Overview

The Customer Account Coordinator facilitates the day-to-day business needs of customer(s), proactively providing track and trace services, and following standard operating procedures to problem solve. This position reports to the Strategic Account Manager, or Operations Manager.

Responsibilities

Entering orders into the system according to customer standard operating procedures. Verifying pertinent shipment information such as purchase order number, pick up number, delivery number, shipper information and hours of operation, receiver information and hours of operation, quantities, and special requirements. Trouble-shooting any issues arising during the verification process. Escalating issues to carrier or customer account managers in a timely manner when necessary. Escalation of issues via the proper customer channels, as directed by the customer account manager. Customer updates provided as requested. Track and maintain customer records, this could include, but not limited to; customer standard operating procedures, contacts, rates quoted to the customer and freight won versus lost, to contribute to pricing database. Problem resolution directly with client. Setting pick up or delivery appointments and entering appointments in the system. Trouble-shooting any issues arising pertaining to the appointment process. Determining carrier ETA for pick up and flagging any potentially late pick-ups to carrier and customer account managers. Determining carrier ETA for delivery and flagging any potentially late deliveries to carrier and customer account managers. Provide ad-hoc information to carriers as requested, or forward request to carrier account manager if necessary. Duties as assigned by management, this could include, but not limited to; responsibility to cross train with other operations representatives on each other’s areas of responsibility. Accounts receivable and collections.

Qualifications

High school diploma or GED required. College Diploma/Bachelor’s degree is preferred. Strong computer knowledge or willing to learn; MS Office applications, Google Suite, and Transportation Management Systems [TMS] Strong data entry, customer service and troubleshooting skills. Ability to work within a team as well as independently in a fast-paced environment. Ability to follow direction. Exceptional conflict resolution and negotiation skills. Excellent oral and written communication skills. Ability and availability to work irregular or extended hours including afternoons, nights, weekends and potentially holidays as needed.

The base hourly pay rate for this posting is between $16.50 - $22.00 CAD. The base hourly pay range is a guideline to provide our employees with market competitive pay, while allowing for flexibility to recognize and reward various levels of expertise, performance and tenure. The range listed is just one component of NFI's total compensation package for employees.

Canada Equal Opportunity/Disability Statement

NFI is an equal opportunity employer and is committed to a diverse and inclusive workforce. Accommodations are available upon request for candidates with disabilities taking part in all aspects of the selection process.

In compliance with Ontario and British Columbia’s pay transparency laws, and in an effort to promote transparency and equal pay for equal work, NFI provides salary/wage range and other information in job postings across all Canadian provinces and territories.

Profit Center

PC-64