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Customer Service Specialist

SCI White Glove
Edmonton, Alberta, Canada
November 12, 2016

SCI White Glove Services is for the transportation of high-value products which require product inspection and on-site installation, SCI offers white-glove services throughout Canada. Our clients in the Financial, Technology, Retail and Healthcare sectors turn to SCI White Glove for Safe and secure transportation of products.

Given its continued growth, SCI is looking to add a Dedicated Account Specialist to its existing Edmonton location.

Role: To support our large key accounts, SCI White Glove has an opportunity for a Dedicated Account Specialist. Using various computer programs, to provide industry leading customer service and support through processing orders accurately, maintaining visibility of shipments and following up on delivery completion and/or delivery challenges in a timely manner.

Key Activities include:

Make customers priority #1 by serving them in a courteous and professional manner. Interact with customers through order entry/processing via telephone, fax, e-mail or web.

Process orders accurately and in a timely fashion, advise customers of rates (where necessary), pick-up and delivery details, shipping dates/transit times, location and status of shipments.

Trace Shipments with partner carriers.

Closely monitor all shipments and advise customers as soon as possible of any service failures or delays.

Communicate with customers, customer service manager, sales representatives, operations and logistics staff to solve problems quickly and efficiently.

Determine root cause for service failures and develop corrective action plans. Initiate and/or implement corrective action as 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, POD’s and customer issues.

Provide accurate and complete information on Freight Bills to ensure smooth pick-ups and deliveries for our customers.

Qualifications include:

Customer Service experience in the transportation industry

Strong organizational, analytical, problem solving and attention to detail

Ability to work effectively under pressure, to be proactive and communicate with large accounts

Team player, collaborative

Excellent communication skills (both verbal and written)

Strong computer skills, TruckMate an asset, Microsoft office

Overnight transportation vendor experience an asset