Description:
The Customer Service Associate II is responsible for planning and scheduling driver routes as well as providing customer service support to drivers and client representatives. This individual keeps records, monitors daily logs for discrepancies, performs investigative functions and emergency planning and solves daily delivery, inventory, equipment, employee and customer issues.
Essential Functions
- Provide customer service support to driver and client representatives in a transportation environment.
- Investigate and solve daily delivery, inventory, equipment, employees and customers issues to ensure safe and efficient completion of work
- Sequence and plan daily routing and all related activities.
- Schedule repairs and preventive maintenance service on equipment on a regular basis and as needed.
- Prepare manifests and delivery trip log for the warehouse and provide instructions of any changes to routes for loading the vans accordingly.
- Ensure that emergency orders are delivered within expected timeframes.
- Review Web TM to ensure stops are completed efficiently.
- Complete and process all required logs, database and driver paperwork and segregate discrepancies from completed trips as required;.
- Assist Logistics Supervisor or Logistics Manager in areas of quality control for driver administration, compiling location reports and dispatching such as weekly payroll, timecards, log book, billing information, accident and incident report and other reports, as needed.
- Determine daily workloads and allocate drivers accordingly, utilizing the appropriate systems.
- Identify opportunities to improve operations and make suggestions.
Additional Responsibilities
- Performs other duties as assigned.
Skills and Abilities
- Strong verbal and written communication skills
- Bilingual (For Quebec locations only)
- Ability to build strong customer relationships
- Strong planning and organizational skills
- Demonstrates problem solving skills
- Demonstrates analytical skills
- Possesses a high degree of initiative
- Detailed oriented with excellent follow-up practices
- Performs work independently with minimal supervision
- Ability to work independently and as a member of a team
Qualifications
- College degree/Technical Certification required in logistics, supply chain or transportation or equivalent experience
- One (1) year or more in a similar position required