Customer Care and Logistics Representative

3 weeks ago

Edmonton, Canada Holcim Full time

Overview

and Primary Focus:

Logistics Coordinator is responsible for the primary day-to-day duties in planning, entering, and scheduling of ready-mix concrete orders to job sites while adhering to all Lafarge safety policies and procedures. This role is responsible for being the first point of contact for customers based in our Edmonton RMX office.

The work environment is fast paced and requires the ability to juggle ever changing priorities and customer needs. Both a strong team-centric attitude and exceptional customer service phone etiquette are a must to be successful in this role.

Specific Accountabilities:

Customer Care and Logistics Representative

Adhere to all Lafarge safety policies and procedures. Manage customer calls, providing support based on inquiries and updating appropriate details on orders. Review orders to make sure they are accurate and identify/flag if they contain any special conditions. Inform customers of all relevant company policies including confirming orders, additional products, and driver responsibilities as well as any warnings and limitations. Provide support and knowledge for drivers; directions, site details and project information. Assist customer inquiries in regards to truck locations, approximate ETAs, order availability, additional products, pricing/quotes, special requests, load limit/vehicle weight, etc. Proactively contact customers with notice when orders are not operating as scheduled. Communicate any necessary information with the Logistics Manager, Shippers, Operations, Quality Control, and/or Sales Team. Coordinate driver and QA/QC issues pertaining to active orders; communicating with appropriate parties as required. Document any and all issues regarding orders. Provide sales and billing coordinator information pertinent to billing accuracy. Investigate and develop solutions to problems as they arise - safety, driver schedule, rejected loads, etc. Complete miscellaneous filing, administrative work, issue investigations, and ticket queries as needed. Open availability – working different shifts and may require long hours based on business needs. Other tasks and duties as required.

Relationships:

This position reports directly to the CCLC Logistics Manager while working closely with Dispatch as well as communicating with customers, pump operators, and placers to provide customer care. Additionally, the Logistics Coordinator will be in regular communication with Operations, Quality Control, and/or Sales Team.

Qualification Profile:

Education and Work Experience:

High School Diploma or equivalent required Experience in the construction industry and/or logistical experience is an asset. Experience in a fast-paced call centre with multiple demands and metrics.

Knowledge and Skills:

Commitment to a Safety Culture Strong interpersonal phone/email communication (incl. friendly and courteous attitude, ability to communicate clearly and explain issues to customers when required) Strong written and verbal communication skills Problem solving skills Exceptional listening skills Ability to multitask in a fast paced environment Effective negotiation, problem solving, and conflict resolution skills Strong time management skills and ability to perform several tasks at once Ability to work well under pressure with rapidly changing customer priorities Competency with all Microsoft Office and general native PC programs Knowledge of local market geography and addresses Proficient typing and data entering skills

Other:

Open to a flexible working schedule (i.e. Saturdays are possible on a rotation basis) Be a team player and work well with others in high-pressure situations. A positive and helpful attitude Familiarity with construction and construction sites in general, concrete products in general, and industry terms and slang are desired Reliable transportation (our office location is not ideally suited for public transit) Reliable attendance is mandatory with flexible work schedule

As part of our dedicated focus on the health and safety of all employees, a pre-employment medical, including drug and alcohol testing and a criminal record check, may be required.

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