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Customer Service Operations Executive Oceania – 12 mth contract

Sydney, Australia

Customer Service Operations Executive Oceania – 12 mth contract

A 12 month contract opportunity reporting to the Regional VP Customer Service Operations, this role will be responsible for managing and supporting all customer service and operational related matters, including responding to all customer inquiries in an accurate and timely manner, attaining depot performances, ensuring system data integrity and accurate/prompt reporting to meet and exceed company expectation.  3/2 Hybrid work schedule.

Key Tasks and Activities:

  • Managing customer requests and enquires including redelivery and onhire requests, permitted monthly returns, unit enquiry, billing/invoice queries, inventory availability, container swaps, total loss declaration and direct interchanges.
  • Gate buy depot off-hire management and coordination.
  • Follow up with customers regarding outstanding bookings.
  • Liaising with Account Managers regarding existing reservations and coordinating all booking and reservation extensions.
  • Daily monitoring of inventory via the DNA.
  • Compilation of reports for customers as well as internal reports requested by RVP/CSO and RVP Marketing.
  • Arrange and coordinate the setup of Seaweb ID when requested by a customer or depot.
  • Create new lease contracts and amendment documentation via the system.
  • Supporting Account Managers to ensure lease documentation is signed in a timely manner.
  • Manage equipment maintenance, repair cycle and turnaround times in accordance with set KPIs.
  • Manage depot productivity, performance, and enquiries for respective depots.
  • Raising depot or vendor POs when required.
  • Coordinate with depots and customers regarding onhire surveys.
  • Ensure bookings are met with available equipment.
  • Monitor inventories in dummy, pier & gate-buy depots.
  • Coordinate depot repair priority.
  • Maintenance of preferred on-hire/off-hire depot in SAP.
  • Actively prompt Seaco’s Customer M&R Dashboard.
  • Maintain data integrity for worldwide container activities.
  • Ensure accuracy & completeness of information passed on to backend team for reporting.
  • Monitor and correct all EDI transmission errors.
  • Provide consulting and cross functional support on matters related to business processes to both internal & external parties.
  • Enforce Seaco’s Operations policy and procedures.
  • Assist in development and implementation of new processes, procedures and depot training.
  • Conduct customer and depot visits as and when required.

For more information on this role or to apply, please send a CV and covering letter to:

Meryl Folb

HR Director