JOIN OUR TEAM
Metro Supply Chain is a strategic supply chain solutions partner to some of the world's fastest growing and most reputable organizations. For 50 years, it has excelled at tailoring integrated, data driven solutions, fueled by advanced systems and technology, that fulfill complex and challenging distribution needs. Managing 22.5 million square feet operating out of more than 190 sites across North America and Europe with a team of 9,000, it is one of Canada's largest privately owned supply chain solutions companies. Metro Supply Chain is a 2024 winner of the Canada's Best Managed Companies program, recognized for its strategic expertise, culture of innovation and commitment to its people and local communities.
Role: The Client Relations Agent will respond to customer service calls and email requests on behalf of our customers, while ensuring Service Levels are maintained within agreed parameters. Provide support through processing orders accurately, maintaining visibility of shipments and following up on delivery completion and/or delivery challenges in a timely manner. With tenure they will be leveraged to support other lines of business.
Key Responsibilities include:
- Handle clients request via phone and email
- Manage inbound and outbound calls, following established scripts or procedures
- Process client work orders timely, in order to meet Service Level Agreements (SLA)
- Accurately update systems with customer information, status updates, call notes, and resolutions.
- Coordinate with internal departments—such as warehouse and shipping to ensure client products are delivered on time and client expectations are met.
- Contribute to the knowledge base on common issues, workarounds and SOP (Standard Operating Procedures) changes
- Provide enhanced support to Supervisors, Ops Manager and Client Relation’s Managers
- Work towards achieving key Customer Service KPIs including ACR (Abandoned Call Rate), SL (Service Level) and MTTR (Mean Time to Resolution)
- Contribute to overall initiatives geared towards operational efficiency, including process and system changes wherever necessary
- Identify areas of opportunities and communicate trends to management in effort to kick-start initiatives
- Maintain thorough understanding of product and service offerings of our clients, including terms and conditions where relevant
- Alert management on identified gaps and initial assessment on impacts
- Other duties and assignments as assigned by the Ops Supervisor and/or Ops Manager
- Flexible working hours and scheduling are a requirement; the candidate selected will be expected to adjust their schedule to cover vacations, sick calls, peak volumes, etc.
Qualifications include:
Education
- Post Secondary Education an asset
- Bilingual (French/English) is a requirement
Years of experience
- Minimum 2 years of experience in a call center or customer facing role
- Previous transportation and/or supply chain management experience asset
Soft/Technical
- Highly motivated, creative, and self-sufficient with the ability to work successfully under pressure, with little supervision
- Strong oral and written communication and solid negotiation skills
- Effective time management, multi-tasking capabilities with strong attention to detail
- Great service orientation – sensitive to others’ needs and being understanding, pleasant and helpful on the job
- Applies critical thinking and analytical skills when problem solving.
- Being reliable, responsible and dependable, and fulfilling obligations
- Ability to work independently as well as in a team environment
- Working with SAP and ticketing systems
- Proficient in Microsoft Office (Word, Excel, Powerpoint)
Schedule: Schedule will vary depending on Operations
- 7:00am - 3:30pm
- 2:30pm - 11:00pm
The position holder will be required to communicate regularly with clients, management and colleagues located outside Quebec as part of work and case follow-ups. An intermediate level of spoken and written English is required
Why Join Us
- Work in an environment where safety is our first priority
- The opportunity to build a career with a growing company
- Medical, dental, and vision coverage for you and your family
- Life and disability insurance
- Wellness programs to support your family’s well-being
- A Retirement Savings Program with a company match
- Company team wear allowance
- Employee Appreciation Day
- Company sponsored social events
- Community volunteering
We are an equal opportunity employer committed to building and fostering a diverse workplace where people feel included and valued. We encourage applications from all qualified individuals.
Should you require accommodation for a special ability or need during the recruitment process, please reach out to a member of our Human Resources Team.
