Operations Co-ordinator/Boarding Clerk

Diploma in Logistics/Marketing and/or Business Management

Job Summary

The Jobholder is solely responsible for providing Logistics, Operations and Administrative Support to Management, Staff, Clients and Vendors. The jobholder works closely with Managerial & Directorial staff in providing this support, usually on a one-and-one basis. He/she will also assist the management team to meet deadlines by dealing with Operational, Logistic and All Vessel Related Tasks.
The Jobholder needs extensive knowledge of Customs, Immigration and Boarding. The candidate must know who the key authorities are (both external and internal) in order to successfully achieve the Company’s goals and objectives. Record Keeping and Note taking are of paramount importance to the success of the Job Position.

Job Responsibilities
Vessels, Chandlery Orders, Cargo Landing, Cargo Transfer, ASYCUDA, Vessel Agency Services, Bunkering, Bunker Samples and all Operational Services of the Company. Must ensure that a timely and efficient Service is provided to all clients, meeting & exceeding all set deadlines.

1. Promote and demonstrate the value of the Company’s services by knowing the services offered (Vessel Operations, Transshipment Cargo, Crew Changes, Customs Brokerage & All Vessel and Shipping Aspects of the Business) (Daily)
2. Ensure S.O.Ps are read by self and are followed daily (Daily)
3. Ensure that all Timelines set for Vessel Operations Completion & Shipments are met as laid down by Management verbally or in writing.
4. All Maritime Entries must be completed at least 48 Hours Prior to Vessel Arrival
5. Open Vessel File once alerted of Pending Arrival
6. Ensure all Services Carried out for Vessels whilst under the Agency of the Company are well documented noting Vendor, Type of Service, Costs so that upon completion of same Invoices are obtained promptly (Hourly)
7. Ensure All Launch Boat Trips are noted along the lines of Number of Persons being Transported, Names of Persons being transported, Time of Departure (Ship to Shore/Shore to Ship) Time of Arrival (Ship to Shore/Shore to Ship) - (As Trips are planned/occur)
8. Ensure all Hotel Stays/Taxi Trips/Meal Expenses are documented on our Excel Spreadsheet Format. Adhere to format at all times.
9. Ensure all Ship Spares coming for Vessels are documented by opening Individual files for same. Notes made in main Ship file of same and follow up done to ensure clearance, receipt & stamps placed by all necessary parties. Always note, Trucker Costs, Airlines Costs, Storage Costs, any other costs, Time of Clearance of Ship Spare, Time of Pick up and Time of Drop off by Trucker, Time of Drop off by Broker
10. Ensure all Stencil Letter Format for Vessel Operations/ Shipment/ General Usage are kept in a file for easy retrieval on computer for future usage (Hourly)
11. Categorize and name files on computers for easy retrieval (Hourly)
12. Deliver exceptional customer service and maintain meaningful relationships with clients/vendors (Daily)
13. Read and Reply to all emails immediately upon receipt and give accurate feedback in responses immediately. Always acknowledge receipt of emails to Sender. (Immediately)
14. Answer All Phone Calls into the Company professionally, speak clearly and be well mannered, no later than the third telephone ring. Answer all calls as follows: “The Company, (say your name) speaking, how may I help you?” (Daily)
15. Always write all information given in a telephone call in an accurate manner (Name, Contact Info, Company Info, Caller Info, Nature of Call, Invoice Number, Ship Name, B/L Number, etc.). Follow up this request with a confirmation email to the caller, copying in Directors and relevant staff members.
16. Seek the best Freight Rates for clients/customers/vessels and respond to clients with quotations in a timely manner (within a 24-hour period)
17. Provide thorough Freight Rate Quotations to customers on the first version of quote ensuring that all aspects of the quote are covered i.e. Duties, VAT, Other Charges, Agency Charges, Freight Charges, Line Charges, Brokerage Cost if required, Transportation Type needed. Ask correct questions to provide correct quote (within a 24-hour time frame) (Daily)
18. Ensure that all quotations made to customers are sent using the Company’s Official Quotation Format and subsequently accepted, signed and stamped by customer before a shipment booking is made (Before Shipment Booking is confirmed to Agent/Line) – (Within a 24-hour time frame)
19. Follow up with clients/customers for feedback on quotations requested and quotations pending, making every effort to book the shipment (within a 24-hour period)
20. Ensure all emails with Pre-Alerts/Shipment Notifications are printed and a Folder opened immediately for same. All Pre-Alert Shipments must be documented, foldered, labelled, diarized and instructions given for invoicing to the Accounts Administrator immediately upon collection of delivery from Local Line/Agent.
21. Read and respond to all e-mails and telephone calls the same day of receipt.
22. Carry out specific projects with regard to new business.
23. Safety is to be observed and adhered to at all times.

ADHOC DUTIES

• Always maintain a professional attitude and appearance when dealing with local & global clients.
• Ensure language is professional at all times. No local dialect or slang is permitted when speaking with clients/vendors.
• Deliver exceptional customer service and maintain meaningful relationships with clients/vendors.
• Learn and position the brand of the Company as the ultimate service provider within the shipping industry.
• Promote and demonstrate the value of the services of the Company.
• Always try to market the additional services of the Company when interacting with new or repeat clients.
• Never hold discussions with the Company’s clients divulging intricacies of our operations.
• Always maintain a personal positive image when on and off duty. You represent the brand of the Company.

Administrative Support:

1. Adhering to the Standard Operating Procedures of the Company and good Health & Safety practices at all times.
2. Devising and maintaining office data management for the operational side of the business.
3. Screening phone calls, enquiries and requests and handling them when necessary.
4. Meeting, greeting visitors, liaising with clients, suppliers and staff at all levels of seniority.
5. Dealing with incoming emails, faxes and post, often corresponding on behalf of the management body.
6. Assist Management with information for accounts and budgets for vessels.
7. Maintains customer confidence and protects the operations by keeping information confidential.
8. Any other duties as assigned by General Manager, Operations Manager and Directors.

Qualifications: Education/Certification

• Customs Apprentice Boarding Clerk or Licensed Boarding Clerk
• Diploma in Logistics/Marketing and/or Business Management
• Computer literacy - Microsoft Office (Excel, Word, PowerPoint)
• Five (5) GCE O’Level passes grades A or B or CXC passes Grades I or II, including Mathematics and English Language

Experience and Other Requirements:

• Port Operations
• Record Keeping for Vessel Operations
• High Organizational Skills
• Minimum of two (2) years’ practical experience in the field of Boarding/Customs

Knowledge, Skills and Abilities

• Proven ability to meet and exceed logistics/marketing goals
• Effective and accurate verbal/written communication including reports and client presentation skills
• Ability to work independently on multiple tasks
• The ability to form new working relationships quickly is essential – capable of working as an individual and as part of a team
• Self-motivated, analytical, quick learner, organized and detail-oriented
• Ability to assess situations, recommend courses of action, and guide customers accordingly
• Proficient in computer applications and other business equipment
• Ability to respond effectively to enquiries or complaints from customers/vendors
• Ability to communicate professionally with customers and at all levels of staff

REF/JC