Manager Customer Service

Yusen Terminals LLC ("YTI", based in Terminal Island (Los Angeles), CA, is a affiliate of Ocean Network Express (ONE) with headquarters' office in Singapore.

YTI operates a state-of-the-art marine container terminal in the Port of Los Angeles. YTI was established in 1991 at the Port's Berths 212-218. The services we provide are stevedoring and terminal operations for Premier Alliance (ONE, HMM and Yang Ming) as well as slot chartering from Evergreen, CMA-CGM, APL, COSCO and OOCL. As a full-service marine terminal, YTI provides modern technology, equipment, on-dock rail, storage facilities and Alternative Maritime Power (AMP®). YTI's highly experienced management team are devoted to efficient cargo handling with a focus on service delivery and customer satisfaction. We currently operate ten, Post Panamax Gantry cranes including six, state-of-the-art Super Post Panamax Gantry cranes. YTI is focused on giving all our customers a reliable "Best-in-Class" service delivery as well as a complete suite of marine terminal services to the shipping and transportation community.


Do you dream of working in a job where you can be valued from Day One by your contribution? Yusen Terminals LLC is a place where our people are encouraged to grow and be successful in a thriving industry. If you are someone who likes working in a high energy environment, then Yusen Terminals LLC is the place for you!


According to a 2023 report from the HEA Group, a higher education research and consulting agency, Marine Transportation is #4 in the top 10 of the highest paying majors in 2023!

the right environment and continual development, and we reward performance for anyone that performs! We offer excellent comprehensive benefits with full company paid medical.


If you see today's supply chain challenges as an opportunity to get creative without sacrificing quality, Y usen Terminals LLC is a place where our people enjoy new challenges and opportunities to grow and be successful in a thriving industry. If you are someone who likes working in a high energy, fast paced, and dynamic environment then Yusen Terminals LLC is the place for you!


Overview:

Reporting to the Department Manager of Customer Service, the Manager, Customer Service will oversee all aspects of Customer Service. Conform to the requirements of our customers and maintain open communications with Operations Managers.


What you will do:

• Ensure complete alignment with Yusen Terminals' safety program and instill a culture of compliance with OCU employees.
• Responsible for management of 20 OCU customer service representatives.
• Manage OCU daily staffing needs and ordering temps as needed.
• Supervise and train all customer service representatives.
• Responsible for approving OCU timecards, handle all payroll discrepancies and coordinate with Nashville payroll team.
• Approve and track all OCU time-off requests.
• Oversee and track trouble transactions and implement change to reduce trouble transactions.
• Provide employees with proper training on Custom Release Process and Procedures.
• Responsible for onboarding new customers.
• Responsible for researching data for any CBP gate mis-releases, mitigating fines and penalties. Coordinate and implement fixes related to CBP mis-releases.
• Attend monthly CBP meetings and relay all pertinent information to terminal management.
• Budgetary responsibility for OCU overtime hours.
• Create and submit YTI technology letters for automation to union officials as required per OCU contract.
• Collaborate with operations group to ensure customer expectations are met.
• Responsible for administering the Office Clerical Unit (OCU) contract.
• Responsible for handling billing disputes with the Nashville billing team.
• Maintain open communications with the Marine, Rail, Yard, and Safety departments.

What you will bring:

• Undergraduate college or higher degree preferred.
• 3-5 years customer service experience with a minimum of two years' experience in a supervisory position.
• Excellent leadership and managerial skills.
• Ability to interact and effectively communicate with customers, vendors, suppliers over the phone, often in stressful situations.
• Excellent oral and written communication skills.
• Excellent Time Management skills
• Good organizational skills and ability to pay attention to detail.
• Great ability to gather data and interpret data, compile information, and prepare reports.
• Ability to make quick decisions in an ever-changing environment.
• Inspire others to accomplish goals and encourage high standards of performance.
• Ability to develop a rapport with internal and external customers.
• High level proficiency in MS Word, Excel, PowerPoint, and Outlook.

Our Benefits
We have built a team who love what they do and share a passion for the terminal business. We encourage continuous learning and improvement, share knowledge and ideas freely, and have a dynamic and open culture.


And, if that is not enough, how about this list:

• Work for a company in one of the coolest industries in the world
• Great leadership team that truly believes in people and treating them well
• Paid-Time-Off - 21 days to start as a new hire
• 100% company-paid medical, dental, vision for employee and family
• Flexible Spending Accounts
• STD/LTD
• Life Insurance
• 401k with company match
• Pension Plan
• Group Legal
• EAP services

Salary Range: 100,000 - 125,000