Customer Care Specialist

3 months ago

Mississauga, Canada OEC Group (Canada) Full time

**About us**:
Founded in 1984, OEC Group’s global network brings forth optimal logistics intelligence, performance-driven and cost-effective strategies, keeping us on the cutting edge of the logistics industry.

**Responsibilities**:
**Customer Development and Account Management**
- Assist in developing customer accounts and improving products and services.
- Upsell current client accounts to meet client needs.
- Set up automatic alerts and reports based on client requirements.
- Set up POM and E-Booking System usernames and credentials. Set up of internal and external systems for customer accessibility.

**Customer Inquiries and Issue Resolution**
- Address customer inquiries and issues, including logistics solutions, pricing, problem resolution, inside sales, price negotiations with carriers and customers, filing quote request forms, and escalating service issues to the appropriate manager.
- Verify bookings and ensure they match costings and agreed terms
- Request confirmation for booking, follow up for change request as needed.
- Resolve customer complaints related to bookings, ETD, and ETA concerns.
- Address internal and operational problems efficiently to prevent service deficiencies and customer dissatisfaction.
- Assist with invoice dispute resolution and accounts receivables.

**Customer Relationship Management**
- Maintain and enhance customer relationships.
- Plan and conduct weekly customer visits to promote company services and products, provide Quarterly Business Reviews (QBRs), and offer solutions to encountered issues.

**Reporting and Analysis**
- Track and trace reports, including I.T. reporting setups.
- Analyze market trends.
- Record and report customer volume fluctuations.
- Generate customer-specific reports.
- Review daily Emanifest reports, highlight missing information, and follow up with origin offices to ensure all mandatory key elements are in POM for timely filing with CBSA.

**Profitability and Continuous Improvement**
- Maintain minimum profit levels by attending onboarding meetings and providing ongoing service to new sales clients.
- Continuously improve internal systems, procedures, and departmental functions, including Exception Reports.

**Documentation Management**
- Collect POA and manage internal setup for ISF filing.

**Other duties as assigned**:
Skills and Attributes:

- 1-3 years of experience in customer service
- Knowledge of International Transportation (Ocean and Air shipments), an asset
- Sales skill and persuasive abilities
- Organization skills
- Problem solving skills
- Team player
- Excellent communications skills both in English and French, verbal and written
- Knowledge MS Office suite and experience with CMS (Customer Management System)
- Must be willing to learn and grow in this position

**Company Perks**:

- Dental care
- Employee assistance program
- Life insurance
- Paid time off
- Vision care
- Free onsite parking
- Milestone awards
- Fun onsite activities (Summer BBQ’s, Holiday party, food truck etc)

**Job Types**: Full-time, Permanent

**Benefits**:

- Dental care
- Flexible schedule
- Paid time off
- Vision care

Flexible language requirement:

- French not required

Schedule:

- Monday to Friday

Work Location: In person

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