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Customer Service Manager
3 months ago
**Business Unit: Apps Cargo Terminals**
**Position: Customer Service Manager (LTL Division)**
**Location**: Edmonton, AB
Apps Cargo Terminals is committed to providing flexible industry-leading transportation and supply-chain solution in a manner which is consistent with customer expectations & our “core values” of integrity, respect & continuous improvement. Our motto is “we promise performance, we deliver service” and our team is an integral part of this.
As part of our continued growth, we are looking for a **Customer Service Manager (LTL Division). **This role reports to the Terminal Manager. The incumbent is to address and resolve service issues in a professional and timely manner, coordinate resolution of systemic large-scale service issues, provide required reports, attend customer meetings with Account Managers, assign select accounts for dedicated CSR coverage, effectively manage all Customer Service staff.
**Responsibilities**:
- Notify customers of service difficulties, including refused shipments, late or incomplete shipments, or incomplete paperwork
- Keep track of missed pickups and on-time delivery and notify proper personnel to reschedule
- To provide accurate and timely responses to our customer’s enquiries relating to service, tracing and POD’s
- Check with operations daily, to establish list of priority issues such as service failures, refused deliveries, damaged or missing freight etc, that must be communicated to customers as soon as possible at the start/beginning of the day
- Update forms & reports
- Manage customers' accounts
- Print bills of lading for missed delivery as required throughout day
- Book in delivery appointments for certain receivers
- Check with interline carriers and confirm shipment status
- Manage departmental staff and functions
- Answering telephone
- Willing to work occasional extended hours as required
- Perform any other reasonable duties assigned or directed by management as necessary to ensure the continued financial success of Apps Cargo
**Qualifications & Key Competencies**:
- Grade 12 graduation
- 2 years experience working in a Customer Service role in an office environment
- 1 year experience working in a managerial role in an office environment
- Proficient knowledge of Outlook, Word, and Excel
- Experience AND Knowledge of customer service principles and practices
- Ability to communicate effectively both orally and in writing
- Good analytical and mathematical skills
- Strong organizational skills; attention to detail
- Ability to meet deadlines
- Excellent problem-solving skills; ability to resolve issues effectively and efficiently
**Hours and Location**:
- Monday to Friday: 0730-1700
- Terminal Location: Edmonton, West End
**Remuneration**:
$58,000 per year based on experience
**Benefits**:
- A supportive work environment
- Medical benefits plan
- KPI Bonus plan
**Intended Job Posting Audience**:
Anyone who can legally work in Canada
To: Angel Gollogly
We thank all applicants for their interest however only those selected for an interview will be contacted.
- **Please note that Apps Cargo Terminals is an Employment Equity company**_
**Salary**: $58,000.00 per year
**Benefits**:
- Dental care
- Extended health care
- On-site parking
- Paid time off
- Vision care
Flexible Language Requirement:
- French not required
Schedule:
- Monday to Friday
- Overtime
Supplemental pay types:
- Bonus pay
Work Location: In person
Expected start date: 2024-04-15
