The Day & Ross Transportation Group is currently seeking a full-time Customer Relationship / Inside Account Representative for our Dedicated Logistics division in Mississauga, Ontario.
Working closely with various internal and external contacts to effectively and efficiently respond to customer inquiries and requests, provides exceptional customer service through each customer interaction and all contact channels : phone, email, fax, and web.
Provide excellent service to customers while keeping in mind the company’s policies and standards, and in compliance with any relevant legislative / regulatory requirements.
Fulfill customer requests, respond to inquiries / complaints professionally, utilizing superior problem solving, investigative, negotiation, resolution, and decision-making skills.
Adhere to processes, procedures and codes of working practice that promote a comprehensive quality approach to service delivery.
Manage all contacts in terms of time spent on resolution, customer expectations and satisfaction, according to specified departmental service level targets.
Contribute to improvements to contact handling protocols, systems and processes to meet the needs of internal and external customers.
Collaborate to develop a vision, strategy and roadmaps for the customer experience while identifying ongoing opportunities for improvement.
Provide feedback and reporting of the overall customer experience and provide opportunities for customer experience enhancements.
This role is required to establish and maintain effective relationships with internal and external customers, and requires the incumbent to regularly liaise with both internal and external contacts as required to resolve customer issues and satisfy inquiries.
Participate in internal with colleagues and external meetings with customers to identify trends that are uncovered, and translate into actionable suggestions for improvement to operations and customer management team.
Qualifications : Education and Training :
Education and Training :
College diploma or post-secondary education or combination of education and experience
1-3 years’ prior experience in an interactive customer service environment
Experience in the transportation industry a strong asset
Skills and Attributes
Demonstrated analysis and reporting skills
Demonstrated PC skills, with a higher level emphasis on Microsoft Office-Excel and Outlook. Additional skills in reporting software and / or other software / database skills
Demonstrated passion for Customer satisfaction excellence, flexible and responsive to both the needs of the customer and the organization.
Display tact and diplomacy in handling all levels of customer interaction.
Work effectively as a team member, or individually as required, in a demanding environment.
Ability to manage workload is required.
Excellent organizational and time management skills.
Strategic creative problem solver who is innovative, data-driven and improvement-oriented
Normally works Monday to Friday, 8 hour shifts between 6 am to 3 : 00 pm
The working environment can include long periods of sitting at a desk and data inputting.