LTL Central Canada - Customer Service Coordinator

The Erb Group; Vaudreuil-Dorion; On-site; CAD 50,000 - 70,000; Full time

Job summary

The Erb Group in Vaudreuil-Dorion, Canada, is seeking a Customer Service Coordinator to serve as the primary operational liaison between Erb Transport and key customers, ensuring effective communication and problem resolution.

You will monitor loading schedules, coordinate with billing on charges, keep customers informed of load status, and collaborate with dispatch, OS&D, and other departments to maintain seamless service.

Qualifications

• Strong customer service skills, including effective communication, problem-solving, and issue resolution.
• Knowledge of customer service and OS&D policies and procedures.
• Proficiency in computer systems, including Erb-specific software such as AS400.
• Team-oriented with a positive attitude.
• Excellent time management skills with the ability to prioritize tasks efficiently.
• Must be fully bilingual in French and English.

Responsibilities

• Develop a thorough understanding of Erb Transport's customer service policies and procedures.
• Monitor all loading, unloading, and appointment schedules, proactively addressing delays, late arrivals, missed appointments, and related issues.
• Ensure customers and shippers are informed on any held loads and status updates.
• Coordinate with the Billing Department on supplemental charges in accordance with company policies.
• Maintain regular communication with customers regarding special requests, rates, equipment availability, and delivery schedules.
• Act as a liaison between appointment coordinators, dispatch, OS&D, and customers to resolve shipping concerns and paperwork discrepancies.
• Escalate and follow through on significant appointment challenges, keeping the Customer Service Supervisor informed.
• Respond promptly to customer inquiries and requests for information.
• Provide feedback to the Customer Service Supervisor regarding non-compliance with customer service policies by drivers or customers.
• Collaborate with other departments to ensure seamless customer service operations.
• Assist with special projects as assigned by the Customer Service Supervisor.
• Perform other duties as required.

Skills

Customer service

Communication

Problem solving

Teamwork

Time management

Bilingual

Tools

AS400

Job description

SUMMARY

The Customer Service Coordinator serves as the primary operational liaison between Erb Transport and key customers, ensuring effective communication and problem resolution.

PRIMARY RESPONSIBILITIES

• Develop a thorough understanding of Erb Transport's customer service policies and procedures.
• Monitor all loading, unloading, and appointment schedules, proactively addressing delays, late arrivals, missed appointments, and related issues.
• Ensure customers and shippers are informed on any held loads and status updates.
• Coordinate with the Billing Department on supplemental charges (e.g., detention fees, holding charges, reshipment, re-palletization) in accordance with company policies.
• Maintain regular communication with customers regarding special requests, rates, equipment availability, and delivery schedules.
• Act as a liaison between appointment coordinators, dispatch, OS&D (Over, Short & Damaged), and customers to resolve shipping concerns and paperwork discrepancies.
• Escalate and follow through on significant appointment challenges, keeping the Customer Service Supervisor informed.
• Respond promptly to customer inquiries and requests for information.
• Provide feedback to the Customer Service Supervisor regarding non-compliance with customer service policies by drivers or customers.
• Collaborate with other departments to ensure seamless customer service operations.
• Assist with special projects as assigned by the Customer Service Supervisor.
• Perform other duties as required.

REQUIREMENTS/QUALIFICATIONS

• Strong customer service skills, including effective communication, problem-solving, and issue resolution.
• Knowledge of customer service and OS&D policies and procedures.
• Proficiency in computer systems, including Erb-specific software such as AS400.
• Team-oriented with a positive attitude.
• Excellent time management skills with the ability to prioritize tasks efficiently.
• Must be fully bilingual in French and english

WORKING CONDITIONS

• Position based on 40 hour work week.
• Overtime may be required.