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Customer Service Representative Manager
3 weeks ago
**Triple Eight Transport **is an asset based carrier company with terminals in Abbotsford BC, Calgary AB, and Acheson AB. We provide full-truckload transportation services to and from all major cities in Western Canada and the United States
In this role you will report to the General Manager and be responsible for leading the Customer Service Team**,** and ensure that the movement of freight, is coordinated and executed successfully according to our customer’s needs.
**Core Responsibilities Include**:
- Collaboratively working with CSR/Operations to increase revenues.
- Oversee the accurate documentation by customer service representatives of any information received from customers in TMW (unrated orders, incorrect temperatures, etc.) as well and daily follow up with CSR Team Lead.
- Daily reporting of service failures and creating call to action.
- Provide monthly report to management - KPIS’s (managing account volumes, Cost recover and level of service)
- Monitor the business as a whole and daily loads to ensure all loads are services on time and no service failures are recognize to the best of your abilities.
- Daily freight generation and reporting.
- Driving client relationships through the CSR team.
- Coach, Train and Mentor Team Lead and CSR's
**People Management**:
- Communicate on a regular basis with CSR team to ensure customer service efforts meet the demands of the client.
- Holding weekly meetings with Customer Service team and reporting to the General Manager.
- Understanding root cause to issues relayed, during scheduled meeting times and escalating as per needed.
- Coaching, Training and Mentoring Departmental staff on current and new strategic operating processes.
- Providing analysis of trends, identify areas of concern, and make recommendations for consideration.
**Customer**:
- Identify and expedite customer complaints that require immediate attention and escalate situations as needed.
- Customer challenges - aware of big problems (investigate)
- Focus on new business and sustainability.
- Onboarding new customers, building SOP’s and distribute info to required parties.
**Qualifications Include**:
- Analytical and critical thinking skills
- Must have reliable transportation.
- Strong problem-solving skills.
- Proven team player with ability to align position goals with corporate strategic goals.
- 3+ years of experience in a relative field
- Experience managing a team.
**Salary**: From $70,000.00 per year
**Benefits**:
- Dental care
- Vision care
Schedule:
- 8 hour shift
- Day shift
- Monday to Friday
Work Location: In person
