Steering Success: Christopher Williams on Operations at Waypoint Port Services
In this interview, we delve into the professional journey of Christopher Williams, Operations Manager for North America at Waypoint Port Services USA LLC. With a rich family history in maritime and nearly a decade of military service on U.S. nuclear submarines, Christopher’s transition into the commercial maritime sector was seamless. He shares insights into his role at Waypoint, detailing the company’s commitment to innovative and high-quality service in port operations. Christopher also discusses the challenges faced in the industry, the importance of teamwork, and the strategies Waypoint employs to adapt to the ever-evolving maritime landscape. Through his experience, he sheds light on how the company maintains its customer-focused approach while navigating the complexities of the maritime environment.
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Career Path and Experience: Can you share your professional journey and what led you to become the Operations Manager for North America at Waypoint Port Services?
I have been involved in the maritime industry since my great-grandfather served in the Pacific during World War II with the USMC. I was a sailor in the US Navy for a little under 10 years, serving on US nuclear submarines. The transition to the commercial maritime sector after my military service was easy. I started at Texas Marine Agency, then moved to NLI, where I was introduced to Waypoint and Scorpio Tankers, and finally returned to Waypoint.
Role and Responsibilities: What are your primary responsibilities as the Operations Coordinator, and what does a typical day look like for you at Waypoint Port Services?
I maintain a team of 8 individuals across North America who are in charge of port operations among the various ports and nations. My responsibilities include liaising with local authorities in the region for permits and procedures, procuring vendor agreements, seeking out new clients, managing the CRM for the operations team and customers, and accounting for daily billing and P&L in the various port operations.
Company Vision: Waypoint Port Services aims to be the preferred choice for port agency services. How does the North American division contribute to this vision, and what strategies are in place to achieve this goal?
In simple terms, technology, innovations in port operations, and our people are Waypoint North America’s secret to outperforming the competition. The Agency has been around for hundreds of years, yet it hasn’t changed much since its founding. It’s time to innovate and be on the cutting edge. I see us as being at the forefront of the technological revolution for agencies, driving innovation. By combining this with Waypoint’s commitment to maintaining quality personnel over quantity—even during budget cuts—we recognize that our people are our business.
Operational Challenges: What are some of the biggest challenges you face in coordinating port operations across North America, and how do you address these challenges?
We face several challenges in coordinating port operations across North America, including inflation affecting different territories and states, as well as constantly changing regulations due to political turmoil. Additionally, we deal with logistical concerns and pricing issues with vendors and existing agreements, which are also influenced by inflation.
Customer Focus: Waypoint emphasises high-quality, customer-oriented service. How do you ensure that the services provided meet and exceed customer expectations?
Waypoint USA operates 24/7, and we strive to maintain a net-zero inbox across all our communication profiles. This ensures that all correspondence is received and answered, if not in real time, then by the end of the normal business day. With this proactive approach and our expert operators, we aim not only to execute operations with excellence but also to do so in the most cost-effective locations across the United States. This strategy allows us to outperform the competition in local ports by considering the larger picture, including average daily demurrage costs per vessel type and advising clients on the most economical ports for husbandry services.
Sustainability Practices: Sustainability is increasingly important in maritime operations. What initiatives has Waypoint implemented to promote sustainability within its port services?
Yes, I have developed a Port Guide and Standard Operating Procedures (SOP) for all agents at Waypoint. Additionally, I work to maintain accurate CRM information regarding costs across the various ports to ensure precision in the face of ever-changing market conditions.
Team Collaboration: Can you discuss the importance of teamwork and collaboration within Waypoint Port Services, particularly across different regions and departments?
It’s crucial to have exact and precise communication when liaising with individuals from all walks of life, especially if the language being spoken isn’t their native tongue. Having the right staff and team members in place is essential to explain things clearly to upper management or other team members who may be confused, ensuring clarity in communication.
Maintaining a standard is also vital. To establish and uphold that standard, everyone must be on the same page with communication from top to bottom; otherwise, the process doesn’t work.
Being patient, kind, and understanding is important, and above all, it’s essential to remember that everyone was new at one point as well! The key is to listen to your team.
Adapting to Market Changes: The maritime industry is constantly evolving. How does Waypoint Port Services adapt to changes in the market, and what trends do you foresee impacting the industry in the near future?
Waypoint intends to address the needs of the market and pursue them accordingly. Each region has its own unique “venture” to consider, and it’s about capitalising on those opportunities while maintaining quality. That is key—not overextending ourselves or making false promises. In this business, your word is everything.
