Customer Service Representative Concord ON
Trillium Talent Resource Group
Concord, ON
2d ago

Job Description

POSITION : Customer Support Specialist

PERKS AND PAY : $17.00 per hour + benefits + profit sharing + pension plan

SHIFT : Monday Friday 8 : 30am to 5 : 00pm

Our client is anational Logistics carrier delivering superior service for over 60 years.We offer competitive benefits, profit sharingand pension plan.

We are currently seekinga Customer Support Specialist (CSS) who will be responsible for providing professional,courteous customer service via telephone or email inquiries.

You will beaccountable for addressing customer inquiries, complaints and processingtransactions in transportation and logistics environment.

The CSS promotes theorganization, acting as a brand ambassador, providing positive experiences toall customers.

CORE COMPETENCIES : Customer focus

Customer focus

Communication (both verbal and written)

Problem Solving

Accountability and Dependability

JOB DUTIES :

Provide information about shipment status : ETA’s,appointment detail, etc.

Research and resolve customer problems, acting as thecustomer liaison between departments when necessary

Provide information about service availability

Keep records of customer interactions, customercontacts and action taken

Coordinate pick-ups on area outside GTA

Coordinate re-routing / re-consignment of shipments asdirected by customers and inform them of the appropriate accessorial chargesinvolved

Handle complaints : provide appropriatesolution / alternatives within the time limits and follow up to ensureresolution.

Demonstrate passion for excellence with respect totreating and caring for customers

Escalate enquires or problems to Manager when assistance is requiredto resolve satisfactorily with customer

Direct callers to correct person / department for inquiries outsidethe CSS scope

Provide manager with updates on problems areas and suggest recommendationsfor enhancements or improvements to better serve our customers

REQUIREMENTS :

Strong customer service and troubleshooting skills

AS 400 experience is an asset

Experience in Transportation and LTL is a plus

Exceptional conflict resolution, negotiation and objection handlingskills

Highly flexible, with solid interpersonal skills that allow one towork effectively in a diverse working environment

Able to effectively communicate both verbally and in writing

Able to work well under pressure

Strong attention to detail

Able to deal with people sensitively, tactfully, diplomatically andprofessionally at all times

Computer literate, including effective working skills of MS Word,Excel, email and AS400

Proven data entry / typing skills

Professional appearance and manners

Strong work ethic and positive team attitude

WORKING CONDITIONS :

Manual dexterity required to use desktop computer and peripherals

Call-centre environment

If you are interested in applying for thisposition, please send your CV to Alana trilliumhr.com Number of Openings1

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