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

- Robust 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.

📌 LTL Central Canada - Customer Service Coordinator (Vaudreuil-Dorion)
🏢 The Erb Group
📍 Vaudreuil-Dorion