Customer Account Coordinator

NFI; Mississauga; On-site; CAD 22,041 - 30,307; Full time

Benefits offered by this job

Annual discretionary bonus (3%)

Job summary

NFI is seeking a Customer Account Coordinator in Canada to support day-to-day customer needs, entering orders, verifying shipment data, and solving issues. You will communicate with carriers and account managers, maintain records, and assist with pricing data while working with a team in a fast-paced environment.

The role requires a high school diploma or GED (college degree preferred), strong MS Office/G Suite skills, and excellent communication and problem-solving abilities.

Qualifications

• High school diploma or GED required; college diploma/bachelor’s preferred.
• Strong computer skills: MS Office, Google Suite, and TMS.
• Strong data entry, customer service and troubleshooting skills.
• Ability to work in a team and independently in a fast-paced environment.
• Ability to follow directions and communicate effectively.

Responsibilities

• Enter orders into the system per SOPs.
• Verify shipment information: PO, pickup/delivery numbers, shipper/receiver details, quantities, and deadlines.
• Troubleshoot issues during verification.
• Escalate issues to carrier or account managers promptly.
• Provide customer updates as requested.
• Maintain customer records, including SOPs, contacts, and pricing data.
• Set up pickup or delivery appointments and enter them into the system.
• Determine carrier ETA and flag late pickups or deliveries.
• Participate in cross-training and AR/collections as assigned.

Skills

MS Office

Google Suite

TMS

Data entry

Customer service

Troubleshooting

Teamwork

Independent work

Following directions

Conflict resolution

Communication skills

Education

High school diploma or GED

College Diploma or Bachelor's degree preferred

Tools

-

Job description

Overview

Customer Account Coordinator facilitates the day-to-day business needs of customers, proactively providing track and trace services, and following standard operating procedures to problem solve. This position reports to the Strategic Account Manager or Operations Manager.

Responsibilities

• Entering orders into the system according to customer standard operating procedures.
• Verifying pertinent shipment information such as purchase order number, pick up number, delivery number, shipper information and hours of operation, receiver information and hours of operation, quantities, and special requirements.
• Troubleshooting any issues arising during the verification process.
• Escalating issues to carrier or customer account managers in a timely manner when necessary.
• Escalation of issues via the proper customer channels, as directed by the customer account manager.
• Customer updates provided as requested.
• Track and maintain customer records, which could include, but not be limited to, customer standard operating procedures, contacts, rates quoted to the customer and freight won versus lost, to contribute to pricing database.
• Problem resolution directly with client.
• Setting pick up or delivery appointments and entering appointments in the system.
• Troubleshooting any issues arising pertaining to the appointment process.
• Determining carrier ETA for pick up and flagging any potentially late pick-ups to carrier and customer account managers.
• Determining carrier ETA for delivery and flagging any potentially late deliveries to carrier and customer account managers.
• Provide ad-hoc information to carriers as requested, or forward request to carrier account manager if necessary.
• Duties as assigned by management, which could include, but not be limited to, responsibility to cross-train with other operations representatives on each other’s areas of responsibility.
• Accounts receivable and collections.

Qualifications

• High school diploma or GED required. College Diploma/Bachelor’s degree is preferred.
• Strong computer knowledge or willingness to learn; MS Office applications, Google Suite, and Transportation Management Systems [TMS].
• Strong data entry, customer service and troubleshooting skills.
• Ability to work within a team as well as independently in a fast-pace environment.
• Ability to follow direction.
• Exceptional conflict resolution and negotiation skills.
• Excellent oral and written communication skills.
• Ability and availability to work irregular or extended hours including afternoons, nights, weekends and potentially holidays as needed.

The base hourly pay rate for this posting is between $16.50 - $22.00 CAD. The base hourly pay range is a guideline to provide our employees with market competitive pay, while allowing for flexibility to recognize and reward various levels of expertise, performance and tenure. The range listed is just one component of NFI's total compensation package for employees. This position is also eligible for an annual discretionary bonus, targeted at 3%.

Canada Equal Opportunity/Disability Statement

NFI is an equal opportunity employer and is committed to a diverse and inclusive workforce. Accommodations are available upon request for candidates with disabilities taking part in all aspects of the selection process.

In compliance with Ontario and British Columbia’s pay transparency laws, and in an effort to promote transparency and equal pay for equal work, NFI provides salary/wage range and other information in job postings across all Canadian provinces and territories.