6175 Edwards Boulevard, Mississauga

Location: 6175 Edwards Blvd, Mississauga, ON

Shifts: Monday to Friday 6 am to 4:30pm

Monday to Thursday 4:30pm to 3am or 6pm to 4:30 am

Friday to Sunday 6am to 6pm

Friday to Sunday 6pm to 6 am

Department: Operations

Reporting to: Operations Manager

Role: Provide customer service support processing orders accurately, maintaining visibility of shipments and following up on delivery completion and/or delivery challenges in a timely manner.

Key Responsibilities include:

  • Interact with the client in a courteous and professional manner via telephone and email to resolve customer issues
  • Ensure Standard Operating procedures are being followed by Operations; Identify training needs with team
  • Closely monitor all shipments and advise client as soon as possible of any service failures or delays
  • Communicate with client and Operations team to solve problems quickly and efficiently
  • Provide suggestions to SCI Management on how improvements can be made to ensure the best service available and work with team to implement process change
  • Determine root cause for service failures and if necessary suggest what corrective action is needed in order to ensure that an excellent standard of service is maintained and customer’s expectations are exceeded.
  • Daily follow up on all outstanding requests, shipments and customer issues
  • Provide accurate and complete information on freight bills to ensure smooth pick-ups and deliveries for customers
  • Provide additional support to the Operations team to meet client’s defined SLA target

Qualifications include:

  • Customer service experience in a fast paced, logistics environment
  • Strong organizational, analytical, problem solving and attention to detail
  • Excellent interpersonal and communication skills including written communication skills
  • Ability to work effectively under pressure, to be proactive and communicate with the client
  • Team player, collaborative
  • Proficiency using Microsoft office applications
  • Recent and relevant SAP warehouse management support experience

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