Dedicated Customer Service Agent  (Montreal)
Date Lists: 01/14/2014
Application Deadline: 03/15/2014
Department: Customer Service
Status: Full - Time
Hours of Work:

08:00 AM to 5:30 PM

Job Title: Dedicated Customer Service Agent
Summary:

Under the direction of the Customer Service Manager the Dedicated Customer Service Agent responds to customer enquiries and requirements and provides customer service support to the operations group by obtaining, analyzing and verifying the accuracy of order information in a timely manner.  Initiates and/or implements corrective action as needed in order to ensure that an excellent standard of service and a high level of customer satisfaction are maintained.  Prepares and maintains customer service reports. Co-ordinates the handling of difficult/and or unusual situations. Primarily services and is the coordinator for specified accounts and is the single point of contact for assigned key accounts.

DUTIES AND RESPONSIBILITIES:

  • Assumes responsibility for the accuracy of customer orders proactively monitors shipments and manages exceptions, advises customers of shipment status
  • Generates and provides daily reports to customers on shipment exceptions and shipment delivery information, liaise with internal departments relating to issues regarding transportation services, billing and customer relations.
  • Notify customer and Sales Representative if substitutions will be given or shortages/damages have occurred
  • Ensure faxes/emails/voice-mails are received and confirmed back and transmitted in an efficient manner
  • Assumes responsibility for establishing and maintaining professional working relations with customers
  • Resolves questions, requests, and problems promptly and courteously
  • React quickly to emergency situations
  • Provide leadership in resolving short and long term customer concerns including identifying  continuous improvement opportunities
  • Build and manage customer relationship(s) and knowledge supporting Customer Business Development Manager
  • Maintain and monitor specific service levels for the assigned account(s)
Education / Training:
  • College degree in business, Transportation, Logistics or related field or a combination of education and experience from which comparable knowledge and abilities can be acquired is necessary.  
MINIMUM JOB REQUIREMENTS:
  • Minimum of 3 years of transportation modes knowledge: Full Load, Less Than Truckload via road and rail/intermodal is preferred
Contact Information:

Rosie Colosimo
Email: rosie.colosimo@vitran.com

Fax: 905-660-2448