Customer Service Representative

2 months ago

Lloydminster, Canada KAG Canada Full time

About the Role:

The Customer Service Specialist will provide support to the day-to-day operations in the Lloydminster Terminal through the efficient and professional administration of full-cycle customer service duties as related to our drivers' transportation experience. This position has the possibility of turning into a dispatcher role.

Key Responsibilities:

  • Matching drivers, trucks, and trailers to orders based on load requirements and qualifications while optimizing fleet resources
  • Ensuring drivers have adequate hours of service
  • Establishing proper last contents on equipment
  • Arranging for equipment to be available for fleet maintenance
  • Preparing trailer loading instructions
  • Planning routes for drivers by adding route or track points as required
  • Ensuring delivery instructions are complete
  • Providing instructions and answering questions from drivers
  • Contacting off-duty drivers to provide trip instructions for next on-duty status
  • Communicating with drivers on any deviations with planned loads
  • Communicating schedule requests to Assistant Terminal Manager
  • Checking routing of completed trip compared to routing instructions
  • Ensuring payload is up to maximum GVW and was loaded as per instructions
  • Communicating changes to planned orders and update system as required
  • Monitoring total mail and keeping system up to date
  • Taking customer orders and entering orders to TMW system and providing confirmation of order to the customer
  • Managing Driver Pay Portal
  • Providing ETA as required and providing updated information to customers when changing plans
  • Administering other duties as assigned such as site maps and fuel cards

Requirements:

  • Prior dispatch experience is an asset
  • Forward-thinker - must be able to plan and foresee potential issues that may require the plan to be adjusted
  • Outstanding internal and external customer service skills
  • Takes ownership of work responsibilities
  • Must have strong organizational and interpersonal skills as well as the ability to work under pressure and meet deadlines
  • This position also requires strong communication skills
  • Ability to prioritize and manage multiple responsibilities and work independently
  • Previous experience in the transportation industry is beneficial

What's in it for you:

  • Very competitive compensation including immediate company-paid benefits package for you and your family
  • We offer a wide range of other employee programs and incentives including an RRSP/DPSP matching program, annual bonus opportunities, and scholarships opportunities for your children
  • Referral reward payments up to $2,000 available per successful hire (certain conditions apply)
  • We listen to your ideas and give you an opportunity to make changes
  • We have an uncompromising commitment to safety and lead by example every day through actively caring about one another

We value diversity:

KAG Canada is an equal opportunity employer that embraces diversity in the workplace and equivalently considers applications from qualified women, men, visible minorities, aboriginal peoples, and persons with disabilities. We welcome applications from all interested individuals; however, only those candidates selected for an interview will be contacted.

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