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
Communication (both verbal and written)
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
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
If you are interested in applying for thisposition, please send your CV to Alana trilliumhr.com Number of Openings1