Job Description

You Belong Here…Wherever in the World you find yourself.

We celebrate our wins as one team of many great people!

With a vision for a connected world, Inchcape relies upon the expertise, diversity, and global network of our over 3,000 professionals, spread across 60 plus countries and in over 250+ offices to help our partners connect to a smoother, smarter ocean

We empower our people, and our values are at the center of everything we do, and the successful candidate will be expected to demonstrate and fully adopt these:

Global Perspective – we connect the world and see the bigger picture.

The Power of People – we rely on the strength of local agent knowledge and relationships.

Progress– we adopt new thinking and push for positive change in our industry.

We know what matters. We never stand still. We always reach for more.

#WeAreInchcape

Business Need / Purpose of Role:

The Senior Operations Representative is responsible for coordination of and assisting vessels calling Central America and Caribbean area, liaising with the local port offices and sub agents, ensuring that all operational requirements, from vessel’s berthing prospects and working schedules through to vessel’s departure are met as per principal and company’s requirements, in the best, fast and professional manner.

Compliance

• Ensure Central America and Caribbean Vendors/Office/staff comply with ISS standards and procedures
• Work with the Regional agents/Panama team/ DA team to ensure the timely and accurate coding/upload and eventual posting of DAs originating from regional appointments.
• Work with the Marine Services Regional Supervisor ensure the Subagent team processes are streamlined and efficient.

Operational

• Coordinate with Regional Agents and prepare for vessels berth/working schedule prior vessel’s arrival and monitor during cargo ops that working schedules are complied
• Collect Port Status information in order to report to the Principals if any updates
• Assist regional procurement with subagent agreements
• Process improvement within the Regional team
• Ensure we have a high standard of enquiry management and operational execution with the subagents.

Compliance

• Ensure we work with Partner Agents who are in compliance with ISS policies
• Ensure Partner Agents perform as per the ISS key performance indicators
• Review Partner Agent performance and address opportunities to improve through regular and professional dialogue
• Ensure (OneDA) compliance and meeting KPIs.

Operational

• Provide port information, port costs and quotations as requested by customers and ISS offices.
• Generate the appointments and PDA’s as well as all reporting messages.
• Request and follow up reception of prefunding from Principals.
• Ensure highest levels of Customer Service delivery focusing on meeting the customer´s service delivery expectations.
• Challenge local process with the view of improving results for ISS customers and ISS team
• Develop/improve/standardize process as deemed necessary by Regional Agent management team
• Ensure queries are answered in a timely and professional fashion

Knowledge, Skills, and Abilities:

• Ability to work independently with limited supervision, multitask and possess strong initiative, exercise independent judgment within established systems and procedures.
• Balance multiple tasks, changing priorities & operate within a deadline-oriented environment.
• Knowledge of Vessel/Liner Operations.
• Possess organizational and time management skills with ability to prioritize, be detail oriented and results driven.
• Attention to detail with a high level of accuracy.
• Excellent customer service and communication skills, including strong verbal and listening skills.
• Must possess an intermediate proficiency with Microsoft Word, Excel, PowerPoint, SharePoint, and Outlook.
• Ability to understand and execute complex oral and written instructions
• Excellent written and verbal communication skills
• Excellent telephone etiquette and customer service
• Interpersonal skills to include self-awareness and the ability to deal professionally with others and always make professional judgments
• Must be service-oriented and customer-centric to all internal and external customers
• Must be a team player.
• Proven analytical and problem-solving skills.

Education, Qualifications, Certifications, and Licenses

Education/Experience:

• High School diploma or GED equivalent required.
• Bachelor's degree – Maritime Institutions or Academies degrees is preferred.
• 1-3 years’ experience in general maritime industry with exposure to various commodities and vessel types utilized in the port of employment.
• Prior experience in vessel operations including, but not limited to cargo ops scheduled and cargo handling processes.

Why Inchcape Shipping Services?

We believe in building a diverse and high performing workforce, that works together to provide our partners with the exceptional service they deserve. To reach the highest standards we depend on our people, their welfare, training, and expertise. We realize the value of the diversity of our people and know that their unique experiences, skills, and passions – strengthens the organization, stimulates creativity, and promotes the exchange of ideas – helping you to build a rich and rewarding career.

What you’ll get:

We understand that different families have different needs, which is why we’re always evolving our benefits to accommodate our employees.

Along with health and financial benefits, our employees enjoy a variety of other perks, tuition assistance, employee resource groups, and collaborative workspaces, some offices even welcome dogs.

In addition to our traditional benefits and perks, we sponsor various events throughout the year. And we provide a culture based on learning, the support of an engaged team, and an inclusive environment where all employees are valued.

We also encourage a better work-life balance with our flexibility. While we know in-office collaboration is critical to our vision, we recognize that not all work needs to be done within an office environment full-time. With consistent communication and digital collaboration tools, Inchcape has enabled our employees to find a balance that feels fulfilling and productive for each individual situation.

• Generous time off and paid holidays
• Employee Assistance Program (EAP)
• Performance and Recognition – You are rewarded for achieving success by merit increases and reaching milestones.
• Career growth and opportunities for promotions. We develop and hire from within!
• Plus, much more!

We have you covered for anything life could throw your way.

Deciding where you want to work is an important decision. Choosing a company that support your professional and personal goals is essential. Inchcape provides the resources, culture, and leadership you need to be successful, to build something you’re proud of, and take advantage of all the future holds.

Follow us on LinkedIn, Facebook, Instagram, and X to meet our employees and see what makes us who we are.

Who you are is who we are.

Inchcape is committed to the full inclusion of all qualified individuals. All qualified applicants will receive consideration for employment without regard to race, color, religion or belief, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Inchcape encourages applicants of all ages. As part of this commitment, Inchcape will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed, please email HR.NAMrecruiting@iss-shipping.com describing the accommodation.

Please note that as per Inchcape policy, we do not accept unsolicited resumes from employment, recruitment, staffing, or related agencies unless engaged to provide candidates for a specified opening. Any employment agency, person or entity that submits an unsolicited resume does so with the understanding that Inchcape will have the right to hire that applicant at its discretion without any fee owed to the submitting employment agency, person, or entity.

#LI-JN1