CTAC Associate
Position / Capacity
4
Qualifications
1. BA/BS degree or equivalent.
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.
Responsibilities
Develop and maintain front line customer relationships through detailed understanding of service requirements and consistent delivery of efficient and reliable services. Responsible for development and facilitation of effective work processes, performance standards and metrics as well as documented customer feedback. Act as first point of contact for monitoring terminal operating customer service performance.
RESPONSIBILITIES:
1. Act as integral link with customers. Evaluate customer environment for market or service requirement changes; track customer input regarding expanded service needs. Facilitate service improvement by tracking opportunities for product or process enhancements that will result in greater customer satisfaction.
2. Provide a resource for documentation and follow-up of customer calls and meetings for terminal management staff as well as MTC Sales and Marketing resource.
3. Format and disseminates system use and user metrics as well as customer information gathered during customer calls in effective and consistent manner.
4. Develop, maintain and communicate operating and administrative procedures
Consistent with Company objectives and ISO registration requirements.
5. Acts as trainer and resource for SSCO customer staffs, MTC's RTB superintendents, and any other interest party's for MTC terminal operating systems and tools, focusing on the continued expansion system use for existing and newly develop tools.
6. Work with MIS department in the tracking and resolution of facility and customer information management needs, including providing the tracking mechanism for customer issues.
7. Works closely with terminal operating departments to insure a consistent
Language Skills
4
Computer Skills
26