Client Support Specialist/Specialiste du soutien aux client 1

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Date: 16-Feb-2019

Location: Dieppe, NB, CA

Company: Purolator

Opportunities delivered
Looking for an opportunity to learn and grow within Purolator? Here is another exciting opportunity for you to help us deliver on our customers’ promises 

 

Job Description

Individuals within this role act as the first point of contact for our valued customers and play an integral part in customer retention. Customer retention is more than giving the customer what they expect. These individuals need to consistently exceed their customer's expectations to build loyalty and trust. These individuals should be our key differentiator within the courier industry, by providing consistently high standard of customer service. These individuals help maximize selling time by acting as the gatekeepers for our sales executives. They will have strong networks within the company, delegate to others, and hold them accountable for quick and effective resolutions.

 

  • Manage client service concerns
  • Visit customer as required with the AE.
  • Create customer profiles for each customer.
  • Work on requests that have been escalated internally to ensure customer experience is memorable, not just satisfactory.
  • Assist customer with website, products and services, self-help tools and provide training material and/or appropriate contact.
  • Support customer requests for all lines of business.
  • Acknowledge all requests (internal and external) within 2 hours.
  • Ensure no customer is left hanging send a summary update before days end.
  • Document customer experience using SFDC cases.
  • Delegate unresolved customer grievances to designated departments for further investigation.
  • Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken within the CRM (SFDC).
  • Promote the use of live chat with customers for requests that meet the criteria.
  • Provide your AE relevant data on their customer's experience for the business review.
  • Take initiative to build customer solutions by keeping track of trends and consistently improving the customer's experience.
  • Work closely with the Customer Implementation Specialist during transition of a new customer to dedicated sales team.
  • Pre-alert depots for special/important shipments.
  • Report damages/shortages to customers.
  • Answer high level questions on Purolator ecommerce.
  • Advise dispatch of cancellations.
  • Advise operations of missed pickups.
  • Send customers daily service advisory.
  • Attend monthly call and actively participate by sharing best practices and success stories.

 

Qualifications

  • Bilingualism in both national languages is mandatory
  • Exemplifies and consistently demonstrates our core competencies of communication, innovation, change management, relationship building and leadership
  • 1-3 years of corporate business experience in a customer focused role.
  • Customer focus - demonstrates a concern for the needs and expectations of customers and makes them a high priority. Reminds internal clients about the importance of the customer to the organization's success.
  • Continuous improvement - Identify root cause of reoccurring issues and develop a permanent strategy that will benefit the customer and Purolator.
  • Effectively manages customer expectations by establishing realistic timeframes.
  • Strong time management skills.
  • Ability to work on multiple tasks simultaneously.
  • Ability to work effectively and mobilize a range of support networks for quick response.
  • 1-2 years' experience with Microsoft Office, specifically Outlook and Word; with intermediate experience with Excel and PowerPoint.
  • Excellent verbal and written communication skills.
  • Excellent problem solving skills.
  • Self-motivated and resourceful.
  • Demonstrated ability and willingness to learn new technology quickly.
  • Extremely organized and detail orientated.
  • Ability to identify and appropriately escalate issues and risks.
  • Knowledge of SAP, SFDC, Qlikview, CLI, CCD, an asset.

 

 

 

 

POSTING DETAILS
Location:                    540 - Moncton Cust Care  
Working Conditions: Call Centre; Office Environment 

Reports to:     Manager, Sales Customer Support and Integration
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Purolator is an equal opportunity employer committed to diversity and inclusion. We consider all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, Aboriginal/Indigenous status or any other factors considered discriminatory. If you require an accommodation during the recruitment process, we will work with you to meet your needs.

We recognize that our employees and their families are key stakeholders. We will only be successful as a business if we provide our employees with a safe and healthy workplace and we have the right people in the right roles with the support they need to succeed. We hire for attitude and train for skills.  To learn more about us and our values, go to www.purolator.com.

At Purolator, every day is an opportunity for our employees to connect with one another and with our customers to help make a positive impact in the communities where we live, work and play.


Job Segment: ERP, SAP, CRM, Call Center, Customer Service, Technology

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