Customer Care Specialist

CUSTOMER CARE SPECIALIST

**Main Responsibilities**

Working under the direction of the Warehouse manager, the « **Customer Care Specialist** » has the following main responsibilities:

- Provide assistance to improve products and services
- Answering customer inquiries relating to service issues such as:

- Inbound orders and outbound orders
- Problems or complaints resolution
- Price negotiations (carriers and customers)
- Answering customers inquiries relating to pricing/ /service issues
- Communicating and coordinating truckers, third part warehouse
- Escalating customer service issues to the appropriate manager
- Responsible to resolve internal and operations problems in a diligent business efficient manner to prevent service deficiency's and / or customers dissatisfaction
- Improve on an ongoing basis internal systems and procedures to favor customer service and departmental internal efficiency
- Maintain and improve customer relationship:

- Participate on weekly scheduled calls on house accounts for general follow-up
- Promote Company's services and products
- Provide Quarterly Business Reviews (QBRs)
- Provide solutions to issues encountered
- Answer customer inquiries related to service issues:

- Logistics solutions
- Problem or complaint resolution
- Price negotiations (customers)
- Escalating customer service issues to the appropriate manager
- Invoice dispute resolution
- Accounts Receivables Assistance
- Create and maintain customer profiles and SOPs (EWB Maintenance):

- Update, maintain and improve customer information, Products and SOPs
- Set up, with IT, automatic alerts and reports based on client requirements
- Reporting:

- Track and Trace Reports / I.T reporting setups
- Recording and reporting customer volume fluctuations
- Customer specific reports
- Maintain minimum profit levels:

- Attend onboarding meetings and provide ongoing service to new sales clients
- Continuous improvement of procedures (internal and external) and departmental functions / Exception Reports
- Enforce and maintain proper security measures and procedures to protect clients' and company's assets.
- Maintain high productivity performance.
- Support Yard Shunter in managing the yard space, keeping it clean and organized at all times to maintain efficiency.
- Support Warehouse Manager in the pricing, quoting, sale presentation and promotion of the warehousing/contract logistics services and development of the business.
- Document and maintain proper standard operating procedures aimed at meeting clients' requirements and maintaining internal efficiency.
- May occasionally visit or contact clients of the warehouse to maintain close and harmonious relationships.
- Other tasks and duties assigned from time to time by the immediate supervisor
- Minimum three (3) years of experience in similar position with a Warehousing 3PL organization
- Basic knowledge of customs regulations (AMPS, A8A, RNSs, CBSA regulations.) an asset
- Customer service skills and persuasive abilities
- Organization skills
- Problem solving skills
- Team player
- Excellent communications skills both in English and French, verbal and written
- Knowledge MS Office suite and experience with CMS (Customer Management System)
- Must be willing to learn and grow in this position

**Administrative Skills**
- Prepare timely reports for management and customers in a professional format
- Develop effective methods of sharing and obtaining information with and from others
- Plan client's visits and presentations
- Organize sales material and presentation in a professional format
- Ability to set priorities and organize workload assigned in an efficient manner
- Maintain an organized and time efficient daily agenda
- Ability to review procedures and identify areas of improvements

**Communication Skills**
- Ability to keep customer satisfaction and loyalty at high level
- Express ideas effectively and professionally in individual and group situations and in writing, where needed
- Ensure all communications and requests received are responded and taken care of promptly and without delay or prejudice to the Company
- Ability to communicate efficiently and maintain harmonious relationships with clients, business partners, working colleagues and his/her superiors

**Organization Culture & Knowledge**
- Understand how the company is organized and administered
- Understand how the company relates to other organizations, customer groups, industry groups and government bodies
- Understand how goals, statements and business objectives applies to quality tools and work process
- Maintain knowledge current with organization’s products and services, including web services and facilities
- Make suggestions to improve products and services

**Professional Knowledge**
- Keep current with industry trends, charges and regulations
- Be open to follow professional training to improve professional skills, when needed
- Maintain all data and information on the Company’s co