Senior Operations Administrator

1 month ago

Grimsby, Ontario, Canada CB Canada Full time
Position Title: Senior Operations Administrator

Job Overview

The Senior Operations Administrator is accountable for executing clerical and administrative tasks across various operational sectors, including linehaul, quality assurance, and customer service. This role is crucial in addressing damaged and misdirected packages promptly to enhance delivery efficiency. Additionally, this position serves as the primary point of contact for customers regarding a range of inquiries.

Key Responsibilities

- Provide administrative support to management and operational functions, including photocopying, filing, faxing, emailing, and answering calls.
- Review, research, and input data into various systems to assist respective functional areas.
- Compile data and generate regular and ad-hoc reports for management's review.
- Act as the first line of customer service to receive, resolve, and escalate customer inquiries and issues.
- Assist management with Business Control Self Assessment (BCSA) audit activities by retrieving necessary data and files for review.

Additional Responsibilities in Quality Assurance/Loss Prevention:

- Support timely delivery and minimize loss and damage by conducting address searches and corrections through various resources, ensuring packages are in optimal condition for customers.
- Prioritize workflow to maximize the number of packages resolved and dispatched for delivery within the same day.
- Ensure all packages receive the appropriate scan statuses and handle hazardous material damages in accordance with policy.
- Investigate missing packages to identify the root causes of scanning failures and compile information on disputed deliveries for management review.
- Analyze and track loss and damage claims to identify improperly charged claims and notify management.

Additional Responsibilities in Linehaul:

- Review and enter all Independent Contractor (IC) settlement information into the appropriate system to ensure accurate payments.
- Compile necessary documentation to establish and maintain Department of Transportation (DOT)-required files and verify timely log entries.
- Enter individual vehicle mileage records into the system and collaborate with ICs and Linehaul staff to resolve any discrepancies.
- Monitor various metrics, including the IC chargeback program, complaints, and maintenance compliance, and prepare weekly reports for management review.
- Serve as the initial contact for IC inquiries or issues related to settlements, uniforms, decals, etc., routing them to management for resolution.

Minimum Education:

High School Diploma or GED is required.

Minimum Experience:

A minimum of four (4) years of experience in customer service, clerical work, or a related field is required; experience in a dock operations environment or distribution center is preferred.

Required Skills and Abilities:

- Proficient in general business skills such as typing, data entry, and the use of office equipment (phone, copier, fax).
- Competent in software applications, including Microsoft Office and web-based tools.
- Strong customer service skills to effectively and professionally address requests.
- Excellent time management, organizational, and multitasking abilities to thrive in a fast-paced environment while maintaining attention to detail and accuracy.

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