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Bilingual Customer Service Representative

4 months ago

Winnipeg, Canada YRC Freight Canada Full time

**Job Summary**:
Provide a variety of Customer support-related services to Customers and to internal departments and support of the overall Customer support to generate measurable revenue growth, yield improvement and to properly execute the Customer handoff from territory Account Executives.

**Job Duties**:
**Customer Advocate and Customer Single Point of Contact**
- Partner with Operations, Pricing, Rating and OS&D personnel to meet Customer requirements/expectations.
- Monitor and follow-up with Customers on status of ASDC and SPD's

**Handle Inbound Customer calls in support of**
- Providing one-shot rate quotes, volume quotes
- Selling YRC Freight'sproducts and services
- Right-selling to Time-Based products as appropriate to meet Customer needs
- Closing all transactional business
- Tracing customer shipments
- Collection inquiry matters with appropriate referral to Central Collections
- Managing and generating revenues
- Negotiating as appropriate

**Handle Outbound Customer calls in support of**
- Proactive Customer Notification
- General follow-up on all commitments
- Executive Customer Care

**On a daily basis: Track, trace, and quote shipments; create and process SPD's; generate Red flags; handle CAR170; process CSC updates; review of automated reporting on ACD queue management, time-in-queue, etc.**

**Other duties as assigned.**

**Competencies / Requirements**:

- Completion of secondary school required.
- Sales/customer care skills or experience essential.
- Excellent verbal communication skills and active listening skills required.
- Ability to work in a team environment required.
- Knowledge of YRC Freightproducts, services and freight system including Customs/Bond and OS&D - preferred.

**Working Conditions**:

- Works entirely in the local facility.

Yellow Corporation, along with all subsidiary companies, are an Equal Opportunity/Affirmative Action Employer

**Sommaire du poste**:
Fournir une variété de services connexes de soutien à la clientèle pour les clients et pour les départements internes. Assurer les fonctions relatives à l'ensemble du département du service à la clientèle afin de générer la croissance des revenus mesurables, l'amélioration du rendement et de traiter avec efficacité les transferts provenant des représentants de compte.

**Responsabilité du poste**:
Être le médiateur et le seul point de contact du client en rapport avec les départements de gestion, de prix, d’OS&D, du personnel afin de satisfaire aux exigences et attentes des clients

Contrôler et faire le suivi avec les clients sur l'état d'ASDC du SPD

Traiter les appels entrants des clients et leur fournissions des soumissions de transport générale ou volume

Vendre les produits et service de YRC Freight Canada

Offrir les services liés aux contraintes de temps pour répondre aux besoins particuliers des clients

Finaliser les transactions d’affaires

Traiter correctement les demandes relatives au recouvrement en référant le client aux département central de recouvrement.

Traitement de recouvrement et générer du revenue

Négocier de façon appropriée quand il le faut.

Gérer les appels sortants

**Sur une base quotidienne**:
Retracer et offrir des soumissions de transport, créer et traiter la SPD ; générer des alertes si nécessaires, gérer CAR170, traiter les mises à jour du Service à la clientèle, revue des rapports automatisés sur la gestion des lignes d’ACD, du temps d’attente, traiter les autres tâches qui sont assignées.

Conditions de travail : toutes les tâches sont accomplies dans un bureau.

**Exigences / compétences**:
Un diplôme d'études secondaires requis.

Les compétences dans le domaine du service à la clientèle ou des ventes est essentiel.

Excellentes compétences en communication verbale et l'écoute active requises

Bilingue en Français et en Anglais requis

Capacité à travailler en équipe nécessaire.

Connaissance des produits YRC Freight Canada, services et réseau de transport des marchandises y compris les douanes/Bond et OS&D - considéré comme un atout.

Doit être en mesure de fournir un casier judiciaire vierge.
-------------------------------------------------------

Pay: From $36,000.00 per year

**Benefits**:

- Casual dress
- Dental care
- Extended health care
- Paid time off
- Vision care

Schedule:

- 8 hour shift

**Experience**:

- Contact Center: 1 year (required)

**Language**:

- French & English (required)

Work Location: One location