Customer Experience Specialist

at  Dufferin Aggregates A CRH Company

WHO WE ARE

Recognized as one of Greater Toronto’s Top 100 Employers, Dufferin Aggregates is a leading supplier of aggregates for the construction industry in Ontario. We operate more than 20 sites, including quarries, sand pits and distribution yards to supply crushed stone, sand and gravel, recycled crushed concrete as well as recycled crushed asphalt, for the commercial, industrial, residential and civil engineering sector.
CRH is a leading provider of building materials solutions that build, connect and improve our world. Employing 78,500 people at 3,390 operating locations in 29 countries, CRH has market leadership positions in both North America and Europe.

REQUIREMENTS:

• Secondary School Education or equivalent business-related experience
• Strong knowledge of aggregate products, market segments, market geography, and product applications
• Proficient in Microsoft Office, Google Earth and web-based services
• Prior DFA Dispatch experience is preferred.
• Customer focused – Foster a customer focused environment, delivering exceptional customer service and anticipating future customer needs
• Fosters teamwork and cooperation – Foster a sense of collaboration and work effectively across organization to achieve goals.
• Adapts and learns – work effectively in the face of ambiguity, shifting priorities and rapid change while actively developing one’s skills and capabilities
• Maintain a professional demeanor with internal and external clients.
• Analysis and Problem-Solving – Effectively examine events, issues and problems and generate optimal solutions in a timely manner.
• Execution of best practices to provide a consistent and standardized customer experience.
• Must be able to work in a high stressed, fast paced environment.
• Ability to multi-task and detail oriented
• Safety oriented
• Excellent organization skills
• Strong interpersonal skills
  Visit our website for more information: http://www.crhcanada.com
  CRH Canada Group Inc. recognizes Canada’s diverse landscape. Accommodation is available upon request for applicants with disabilities throughout the recruitment and selection process

JOB RESPONSIBILITIES:

• Handle customer orders and inquiries via Phone, email, and text message.
• Accurately enter new orders and changes into operating system
• Closely monitor on time delivery & Customer communication
• Respond to customer inquiries and provide customers with updated information regarding their deliveries in an efficient and professional manner.
• Handle customer concerns/inquiries, troubleshooting service and quality related issues; providing real-time solutions to satisfy the customer’s needs.
• Work closely with Scale Operators & Sales to ensure customer commitments can be achieved.
• Schedule same/next day orders and trucking to optimize truck utilization.
• Ensure customers are satisfied with our products and services
• Support and promote various digital solutions (Customer Portal, E-ticketing, TREAD, Website)
• Learn and follow customer service procedures and policies
• Strive to meet or exceed personal and team targets
• Execute freight procurement & onboarding new vendors.
• Administrative duties as required and participate in new initiatives and projects.
• Assist the Customer Experience Supervisor with the identification and implementation of cost savings and value creation opportunities.