Service Delivery Analyst

3 months ago

Edmonton, Canada Trimac Transportation, Ltd Full time

**Service Delivery Analyst (Edmonton, AB)**:
**WHY TRIMAC?**

**THE ROLE**
Reporting to the Director Service Management, the Service Delivery Analyst will be responsible for overseeing the business process and system requirements for Trimac's transportation management system in support of Trimac's corporate order to cash (order lifecycle) process.

**WHO YOU ARE**
- You are excellent with interpersonal and communication skills to effectively communicate with others at all levels within the organization.
- You are detail-oriented.

**A DAY IN THE LIFE**
- Work with Service Centers and operations to support the completion of customer non-conformance reports and prepare customer service analytics where required.
- Support quality and timely responses by field operations to customer service issues.
- Ensure that the company clearly understands customer service trends with major customers to deal proactively with issues.
- Provide support for day-to-day user requirements of Trimac's transportation management system and integrated systems that support Trimac's truck line five standard operating procedures of Capturing the Order, Planning the Work, Execute on Trip Management, Invoice the Customer, and Pay the Driver.
- Engage with users to improve process compliance and improve ease of use within the system.
- Develop training tools to support user needs in the respective Dispatch Service Centers, including facilitating weekly and or monthly training calls for operations.
- Analyze business problems, identify, and document system processes and deficiencies, and provide analysis of technology solutions to meet the needs of the business and organizational goals.
- Work with our IT team to resolve EDI data transmission issues with our customers to achieve and maintain a high level of data compliance with our customers.
- Identify or implement root cause corrective actions needed to reduce the amount of administration associated with supporting the transportation management system and improve the user experience.
- Provide weekly analytics of our service levels including specific analytics for our top 10 customers as identified by operations or sales.
- Take part in weekly and/or monthly customer service calls which include personnel from both Trimac sales and operations and representatives of our customers. This position will provide updated service analytics for these meetings as well as more detailed "deep dives" into the data to investigate specific issues required.
- Work with operations to provide root cause and corrective actions for Non-conformance reports as well as for more systemic

**REQUIREMENTS**
- High School Diploma required. Post-secondary degree preferred.
- Minimum of 2 years previous experience and /or related training.
- Strong knowledge of operating systems including TMW, TMT, and ISAAC (electronic log system)
- Strong skills in Microsoft Office including Excel and Word

**SAFETY COMMITMENTS**
- We make Safety a part of every decision.
- We make Safety personal.
- We have the courage to intervene.

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