Customer Service Specialist CSS

Socket.dev; Edmonton; On-site; CAD 30,000 - 39,000; Full time

Benefits offered by this job

RRSP/DPSP savings program

Bonus opportunity

Scholarships for employees' children

Referral rewards up to $2,000

Company-paid criminal record search

Diversity and inclusion culture

Job summary

Westcan Bulk Transport in Edmonton is seeking a Customer Service Representative to support drivers during night shifts from 6:00 PM to 6:00 AM. The role focuses on planning routes, coordinating loads, and maintaining clear communication with drivers and customers.

The ideal candidate offers strong customer service skills, attention to detail, and the ability to prioritize tasks under pressure. Previous dispatch or transportation experience is beneficial.

Qualifications

• Experience in dispatch or driver coordination is preferred.
• Strong customer service orientation and problem solving.
• Excellent communication and interpersonal skills.
• Ability to plan ahead and foresee potential issues.
• Capable of working under pressure and meeting deadlines.

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
• 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
• Providing ETA and updating customers when plans change
• Taking customer orders by phone, email, and fax and entering orders to TMW system and providing confirmation of order to the customer
• Communicating with drivers on deviations
• Communicating schedule requests to Assistant Terminal Manager
• Checking routing of completed trip against instructions
• Ensuring payload is up to maximum GVW and loaded per instructions
• Monitoring total mail and keeping system up to date
• Administering other duties as assigned such as site maps and fuel cards

Skills

Dispatch planning

Customer service

Communication

Multitasking

Teamwork

Job description

The Kenan Advantage Group Inc., (KAG), is North America's largest tank truck transporter and logistics provider, delivering energy commodities, specialty products, merchant gases, and food products across the United States, Canada, and Mexico. Our Canadian Operating companies are Westcan Bulk Transport, RTL Construction, Les Distributions Carl Beaulac, and Fisher Transport - KAG Canada!

Westcan is currently seeking a Customer Service Representative to join our team, with a focus on planning for and supporting drivers daily tasks..

About the position: NIGHT SHIFT 6:00 PM to 6:00 AM

Wednesday to Saturday (4) The following week Thursday to Saturday (3)

• 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

What you bring:

• 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

Total Compensation:

• Competitive wages, company matched RRSP/DPSP savings program, bonus opportunity, scholarships program for employee's children and referral reward payments up to $2,000 available per successful hire (certain conditions apply)

External applicants in consideration will adhere to a company-paid criminal record search.

We are committed to building and supporting a diverse and inclusive culture where ALL employees and partners feel valued and appreciated for their uniqueness and contributions. We welcome applications from all interested individuals; however, only those candidates selected for an interview will be contacted.