The Customer Service Representative (CSR) is responsible for facilitating accurately converting customer’s expectations into Bison’s programs and tools. The CSR leverages their understanding of Bison’s different modes and regional operating systems to ensure their customers’ orders are set up accurately for execution. The CSR builds relationships and communicates effectively with contacts within the customer’s supply chain to collaborate and share information on the status of their customer’s orders. The CSR helps support account profitability by executing accessorial agreements and facilitating productive use of Bison equipment. Specific Responsibilities include: Customer Operations: Ensure orders are set up in Bison’s system accurately and in priority so that they can be executed by the different product, modal and regional teams. Update order changes/updates accurately and timely according to Bison’s standard operating procedures. Create and update complete shipper and consignee profiles, documenting any on-site requirements into operational and driver/carrier notes. Upload of all supporting documentation related to order set up/update as required. Customer Experience: Communicate order updates to customers as requested (verbal or electronic). Prepare any tracing reports while proactively identifying any potential areas of concern and escalating for action and adjusting communication accordingly. Manages conflict and navigates difficult conversations with customers with tact and diplomacy. Convey customer-specific needs across the organization to ensure proper execution of customer’s orders. Collaborates and actively communicates with the capacity/product/supply teams to identify solutions for current issues. Accountable to customer feedback on Bison’s performance compared to customer expectation. Account Profitability and Network Efficiency: Executes rate agreements to facilitate timely invoicing and collection practices. Executes accessorial agreements to facilitate timely invoicing and collection practices. Utilizes available automation technology to maximize efficiencies and leverages experience to identify further automation opportunities. Updates trailer statuses in order and in Trailer Tools in a timely manner to facilitate efficient and productive use of Bison and partner carrier equipment. Update order status in a timely manner to facilitate efficient and productive use of Bison and partner carrier equipment. Our Ideal Candidate will possess: 2-3 years of related customer service experience. Prior Transportation, and/or Logistics experience is an asset. Sound analytical and critical thinking skills. The ability to thrive in a fast-paced, deadline-oriented environment. Strong ability to adapt to varying situations. Strong organizational skills with the ability to multitask, manage multiple accounts, competing priorities and meet timelines. Excellent oral, written and interpersonal communication skills. Proven ability to provide exceptional customer service to internal and external customers. Ability to work independently with minimal supervision as well as part of a team. High attention to detail and accuracy integrity with data collection and order entry. This job is classified under NOC Code: 64409. Why Bison: • Thrive in a supportive team that provides coaching and training to help develop your skills and progress your career • Dispersed work environments that promote a healthy work-life balance • Meaningful and impactful work and projects with an essential service provider • Join our engaging Wellness Program & extracurricular sports teams About Bison: • Celebrating over 50 years in Business • Active in giving back through Corporate Social Responsibility and Charitable Giving • Committed to environmental sustainability Bison Transport is committed to Diversity and Inclusion in the Workplace. Background and suitability for a career in Transportation is wide ranging. Some of our brightest people have joined us with no previous “trucking” experience. We always say we work in the “people business”. So, whether you have a background in the airline, automotive, retail or hospitality industries, to name a few, your experience is valuable and we are bound to find many transferrable skills. We are ready to welcome exceptional, high potential contributors who aspire to lead people and processes in the pursuit of service excellence in a highly dynamic and collaborative environment. We seek team players who are eager to learn our business from the ground up, are able to demonstrate a track record of strong performance and possess a sincere interest in growing their careers in the transportation arena. We seek top notch communicators who adopt a driver of change mindset of “how can we be better, do better and get better results”.
