E.G. Gray Transportation Ltd. Hiring for Customer Service Representative at Peterborough, ON Full Time

Customer Service Representative

The Customer Service Representative will build an excellent rapport with customers to service them with consistent service ensuring the highest level of customer loyalty and business repeatability. Acting as a liaison between the customer and the company, the CSR will enter all load order information using the operating software and maintain the data integrity of all order related processes. The CSR will participate in activities that support the overall goals of the operations department.

Reports to Operations Manager

Direct Reports: No direct reports

Responsibilities

• Ensure that proactive customer service is provided through timely communication and accurate data entry
• Ensure that Customs Broker information is accurate and entered for ALL international orders
• Maintain customer, shipper and consignee records within TMS ensuring all pertinent information is available and current
• Helps to ensure that daily load counts and revenue targets are met through the acceptance of loads and utilization of brokerage resources, bring forward any visible decreases in load counts to Operations Supervisor
• Responsible to maintain consistent, high-quality customer liaison and service
• Manage accessorial charges, on direction from dispatch, review waiting times attempting to free up drivers and process accessorial charges as necessary (Detention, Layovers, Lumpers, Truck Ordered Not Used etc.), plus maintain follow-up
• Answer all incoming calls and ensure that dispatch is aware of requirements of customer with any revisions too or new orders added that require immediate attention
• Continuous communication with Planners and Driver Managers with any changes to existing orders and continuously passing ETA’s and updates to customers
• Ensure EG Gray is meeting or exceeding customer expectations;
• On time service
• Follow ups and communication timeliness
• Over-all service
• Continually monitor unplanned available, on-hold, call for appointment or in route orders ensuring all shipments are picked up and delivered on time – make arrangements for potentially late shipments in proactive manner
• Manage appointments, set appointments (pickups and deliveries), rebook late pickups and deliveries and communicate proactively reasons and ETA for late appointments
• Manage consistent, accurate load information when accepting and booking orders in the system
• Work extremely close with Planners and other Operation staff members to maximize utilization of company assets
• Support billing with any inaccuracies with billing and rates or accessorial charges
• Monitors and audits customer specific trailer pools and works directly with Planners to ensure trailer pools are being adhered to and discrepancies are corrected
• Follow all relevant legislation and company policies and procedures
• Cross Train all customer accounts for vacation coverage
• Assist in other sectors of the Operations Team as needed
• To represent EG Gray Transportation in a professional and courteous manner

Minimum Qualifications and Skills Requirements

• Education equivalent to completion of High School
• Minimum of 3 years transportation
• Knowledge of Container Booking and Tracking
• Familiarity with CN and CP Rail Bookings
• Great communication, interpersonal, time management, multi-tasking, organizational, conflict management and problem identification and resolution skills
• Excellent listening skills
• Ability to Problem-Solve
• Ability to work under pressure both independently and as part of a team
• Ability to prioritize and work effectively

Working Conditions

• 45 hour work week – 8:00am to 5:00pm
• Fast paced environment with some deadlines and pressures
• Agreeable working conditions with some exposure to noise, dirt and similar uncomfortable elements

Job Types: Full-time, Permanent

Salary: $20.00-$25.00 per hour

Benefits:

• Casual dress
• Dental care
• Paid time off

Schedule:

• Day shift
• Monday to Friday

Experience:

• Customer Service: 3 years (preferred)
• Transporation: 3 years (preferred)