About the role
You belong at Day & Ross.
Customer Experience Specialist
Full-time
Grand Falls, NB / Lachine, QC.
The Customer Experience Specialist works closely with various internal and external contacts to effectively and efficiently respond to customer inquiries and requests, provides exceptional customer service through each customer interaction and all contact channels: phone, email, fax, and web.
How You’ll Help:
- Completing daily customer excel reports.
- Responding professionally to customer related requests via email, chat and phone.
- Open and maintain cases within Sales Force based on all customer inquiries/interactions via phone or e-mail.
- Completing customer pickups.
- Build healthy working relationships with customers to deliver positive customer experiences.
- Communicate in an effective and efficient manner with terminals to assure on time service.
- Conduct conference calls with sales, Supervisor and Customers to discuss any ongoing or current issues.
- Perform effectively in a teamwork environment and collaborate with other members of the TLC department to assure continued support to valued customers.
- Acquire working knowledge of other team members roles, responsibilities, and customers to help cover workload during absences.
- Oversee the traffic flow of assigned high profile customers.
- Proactively manage returns, redirects, and routing approval.
- Enter, Edit and Update Customer Shipping Information in the web portal.
- Provide support with the general Customer Care queue when required.
- Will be required to learn all area’s of the business including commerce and LTL/TL.
Your Skills & Experience:
- Minimum of secondary education, with a preference of post-secondary education in a specialized area.
- Call center/customer service training a strong asset.
- Previous experience in a call center or customer service role is a strong asset, preferably in the transportation or logistics industry.
- Positive and professional customer service skills, including an appropriate sense of urgency and genuine interest in resolving customer concerns and/or requests.
- Advanced communication skills, both verbal and written. Bilingual skills in French (verbal and written) a strong asset.
- Excellent computer skills, including MS Office; previous experience with Truck Mate and Sales Force a strong asset.
- Excellent keyboarding skills, both speed and accuracy.
- Strong problem solving skills.
- Ability to deliver unfavorable information in a positive and professional manner.
- French is a strong asset.
- Individual contributor.
- Subject to a criminal background check prior to employment.
To apply, visit our Careers page at dayross.com.
If you’re chosen for the role, you’ll be asked to provide reference and criminal background checks before employment. You’ll only be contacted if you’re selected for an interview.
About Day & Ross
From a single truckload of potatoes in the 1950s to a fleet of thousands, Day & Ross has grown to become one of the largest transportation and logistics providers in North America. With over 7,500 team members on and off the road in the US and Canada, we offer a diversified portfolio of freight and delivery solutions, including LTL, Truckload, Residential, Dedicated Fleet Solutions, and Logistics.
We believe our people are our greatest strength. For over a decade, we’ve been recognized as one of Canada’s Best Managed Companies. We’ve also been named a Top Company for Women to Work for in Transportation since 2018. Our recognition reflects the family values we share with our parent company, McCain Foods Limited.
As a federally regulated employer, Day & Ross fully supports the principles of employment equity and encourages all qualified members of the designated groups to apply. Day & Ross is committed to ensuring equal access and participation for people with disabilities and meeting their needs in a timely manner. We will do so by removing and preventing barriers to accessibility and by meeting our accessibility requirements under Accessible Canada Regulations and in alignment with our business practices, capabilities, and values.
#LI-GP1
#LI-Hybrid
About Day & Ross
From a single truckload of potatoes in the 1950s to a fleet of thousands, Day & Ross has grown to become one of the largest transportation and logistics providers in North America. With more than 8,000 team members on and off the road, we offer a diversified portfolio of freight and delivery solutions, including LTL/Truckload, Dedicated Fleet Solutions, Residential, and Logistics. Whether you’re shipping a couch to an online customer, making regular deliveries to your retail stores, or moving goods across the world, we’ve got you covered.
Visit our website for the best way to contact us based on your needs: https://dayross.com/contact-us
We welcome feedback and comments, but discriminatory language won’t be tolerated.
