Customer Service Specialist CSS

KAG Canada; Ottawa; On-site; CAD 42,000 - 58,000; Full time

Benefits offered by this job

Competitive wages

RRSP/DPSP savings program

Bonus opportunity

Scholarships program for employees' (t

Job summary

Westcan Bulk Transport, part of The Kenan Advantage Group Inc., (KAG), is seeking a Customer Service Representative to support drivers daily and plan for efficient fleet operations. You will match orders, optimize routes, communicate schedules, provide ETA updates to customers, and enter orders into the TMW system, all while maintaining high service standards in a busy logistics environment.

This role offers a stable schedule (5 On - 4 Off - 3 On - 2 Off, 7:00 AM–5:30 PM) and opportunities for

Qualifications

• Prior dispatch experience is an asset.
• Strong communication and customer service skills are required.
• Ability to plan ahead and adjust the plan as needed.

Responsibilities

• Match drivers, trucks, and trailers to orders and optimize fleet resources.
• Ensure drivers have adequate hours of service and load compliance.
• Plan routes and provide load instructions; update orders in the system.
• Take customer orders by phone, email, and fax and confirm to customers.
• Provide ETA and update customers when plans change.
• Communicate with drivers and management about deviations and schedule changes.
• Monitor and update routing and payloads to meet GVW and loading requirements.

Skills

Forward-thinker

Customer service

Ownership of work

Organization

Interpersonal skills

Communication

Multitasking

Transportation experience

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.

The Shift Schedule is 5 On - 4 Off - 3 On - 2 Off

7:00 AM-5:30 PM

About the position:

• 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)

We have a strong culture of teamwork, with a balance of seriousness and fun.

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 contact.