Customer Experience Specialist

2 months ago

Burlington, Ontario, Canada Ryder System, Inc. Full time

About Ryder System, Inc.

Ryder System, Inc. is a leading provider of integrated transportation, logistics, and supply chain management solutions. With a history spanning almost 100 years, the company has established itself as a trusted partner for businesses around the world.

About the Job

The Customer Service Coordinator will play a critical role in supporting the shop management process at Ryder System, Inc. The successful candidate will be responsible for timely customer communications, scheduling, and inventory management, as well as repair follow-up and maintenance file management.

Key Responsibilities

  • Improve the quality and consistency of customer communications and meet customer expectations.
  • Perform customer relationship activities, including customer interface, issue resolution, and customer satisfaction.
  • Execute customer communication protocols related to PM scheduling and follow-up, breakdowns, and vehicle status updates.
  • Drive improvement of Customer Satisfaction (CSI) scores.
  • Enhance branch productivity through effective work scheduling and planning.
  • Create repair order tasks and update work planning sheets.
  • Review maintenance reports to identify and schedule preventative maintenance, repair campaigns, and vehicles requiring follow-up.
  • Coordinate with rental counters to identify repair requirements, available substitute units, and vehicle wash requirements.
  • Coordinate outside repairs with vendors and customers.
  • Provide a resource that allows the management team to effectively manage shop operations.
  • Contribute to cost containment through effective inventory planning and warranty.
  • Execute parts inventory management processes, including conducting physical inventory, parts ordering, receiving, stocking, managing purchase orders, and parts invoice coordination.
  • Make recommendations on min-max levels to the inventory planning team.
  • Manage parts obsolescence.
  • Ship warranty and return parts.
  • Organize and ensure cleanliness in the parts room.
  • Effectively handle all incoming shop calls.
  • Clerical duties within the shop operations, including vehicle maintenance files.
  • Process all Account Payable.
  • Create repair orders for technicians.
  • Contribute to cost containment through effective inventory planning and warranty.
  • Enhance branch productivity through effective work scheduling and planning.
  • Perform other duties as assigned.

Requirements

  • A diploma or GED is required, with general subjects.
  • One (1) year or more of customer service or comparable experience with issue resolution is required.
  • Detail-oriented with excellent follow-up practices.
  • Strong verbal and written communication skills.
  • Apply effective phone skills.
  • Capable of multi-tasking, highly organized, with excellent time management skills.
  • Flexibility to operate and self-driven to excel in a fast-paced environment.
  • Ability to create and maintain professional relationships within all levels of the organization (peers, work groups, customers, supervisors).
  • Ability to work independently and as a member of a team.
  • Experience using Microsoft Word and Excel is intermediate preferred.

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