Customer Care Specialist

The Seaboard Transport Group; Dartmouth; On-site; CAD 45,000 - 65,000; Full time

Job summary

A leading transportation company seeks a Driver Care Specialist to enhance driver satisfaction through effective communication and support. This role involves responding to driver inquiries, promoting safety initiatives, and liaising with subject matter experts. Candidates should possess strong communication skills and a background in customer service.

Qualifications

• 1+ years’ experience in a similar role is an asset.
• Strong communication skills – verbal and written.
• Proficiency in a windows-based computer environment and web software.

Responsibilities

• Support incoming driver inquiries via phone, text, or email.
• Proactively communicate company programs and initiatives.
• Champion the driver experience by communicating updates and solutions.

Skills

Communication skills

Time-management skills

Customer service

Education

Degree or Diploma in a related field

Tools

MS Office

Job description

Description

Founded 60 years ago, Seaboard Transport Group (Seaboard) is a privately held organization comprised of numerous transport brands across Canada and the United States, including Moncton-based Armour Transport, and is a recognized leader in the Bulk Truckload Industry. Seaboard has a proven history of exceptional performance in the areas of safety, product handling and logistics and has grown by providing excellent service to clients in both the petroleum and chemical industries. In more recent years, Seaboard has added rail-truck and truck-to-rail transload services and options for bulk storage of dry and liquid products, growing our team to over 3500.

Job Title: Driver Care Specialist

Job Location:Dartmouth, NS(On Site)

The Driver Care Specialist will play an integral role in the Driver Care Centre. Working alongside subject matter experts the Driver Care Centre’s goal is to increase overall driver satisfaction. Ensuring safety and compliance, the Driver Care Centre promotes, coaches, and educates drivers on key processes.

The Driver Care Specialistwill be responsible for supporting incoming driver inquires as well as proactively communicating company programs and initiatives. The Driver Care Specialist will give exceptional service to drivers by acting as an ambassador and providing timely communication and solutions.

Responsibilities:

• Act as an ambassador for all professional drivers by:
• Receiving inquiries via phone, text, or email ticketing system
• Providing immediate response to all phone inquiries.
• Ensuring same day response to all email inquiries.
• Provide immediate response for all general inquiries where possible.
• Work with departmental subject matter experts to resolve complex issues as needed.
• Communicate status updates and outline path forward for drivers as needed.
• Find and communicate solutions to drivers no more than 48 hours after inquiry is submitted.
• Champion the driver experience by:
• Utilizing weekly reports to contact and communicate with new drivers.
• Proactively communicate company programs and initiatives.
• Acting as a liaison and support system for drivers within the organization.
• Help promote safety initiatives alongside the driver coach team.
• Communicate with drivers regarding adherence to operational processes, providing coaching, education and support as required.
• Other duties as required.
  
  

Qualifications And Experience

• 1+ years’ experience in a similar role is an asset.
• Degree or Diploma in a related field or equivalent work experience is an asset.
• Strong communication skills – verbal and written.
• Excellent organization and time-management skills
• Proven ability to deal productively and professionally with internal customers.
• Experience and/or eagerness to work in a role with high-volume communication requirements.
• Advanced capabilities with MS Office, including MS Word, MS Excel and MS PowerPoint
• Proficiency in a windows-based computer environment, including familiarity with web-based software platforms.
• Experience in the transportation industry an asset
• Bilingual in English / French or other languages is considered an asset