Service Coordinator

Day & Ross

13d•Remote

About The Position

The Service Coordinator works collaboratively with Planner, Dispatchers and Customer Service Teams to ensure the movement of temperature-controlled volume to our customers is delivered on time and claim-free. This role involves monitoring weather and road conditions, tracking truck and driver performance, and resolving issues related to temperature-controlled equipment.

Requirements

Minimum of secondary education.
Experience using MS Outlook, Excel & Word; must possess the aptitude for learning new programs.
Strong customer service focus, relationship building skills.
Good communication skills including the ability to relay information (verbal and written) between several parties and deliver a positive customer experience.
Troubleshooting and problem solving skills, the ability to evaluate current situation, respond quickly to changing requirements, execute and escalate accordingly.
Strong organizational and time management skills, including the ability to work under pressure in a fast-paced deadline-driven setting.
Ability to multitask and prioritize in a deadline driven environment; appropriate sense of urgency.
Ability to collaborate with others to meet customer expectations.

Nice To Haves

Previous Transportation or operational experience is preferred.

Responsibilities

Monitor weather and road conditions across the network using various tools.
Check speed and safe driving actions of D&R units across the network.
Send weather warning and road closure notifications to fleet and business.
Track and report on weather event impacts to the network.
Contact on duty drivers and brokers to provide information about road conditions.
Monitor temperature-controlled equipment for alarm codes, temperature issues or reefers that might be turned off, and resolve these issues.
Work with drivers, Thermo King, maintenance, and D&R operations & terminal staff to resolve any reefer issues.
Organize emergency load transfers at nearest terminal locations to maintain load temperature.
Investigate and log information in Truck Mate, Thermo King and other operating systems.
Contact drivers, dispatch and terminal staff about any reefer issue providing them with contact information to reach out to Thermo King for repairs.
Manage and summarize decisions during critical situations and provide this information to external and internal stakeholders.
Contribute to the development of customer facing and internal KPIs and drive efficiencies.
Track and trace of trucks, drivers and trailers for certain customer key accounts and report that information to internal and external stakeholders.
Multitask in a fast-paced environment.
Perform other related duties as may be required.