Customer Experience Representative

2 weeks ago

Acton, Canada Dufferin Aggregates - A CRH Company Full time

Job ID: 480410

Work Type: Full Time - Permanent

**It is a great time to join the CRH Canada team CRH Canada is going through an exciting business transformation which demands first-class Talent Management support to drive results.**

**We are building a world
- class team. Make your mark**

**You will be a successful addition to our team if you look at change as an opportunity to develop and contribute to the business. You will be successful in your role if you like partnering with the business, presenting new ideas and providing excellent customer service.**

**Dufferin Aggregates, a divison of CRH Canada is looking to hire**

Reporting to the Customer Experience Team Lead, the Customer Experience Representative (CER) is responsible for delivering an exceptional customer experience through various touch points. As the first point of contact the CER must be able to enter customer orders accurately and courteously, while leveraging a high level of industry knowledge. The CER is responsible for handling a variety of customer inquiries, including COD pricing, product questions, adjustments to ongoing orders, troubleshooting delivery issues and communicating with the various internal teams, in order to ensure seamless on-time delivery. Various administrative duties may be assigned based on departmental needs.

**Position Responsibilities**:

- Serve as the main point of contact for account and COD customers throughout the ordering process.
- Accurately enter new orders and changes into operating system
- Order monitoring & Customer communication
- Respond to customer inquiries and provide customers with updated information regarding their deliveries in an efficient and professional manner.
- Work closely with Scale Operators & Sales to ensure customer commitments can be achieved.
- Handle customer concerns/inquiries, troubleshooting service and quality related issues; providing real-time solutions to satisfy the customer’s needs.
- Schedule same/next day orders and trucking to optimize truck utilization.
- Execute freight procurement & onboarding new vendors.
- Support and promote various digital solutions (Customer Portal, E-ticketing, TREAD, Website)
- Assist the Customer Experience Lead with the identification and implementation of cost savings and value creation opportunities.
- Utilization of vendor scorecard
- Support sales with timely data to pass on and collect FSC, wait times and balance dues.
- Serve as the main point of contact for COD customer orders and pricing.
- Support Order to Cash efficiency through attention to detail & timely correction to errors.
- Assist and participate in new initiatives and projects.
- Administrative duties as required.

**Position Requirements**
- Proficient in Microsoft Office, Google Earth and web-based services
- Prior DFA Dispatch experience is preferred.

**Educational Criteria**
- Secondary School Education or equivalent business-related experience

**Position Dimensions**:

- Customer focused - Foster a customer focused environment, delivering exceptional customer service and anticipating future customer needs
- Strong interpersonal skills
- Fosters teamwork and cooperation - Foster a sense of collaboration and work effectively across organization to achieve goals.
- Adapts and learns - work effectively in the face of ambiguity, shifting priorities and rapid change while actively developing one’s skills and capabilities
- Maintain a professional demeanor with internal and external clients.
- Safety oriented
- Analysis and Problem-Solving - Effectively examine events, issues and problems and generate optimal solutions in a timely manner.
- Strong interpersonal skills
- Must be able to work in a high stressed, fast paced environment.
- Ability to multi-task and detail oriented
- Excellent organization skills
- Execution of best practices to provide a consistent and standardized customer experience.

CRH Canada Group Inc. recognizes Canada’s diverse landscape. Accommodation is available upon request for applicants with disabilities throughout the recruitment and selection process.

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