Customer Service Specialist CSS

Westcan Bulk Transport Ltd . • Ottawa, ON

8d • Onsite

About The Position

Westcan Bulk Transport is seeking a Customer Service Representative to join their team, with a focus on planning for and supporting drivers' daily tasks. The shift schedule is 5 On - 4 Off - 3 On - 2 Off, from 7:00 AM to 5:30 PM. This role involves matching drivers, trucks, and trailers to orders, ensuring drivers have adequate hours of service, establishing proper last contents on equipment, arranging for equipment maintenance, preparing trailer loading instructions, planning routes, ensuring delivery instructions are complete, and communicating with drivers regarding trip instructions and deviations. The position also includes taking customer orders, entering them into the TMW system, managing the Driver Pay Portal, providing ETAs and updated information to customers, and administering other duties as assigned.

Requirements

• Prior dispatch experience is an asset
• Forward-thinker - must be able to plan and foresee potential issues that may require the plan to be adjusted
• Outstanding internal and external customer service skills
• Takes ownership of work responsibilities
• Must have strong organizational and interpersonal skills as well as the ability to work under pressure and meet deadlines
• This position also requires strong communication skills
• Ability to prioritize and manage multiple responsibilities and work independently
• Previous experience in the transportation industry is beneficial

Responsibilities

• Matching drivers, trucks, and trailers to orders based on load requirements and qualifications while optimizing fleet resources
• Ensuring drivers have adequate hours of service
• Establishing proper last contents on equipment
• Arranging for equipment to be available for fleet maintenance
• Preparing trailer loading instructions
• Planning routes for drivers by adding route or track points as required
• Ensuring delivery instructions are complete
• Providing instructions and answer questions from drivers
• Contacting off duty drivers to provide trip instructions for next on-duty status
• Communicating with drivers on any deviations with planned loads
• Communicating schedule requests to Assistant Terminal Manager
• Checking routing of completed trip compared to routing instructions
• Ensuring payload is up to maximum GVW and was loaded as per instructions
• Communicating changes to planned orders and update system as required
• Monitoring total mail and keeping system up to date
• Taking customer orders by phone, email, and fax and entering orders to TMW system and providing confirmation of order to the customer
• Managing Driver Pay Portal
• Providing ETA as require and providing updated information to customers when changing plans
• Administering other duties as assigned such as site maps and fuel cards

Benefits

• Competitive wages
• Company matched RRSP/DPSP savings program
• Bonus opportunity
• Scholarships program for employee’s children
• Referral reward payments up to $2,000 available per successful hire (certain conditions apply)

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed