Customer Care Representative

2 weeks ago

Delta, Canada Versacold Full time

VersaCold is a food-first supply chain company with one of North America’s largest cold chain networks. We're dedicated to ensuring the safety, quality and freshness of the food families eat. With 65 years of experience, we collaborate as entrusted partners to maintain cold chain integrity and deliver customized solutions to complex business challenges. The foundation of our culture is based upon The VersaCold Way demonstrating our commitment to health and safety, integrity, innovation, performance and collaboration.

We are a growing organization and currently looking for a passionate and motivated **Customer Care Representative **to join our winning team.

**Employment Type**: Full Time

**Shift**: Monday to Friday 7:30 am to 3:30 pm

**Reports To**: Supervisor, Customer Service

**Office/Facility**: "Derwent" Facility - Delta, BC

***

The Customer Care Representative plays a critical role on the front line and is responsible for activities such as receiving and entering customer orders, answering phone calls, tracing shipments and responding to inquiries in a prompt and courteous manner. The Customer Care Representative works closely with all customers, ensuring timely updates of any delays are communicated effectively and professionally in order to achieve customer requirements. The Customer Care Representative also works closely with the operations teams and other support teams to ensure effective communication.

**KEY RESPONSIBILITIES**
- Process and input all customer orders with accuracy and checking all orders for special requests.
- Co-ordinate/communicate special shipping requests with appropriate operations and support teams.
- Trace orders as required and notify customers of activity regarding their product.
- Ensure proper invoicing of accounts by accurately inputting information and any appropriate accessorial charges.
- Review reports concerning customer service activities, billing information or operational activities.
- Respond to all inquiries and report any customer feedback to the Supervisor
- Handle customer complaints by providing information and solutions within a timely manner
- Provides the highest levels of service to all customers with whom they interact, whether internal or external, with the goal of continuously improving the customer experience.
- Reviews trips/shipment ETA’s to ensure customer needs are met with regards to pickups and deliveries
- Collaborates effectively with all team members in Transportation, Warehousing, Support teams and Terminal operations to achieve daily objectives.
- Liaises with Customers regarding requests or inquiries as well as collecting all data necessary and inputting into system.
- Follow up/review of any current pick up or delivery issues and communicating effectively with customer.
- Process revisions from customers in a prompt and detailed manner
- Ensures customer specific processes are followed for any exceptions or customer portal requirements
- Review additional charges to customers as required to ensure all charges are correct and being captured.
- Performs other duties as assigned in accordance with the company vision, mission, strategy and culture.

**KEY REQUIREMENTS**
- 2+ years of experience in a customer service role in a logistics, transportation or warehouse environment
- College diploma and/or University degree required and post-secondary education in Business, Warehousing Transportation, Operations Management, or related field an asset
- Training or post-secondary courses in Customer Service an asset
- Personally demonstrates that external (or internal) customers are a high priority.
- Identifies customer needs and expectations and responds to them in a timely and effective manner.
- Anticipates and prevents delays or other things that can adversely affect the customer. Keeps customers informed about the status of pending actions and inquiries about customer satisfaction with products or services.
- Prioritizes work flow to ensure deadlines are met in a fast-paced environment. Adapts to shifting priorities.
- Detail-oriented with a high level of accuracy.
- Possesses strong problem solving and organizational skills
- Works effectively as part of a team.
- Proficient in Microsoft Office with an emphasis on Word, Excel and Outlook.
- Experience with TruckMate is an asset

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