Customer Service Administrator jobs

Job Overview

The Dispatch/Customer Service Coordinator is responsible for coordinating daily transportation activities while providing customer service, load tender processing, and data entry support. The position coordinates drivers and shipments, monitors pickup and delivery activity, manages schedule changes and operational requirements, communicates with customers regarding transportation services and shipment status, and ensures accurate and timely entry and maintenance of load information.

The role serves as a key point of contact between customers, drivers, dispatch, and internal departments. The Coordinator is responsible for ensuring that transportation information is accurately captured, communicated, updated, and maintained throughout the shipment lifecycle. The position requires strong organizational, communication, customer service, problem-solving, and data-entry skills, as well as the ability to manage multiple priorities in a fast-paced transportation environment.

Responsibilities

• Coordinate daily shipments, drivers, pickups, deliveries, schedules, and appointment requirements.
• Receive and accurately enter customer load tenders and shipment information into the applicable transportation management systems.
• Track and trace shipments and maintain accurate shipment status and updates in Fleet Manager.
• Communicate with customers and drivers regarding shipment status, ETAs, delays, schedule changes, and operational requirements.
• Respond to customer inquiries, requests, and complaints professionally and ensure appropriate follow-up and resolution.
• Maintain accurate shipment records, notes, documentation, and electronic information.
• Assist with bills of lading, proof of delivery, delivery confirmations, and other transportation documentation.
• Ensure customer requirements and operational information are accurately communicated to the appropriate personnel.
• Apply company policies, procedures, service standards, and applicable transportation and regulatory requirements.
• Monitor service issues, delays, missed appointments, and other exceptions and escalate significant concerns when required.
• Work closely with Operations and drivers to resolve shipment and service issues.
• Maintain effective working relationships with internal and external customers and service providers.
• Identify opportunities to improve customer service, operational processes, and communication.
• Provide feedback regarding recurring customer or operational issues and support continuous improvement initiatives.
• Maintain confidentiality of customer, company, driver, and operational information.

Requirements

• 2–3 years of experience in transportation, logistics, dispatch, or a related environment is required.
• Strong customer service and communication skills, with professional telephone and email etiquette.
• Strong data-entry and computer skills with excellent attention to detail and accuracy.
• Working knowledge of transportation management systems; experience with Fleet Manager is an asset.
• Knowledge of Customs ACE/ACI processes is an asset.
• Strong organizational, time-management, problem-solving, and decision-making skills.
• Ability to manage multiple priorities and changing requirements in a fast-paced environment.
• Ability to work independently and effectively as part of a team.
• Fluent in English, both written and verbal.
• Ability to communicate effectively with customers and drivers from diverse backgrounds.
• Multilingual abilities are an asset.

Working Conditions

• Full-time, in-person office position.
• Monday to Friday, with weekends as required based on operational needs.
• Frequent use of computers, telephone, email, and transportation management systems.
• Fast-paced environment requiring flexibility and the ability to respond to changing operational and customer requirements.

Hours: Mon - Fri, 9:00am - 6:00pm

Pay: $50,000.00-$60,000.00 per year

Benefits:

• Casual dress
• Dental care
• Extended health care
• On-site parking
• Vision care

Application question(s):

• Do you have experience coordinating truck drivers, pickups, deliveries, schedules, and shipment changes?
• Do you have experience providing customer service in a transportation or logistics environment, including handling shipment inquiries, delays, and customer concerns?

Experience:

• transportation, logistics, dispatch, or related: 2 years (required)

Work Location: In person