About the role
You belong at Day & Ross.
Customer Experience Specialist
Full-time
Grand Falls, NB / Lachine, QC.
The Customer Experience Specialist works closely with various internal and external contacts to effectively and efficiently respond to customer inquiries and requests, provides exceptional customer service through each customer interaction and all contact channels: phone, email, fax, and web.
How You’ll Help:
- Completing daily customer excel reports.
- Responding professionally to customer related requests via email, chat and phone.
- Open and maintain cases within Sales Force based on all customer inquiries/interactions via phone or e-mail.
- Completing customer pickups.
- Build healthy working relationships with customers to deliver positive customer experiences.
- Communicate in an effective and efficient manner with terminals to assure on time service.
- Conduct conference calls with sales, Supervisor and Customers to discuss any ongoing or current issues.
- Perform effectively in a teamwork environment and collaborate with other members of the TLC department to assure continued support to valued customers.
- Acquire working knowledge of other team members roles, responsibilities, and customers to help cover workload during absences.
- Oversee the traffic flow of assigned high profile customers.
- Proactively manage returns, redirects, and routing approval.
- Enter, Edit and Update Customer Shipping Information in the web portal.
- Provide support with the general Customer Care queue when required.
- Will be required to learn all area’s of the business including commerce and LTL/TL.
Your Skills & Experience:
- Minimum of secondary education, with a preference of post-secondary education in a specialized area.
- Call center/customer service training a strong asset.
- Previous experience in a call center or customer service role is a strong asset, preferably in the transportation or logistics industry.
- Positive and professional customer service skills, including an appropriate sense of urgency and genuine interest in resolving customer concerns and/or requests.
- Advanced communication skills, both verbal and written. Bilingual skills in French (verbal and written) a strong asset.
- Excellent computer skills, including MS Office; previous experience with Truck Mate and Sales Force a strong asset.
- Excellent keyboarding skills, both speed and accuracy.
- Strong problem solving skills.
- Ability to deliver unfavorable information in a positive and professional manner.
- French is a strong asset.
- Individual contributor.
- Subject to a criminal background check prior to employment.
To apply, visit our Careers page at dayross.com.
If you’re chosen for the role, you’ll be asked to provide reference and criminal background checks before employment. You’ll only be contacted if you’re selected for an interview.
About Day & Ross
From a single truckload of potatoes in the 1950s to a fleet of thousands, Day & Ross has grown to become one of the largest transportation and logistics providers in North America. With over 7,500 team members on and off the road in the US and Canada, we offer a diversified portfolio of freight and delivery solutions, including LTL, Truckload, Residential, Dedicated Fleet Solutions, and Logistics.
We believe our people are our greatest strength. For over a decade, we’ve been recognized as one of Canada’s Best Managed Companies. We’ve also been named a Top Company for Women to Work for in Transportation since 2018. Our recognition reflects the family values we share with our parent company, McCain Foods Limited.
As a federally regulated employer, Day & Ross fully supports the principles of employment equity and encourages all qualified members of the designated groups to apply. Day & Ross is committed to ensuring equal access and participation for people with disabilities and meeting their needs in a timely manner. We will do so by removing and preventing barriers to accessibility and by meeting our accessibility requirements under Accessible Canada Regulations and in alignment with our business practices, capabilities, and values.
#LI-GP1
#LI-Hybrid
About Day & Ross
From a single truckload of potatoes in the 1950s to a fleet of thousands, Day & Ross has grown to become one of the largest transportation and logistics providers in North America. With more than 8,000 team members on and off the road, we offer a diversified portfolio of freight and delivery solutions, including LTL/Truckload, Dedicated Fleet Solutions, Residential, and Logistics. Whether you’re shipping a couch to an online customer, making regular deliveries to your retail stores, or moving goods across the world, we’ve got you covered.
Visit our website for the best way to contact us based on your needs: https://dayross.com/contact-us
We welcome feedback and comments, but discriminatory language won’t be tolerated.