Manager, Customer Service - Global Shipping Export

111 West Ocean Blvd. Suite 1700 Long Beach, CA 90802

On-site role Mon-Fri 0830 – 1700 (w/1 hour lunch)

With our core values – People People People, Community Responsibility, Customer Focus, Excellence through Quality – we hope to empower our employees to achieve the mission of OOCL.

What is OOCL?

OOCL is one of the world's largest integrated international container transportation, logistics and terminal companies. As one of Hong Kong's most recognized global brands, OOCL provides customers with fully integrated logistics and containerized transportation services, with a network that encompasses Asia, Europe, the Americas, Africa and Australasia.

Within our organization, the Export department manages cargo destined from North Americas to our global port network. Starting at the booking level, the Customer Service team performs an array of tasks using multiple in-house and vendor systems to meet our customers requests in delivery their products safely to their overseas buyer. Other responsibilities include exception handling with customers, vendors, and other internal departments, managing distressed cargo issues, and leading Clerical Union staff to provide our customers with the best Customer Service experience as possible.

OOCL Benefits (What we offer to you):

All employees enjoy these outstanding benefits, while in a safe, friendly, clean, business casual office environment. Benefits include:

• Medical, Dental, and Vision Insurance
• 401k Retirement Plan AND Pension Plan
• Paid Vacation/PTO
• Separate Paid Sick Time Off
• Major Holidays Paid
• Paid Personal Days in Addition to PTO
• A Competitive Salary
• Tuition Assistance after 12 months
• Employee Assistance Program- starts day 1
• Excellent Growth and Advancement Opportunities
• Referral bonuses

Job Responsibilities:

• Provide leadership in: (a) building an effective organization with clear accountabilities and streamlined processes (b) developing quality people (c) role-modeling OOCL core values and core competencies; consistently address under performers.
• Be jointly accountable, with Sales, for retention of customers and growth of support from target accounts.
• Meet and exceed annual staff budget productivity and performance targets with no more than a 10% variance below target.
• Model decision making for all transactional matters on the front-line in compliance with Company guidelines and procedures.
• Promote customer-centric culture and develop direct customer - Customer Service relationships.
• Continuously develop best practices, with justified ROI, to provide positive experiences for customers; provide customers with services that meet or exceed OOCL's quality standards.
• Effective local Detention & Demurrage management.
• Design and execute effective training plans for front line staff.
• Assess and recommend Staffing requirements in cooperation with the South West Director.

Preferred Skills:

• Supervisory experience in a team environment
• Customer service experience
• Experience with Terminal and Rail Operations
• Critical Thinking and Problem Solving Skills
• Flexibility and ability to adapt to changes
• US Regulatory Transportation Requirements (Customs, DOT, Hazardous, etc.)

Qualifications:

• Customer Relations Management and works well in a team environment
• Understand and Implement quality guidelines, company policies and procedures
• Attention to detail, excellent verbal and written communications skills and capable of managing multiple tasks simultaneously
• Knowledge of Microsoft Office Suite

Be part of a team!

• Have a collaborative mindset as your daily interactions will include working with our customers and with many people in various departments within our organization in a team-based environment.
• bring your experience and thrive on proactively suggesting opportunities to increase efficiencies to improve the current process

The annualized base salary range for this position is $100,000.00 to $130,000.00, excluding fringe benefits. If hired at OOCL, the final base salary compensation will be determined based on factors such as geographic location, skills, education, and/or experience. In addition to those factors, we also consider internal equity as part of any final offer. Hiring at the maximum of the range would not be typical in order to allow for future and continued salary growth. All full-time employees enjoy these outstanding benefits, while in a safe, friendly, clean, business casual office environment.

All employment is contingent upon the successful completion of a background check

OOCL is an Equal Opportunity Employer and offers a diverse, inclusive, and equitable work environment. OOCL does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. For more information, we encourage you to visit us at www.oocl.com.