Dispatcher & Customer Service Specialist

5 days ago

Clyde River, Canada Bulk Carriers (P.E.I.) Ltd Full time

The **Dispatcher & Customer Service Specialist** plays a multi-functional role supporting key areas of operations in a long-haul transportation environment. This position supports the end-to-end movement of freight between Canada and the United States by facilitating effective communication, optimizing route and load efficiency, and delivering a high standard of customer support. The role plays a vital part in meeting service expectations, maintaining compliance, and contributing to the overall success of daily transportation operations.

**Reports To**: Director of Fleet Operations.

**Key Responsibilities**
- Act as a point of contact for customers, providing updates on shipment status, and updating delivery schedules.
- Manage customer inquiries with professionalism and ensure timely responses.
- Document all customer interactions in internal systems and escalate unresolved issues when necessary.
- Ensure high customer satisfaction through proactive communication and service excellence.
- Assign loads to drivers based on availability, location, hours of service, and delivery requirements.
- Communicate effectively with drivers regarding pick-up/drop-off instructions, route changes, or service issues.
- Monitor real-time truck movements and ensure schedule adherence.
- Handle unexpected events such as breakdowns, delays, or border crossing issues and respond with effective solutions.
- Collaborate with load planners to optimize trailer usage and lane efficiency between Canada and the U.S.
- Anticipate freight volumes and adjust planning accordingly to maximize driver productivity and minimize deadhead miles.
- Coordinate with customers and shippers to align freight bookings with equipment availability.
- Enter accurate and complete load details into the transportation management system.

The above statements reflect the general duties and responsibilities of the role. This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the position.

**Qualifications & Experience**
- High school diploma or equivalent; post-secondary education in logistics, business, or related field is preferred.
- Minimum 2 years of experience in transportation, logistics, or dispatch roles.
- Understanding of cross-border freight movement, customs processes, and compliance regulations.
- Strong communication and interpersonal skills.
- Proficiency in transportation management systems (e.g., TruckMate) and Microsoft Office tools.
- Ability to work under pressure, manage multiple tasks, and meet tight deadlines.
- Flexibility to work various shifts, including weekends if needed.
- Bilingual (English/French) or multilingual abilities are an asset.

**Work Schedule**

Two positions are available as part of our operations team.

Position One - 4 day work week Fri-Mon:

- Fri noon - 8pm
- Sat 10am-10pm
- Sun 10am-10pm
- Mon 7am-noon

Position Two - 5 day work week Sun-Thu:

- Sun 9am-6pm
- Mon 9am-6pm
- Tue 9am-6pm
- Wed 9am-6pm
- Thu 9am-6pm

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

Pay: $44,000.00-$50,000.00 per year

**Benefits**:

- Dental care
- Employee assistance program
- Extended health care
- Life insurance
- On-site parking
- Paid time off

Work Location: In person

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