Sr. Manager, Customer Service

San Pedro, CA

Yusen Terminals LLC (“YTI”, based in Terminal Island (Los Angeles), CA, is wholly owned by Ocean Network Express (ONE), with office headquarters 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 The Alliance (ONE, Hapag Lloyd, 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 eleven 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!

If you see today’s supply chain challenges as an opportunity to get creative without sacrificing quality, Yusen 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 Chief Commercial Officer, the Senior Manager, Customer Service (CS) will be a proactive customer advocate at YTI and will be responsible for ensuring YTI provides consistent and reliable container terminal service levels in accordance with terms and conditions defined in YTI’s terminal tariff and schedule of rates with shipping lines customers. This person will be primarily responsible for payroll and staffing of OCUs and supervision of OCUs’ performance to make sure YTI continues to be competitive in the market by offering excellent Customer Service.

What you will do:

• Manage quality control and compliance with CBA of Office Clerical Union (OCU) regarding staffing and payroll of OCU employees including Time-In-Lieu Claim handlings (Tracking, internal training of TIL cases and discussion with OCUs)
• Act as the first point of contact to handle any grievance filing and labor disputes and administer results/action items to prevent any violation of CBAs within YTI organization
• Review and determine optimal OCU headcounts monthly/weekly/daily and execute the defined staffing plan to optimize labor costs under budgetary responsibility for CS Department
• Maintain consistent performance of OCUs in accordance with CS Standard Operating Procedure (SOP) within internal stakeholders to foster customer-oriented culture in YTI
• Observe and monitor key performance indicators of YTI’s service levels in CS department and keep our local customer segments updated throughout the year
• Monitor YTI appointment system/closed areas/ERDs/Vessel closeout and coordinate with Yard/Gate Ops to improve our gate/yard services in import, export and other CS areas
• Manage and ensure YTI handle the demurrage collection and waiver procedure in compliance with the regulatory requirements via close collaboration with the finance and IT team
• Responsible for timely and reliable responses to complaints and service inquiries from truckers/shippers/shipping lines during the daily operation
• Participate in monthly Harbor Trucking Association meetings when deemed necessary and host the quarterly truckers’ meeting with the agenda assigned by CCO including the truckers’ holiday appreciation luncheon as well.
• Partner with GM of CS-Project and Process Excellence to identify challenges/opportunities and implement new SOPs and defined procedures within CS team for sustainable quality control throughout the year
• Any new Customer Service duties deemed necessary to be assigned by Chief Commercial Officer
• Perform other job duties as required

What you will bring:

• Undergraduate college degree or higher is preferred.
• Minimum of four or more years of Customer Service-related experience. Strong customer-oriented focus a must and on-hand experience on CBA is preferred.
• Ability to interact and effectively communicate with customers and internal stakeholders over the phone, often in stressful situations.
• Must be detailed-oriented and able to work under pressure to meet deadlines and other requirements.
• Strong ownership of Customer Service monitoring new inquiries and pending issues around the clock
• Good organizational skills and ability to pay attention to detail.
• Advanced 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. Leadership to delegate tasks to managers.
• Ability to develop rapport with internal and external customers and create organizational synergy.
• Must have working knowledge of Microsoft Office (Word, Excel and PowerPoint)
• Travel as required.

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