Dispatch and Customer Service Manager

Tidewater Canada

Dispatch and Customer Service Manager

Headquartered in Burnaby, B.C., Tidewater Canada (TWC), is the West Coast’s largest bulk transporter of refined petroleum products. Our services include bulk fuel transportation, specialty towing and marine logistics.

We are currently seeking a Dispatch and Customer Service Manager (DCSM) who will be responsible for optimizing asset utilization and service quality in concert with contractual obligations and regulatory constraints. The DCSM will be responsible for gathering market intelligence, managing client relationships, and communicating with customers to address their questions/concerns. The role is key in assisting and facilitating the expansion of business opportunities while developing and implementing market strategies that align with the Company’s overall business objectives. The DCSM will represent TWC at various stakeholder engagement and industry functions, actively promoting the TWC brand and marketing our commitment to safety and operational excellence.

Reporting to the Director of Operations, the DCSM will be responsible for working collaboratively with the other members of the Operations team to maximize the revenue of TWC assets deployed under rigorous safety and compliance controls while maintaining contractual obligations and ensuring that best in class customer service is delivered to TWC customers. They will be the primary point of contact with TWC’s customers and will continually work to strengthen these relationships through proactive communication, taking the lead role in commercial contract administration and responding to all customer service issues through to successful resolution. The DCSM will develop qualified growth opportunities and make recommendations to the leadership team to advance TWC’s interest in marine transportation and work to propose commercial strategy, pricing and contract terms for new and existing customers. They will also regularly engage with TW USA to identify and develop cross border commercial opportunities. Responsibilities will also include the development and maintenance of a lead/client database and commercial KPI’s; the preparation of RFI/RFQ’s, client presentations, execution plans and participation in the analysis of capital expenditures to help translate profitable business growth opportunities into revenue generating activities. They will also be responsible for providing leadership to and the performance management of their direct reports.

Candidates for this position will have a minimum of 5 years’ experience in a business development or customer service role in the transportation industry, preferably in a marine environment or in the distribution of refined petroleum products. Applicants will also possess a Bachelor’s degree, business diploma or the equivalent education, training and experience in a related field such as sales, marketing, communications or logistics management.

TWC offers a competitive wage and excellent benefits package including pension, health, dental and vision care, Short and Long Term Disability Insurance, Life Insurance, a generous vacation leave entitlement and bonus program.

How to Apply

Email resume with a cover letter stating salary expectations to careers@ca.tidewater.com

TWC encourages application from designated group members under the Federal Employment Equity Act.
We thank all candidates for applying; however, only those selected for an interview will be contacted