We Bring Food to Your Family’s Table
The Erb Group is one of North America’s largest privately-owned refrigerated transportation providers. The Erb Group specializes on the timely, protected distribution of temperature-controlled perishable goods across Canada and the U.S. The Erb Group is a family-owned business and has been in the industry for over 65 years. Its head office is based in New Hamburg, Ontario, with additional Canadian terminals in Baden, Toronto, Thunder Bay, North Bay, Ottawa, Montreal, Trenton, and Winnipeg. In addition, we have been recognized as Best Fleets to Drive For several years, a Top Fleet Employer and continue to be a safety industry leader.
Shift: Monday- Friday, 8:00am-4:30pm
SUMMARY
The Customer Service Coordinator serves as the primary operational liaison between Erb Transport and key customers, ensuring effective communication and problem resolution.
PRIMARY RESPONSIBILITIES
- Develop a thorough understanding of Erb Transport's customer service policies and procedures.
- Monitor all loading, unloading, and appointment schedules, proactively addressing delays, late arrivals, missed appointments, and related issues.
- Ensure customers and shippers are informed on any held loads and status updates.
- Coordinate with the Billing Department on supplemental charges (e.g., detention fees, holding charges, reshipment, re-palletization) in accordance with company policies.
- Maintain regular communication with customers regarding special requests, rates, equipment availability, and delivery schedules.
- Act as a liaison between appointment coordinators, dispatch, OS&D (Over, Short & Damaged), and customers to resolve shipping concerns and paperwork discrepancies.
- Escalate and follow through on significant appointment challenges, keeping the Customer Service Supervisor informed.
- Respond promptly to customer inquiries and requests for information.
- Provide feedback to the Customer Service Supervisor regarding non-compliance with customer service policies by drivers or customers.
- Collaborate with other departments to ensure seamless customer service operations.
- Assist with special projects as assigned by the Customer Service Supervisor.
- Perform other duties as required.
REQUIREMENTS/QUALIFICATIONS
- Strong customer service skills, including effective communication, problem-solving, and issue resolution.
- Knowledge of customer service and OS&D policies and procedures.
- Proficiency in computer systems, including Erb-specific software such as AS400.
- Team-oriented with a positive attitude.
- Excellent time management skills with the ability to prioritize tasks efficiently.
- Must be fully bilingual in French and english
WORKING CONDITIONS
- Position based on 40 hour work week.
- Overtime may be required.
Your Cool Work Perks
Benefits available from day 1
We’re motivated by doing business with good people and hiring them too.
- Company paid health insurance plans (health, prescription, dental and vision)
- Company paid group life insurance
- Long-term disability insurance
- Employee & Family Assistance Program (EFAP)
- Enjoy $1600 in massage therapy benefits
- TFSA and RRSP savings plans with company match contributions (available after 3 months)
- Profit-sharing opportunity
- Referral bonus program
- Safety shoe voucher
- Uniform and annual tool allowance for apprentice and mechanic technicians
- Corporate discounts with Josslin Insurance and Goodlife Fitness
- Educational assistance up to 50%, with specific training required by The Erb Group paid in full
- Career advancement opportunities
- Community and philanthropy opportunities
- Employee engagement events (Good Cheer Club, summer BBQs, prizes, food trucks, employee recognition programs)
How To Make Your Next Cool Move – Apply online today!
Having trouble completing the application? Contact us 1-800-461-5299 or Recruiting@erbgroup.com
Don’t meet every single requirement? Studies have shown that women and people of colour are less likely to apply to jobs unless they meet almost every qualification. At The Erb Group, we’re committed to continually improving our approach to building a diverse, inclusive, and value driven workplace. If you’re excited about this role but your past experiences don’t align perfectly with our job description, we encourage you to apply regardless. You could just be the right candidate for this role or others!
The Erb Group is an equal opportunity employer and is committed to providing an inclusive and barrier-free work environment, including all stages of the hiring process. If you require accommodation, please contact recruiting@erbgroup.com or call 1-800-461-5299. All information received in relation to accommodation will be kept confidential.
We thank all those who apply. Only those selected for further consideration will be contacted.
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