvements and communicating these to the correct groups following the documented processes.
5. Supports EDI with respect to customers’ communications from and to Ports America/JV. Including a complete understanding of monitoring reports, where to find the issues, if possible to fix those issues or if not a complete understanding of whom these are to be communicated to.
6. Maintains all M21 Global configurations: Vessel Schedules, Demurrage Tables both free days and rates, Holidays, Group codes etc. As well as understanding where these static tables update within each database and what effect they have.
7. Provides complete customer service for Northern California and Pacific Northwest customer and terminals as agreed.
8. Timely responses to all email correspondence, adhering to the communication policy and escalating where necessary.
9. Understands the boundaries of Ports America, JV as well as Union jurisdiction particularly when dealing with any unionized terminals.
10. Supports terminals and works closely with operational areas where required. i.e. on-dock rail, system process clarifications, communicating customer needs.
11. Works closely with Terminal Operating System (TOS) support group. Identifying process improvements, assisting with workarounds, communicating issues in provided format, and escalating when necessary.
12. Gathers and disseminates all pertinent information from Ports Amercia’s customers through training sessions, communications and CSR’s to the correct groups.
13. Works effectively in a team environment.
14. Completes other tasks as assigned.
2. Five (5 years progressive customer service management experience within the marine industry.
3. Thorough knowledge of terminal management and stevedore principles.
4. Experience with computerized operating systems.
5. Full working knowledge of and experience with customer contracts.

Physical Working Conditions
1. Requires the ability to organize multiple projects.
2. Requires ability to respond quickly in a fast paced environment.
3. Effective communication and negotiation skills.
4. High level of verbal and written communication skills.