Customer Communications Coordinator

5 days ago

Kitchener, Canada WASTE CONNECTIONS OF CANADA Full time

Waste Connections of Canada the leader in non-hazardous solid waste management in North America is looking for a Customer Communications Coordinator to support our team in Kitchener ON. We are looking for an innovative, creative and proactive leader. The incumbent is responsible for efficient route planning and assigning orders to drivers. The Customer Communications Coordinator monitors drivers’ progress to ensure daily pick-ups are completed, and resolves issues that impede progress (e.g., contacting customers to resolve on-site issues).

Starting: Starting at 50K + pending on experience
Hours: Mon-Fri 8:30am - 5:00pm

What’s In It for You?

You will be joining a company with great operating values and colleagues who embrace a “work hard, play harder” culture. We offer competitive compensation and benefits and retirement packages, alongside a variety of rewards, bonuses, and incentives. Come, become part of a team that leads by example, through a strong presence in our local communities, charitable giving, sustainability initiatives and more.

Essential Duties and Responsibilities:

- Develop routes for the following day based on orders received from Customer Service; assign routes to drivers
- Prioritize same-day orders (from queue in staging area) to drivers, based on driver location and availability
- Provide print and electronic route schedules to drivers for planned and updated orders; follow up to ensure orders have been received
- Direct drivers to appropriate transfer stations
- Answer calls from drivers requesting pick-ups, and assign orders as appropriate
- Communicate traffic problems (e.g., congestion, construction) to minimize avoidable delays
- Monitor driver route progress (e.g., progress of orders) and driver location to ensure orders will be completed, as scheduled; re-assign or re-schedule as needed to meet service commitments
- Verify the nature of driver delays,(e.g., truck maintenance problem, traffic congestion, unscheduled breaks), and coordinate solutions where possible (e.g., dispatch mechanic to site)
- Communicate to drivers on changes in routes, or request for overtime hours; listen to and respond to drivers’ concerns re: schedules
- Escalate concerns about driver performance (e.g., unscheduled breaks) to the supervisor (Operations or Route Supervisor)
- Contact customers to inform them of delays or missed pick-up; communicate revised timelines for pick-ups
- Call customers to inform them of on-site issues (e.g., blocked driveway) that need to be resolved in order for Waste Connections to complete pick-up
- Relay customer needs for increase or decrease to current level of service obtained from driver (e.g., insufficient containers) to Waste Connections Sales team to follow up re: changes to existing service
- Enter codes (e.g., dry run) on customer order to ensure correct billing information
- Close out and finalize routes from previous day (generate reports for management)

Qualifications:

- Good communication, teamwork and interpersonal skills
- Knowledge of area geography, to plan routes efficiently
- Organization skills
- Attention to detail, for data accuracy of company reports
- Waste Connections is an equal opportunity employer_.

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

**Salary**: From $50,000.00 per year

**Benefits**:

- Casual dress
- Company events
- Dental care
- Employee assistance program
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- RRSP match
- Vision care

Flexible Language Requirement:

- French not required

Schedule:

- 8 hour shift
- Monday to Friday

Work Location: One location

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