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Representative, Delivery Services

ADP

C'est un Contract job à Montreal, QC publiée le janvier 7, 2022.

Représentant du Service de livraison /  Delivery services Representative, Bilingual position Permanent, Part Time

REPORTS TO: Associate Manager, Delivery Services, Employer Services

WORK HOURS: Tuesday, Wednesday & Thursday (possibility of 4 days when busines requires) — hours will vary between 08:30 and 20:00

POSITION SUMMARY

Nationally responsible for answering all clients inquiries regarding Delivery in a professional manner, ensuring the client’s expectations are fully met by providing accurate information and resolving issues within a specified time frame. Liaisons between Production and Internal/External clients receiving requests performing appropriate validation prior to approving and forwarding to Production centers. Complete understanding of production flow, courier timelines by province, and production timelines for each center.

ACCOUNTABILITIES:

  • Answer and assume responsibility for incoming calls for full resolution of client concern/issue.
  • Obtaining client credentials from inbound callers to ensure only authorized client contacts are provided with client related information.
  • Conduct traces and ensure that calls are answered within the established time frame
  • Gathering appropriate information related to defects, log entries into appropriate databases
  • Log and report client issues for proactive follow up purposes and statistic gathering on courier performance.
  • Responsible for handling irate clients gaining their confidence and rebuilding their trust with supplier and ADP
  • Proactively identify clients which may be potential for chronic delivery delays, advise delivery vendor ensure delivery service is improved going forward
  • Update client related databases pertaining to address changes, defects, calls, etc.
  • Make recommendation for credit of delivery charges
  • Proactive calls to clients for delivery Services performance follow up and to inform clients of delivery delays.
  • Communicate and coordinate follow-up with other teams and internal department as necessary.
  • Proficiency in handling associate inquiries regarding payroll deliveries.
  • Redirect any misrouted payroll delivery at the same time insuring department courier costs are minimized.
  • Make necessary arrangements for same day deliveries.
  • Keep all databases up to date by making necessary changes on the ADP and courier systems.
  • Perform early morning activities related to client and courier pick up
  • Support other team members by communicating any irregularities throughout the day.
  • Log and report missing payroll deliveries for statistic purposes.
  • Commitment to work in a team environment demonstrating a positive approach, cooperation and providing effective feedback and communication to backup each other in the interest of outstanding client satisfaction

CRITICAL POSITION CRITERIA:

  • College certificate or equivalent business experience.
  • Must have customer service experience with skills in conflict resolution.
  • Proven ability to effectively communicate to internal and external clients through all available mediums (verbal, listening, writing) in English and French.
  • Ability to establish and maintain effective & constructive relationships with internal/external clients, earning trust & respect through demonstrating a consistent commitment to exceed expectations.
  • Ability to take initiative and follow through on all areas of work in an urgent and expedient manner.
  • Good understanding of PC functionality is a must.
  • Working knowledge of ADP mainframe program systems is an asset.
  • Working knowledge of Access and Excel is an asset.
  • Demonstrated prioritization and organization skills.
  • Proven ability to work in an environment committed to teamwork.
  • Ability to learn new technologies and a willingness to take on additional responsibilities as the position evolves.
  • Bilingual (English and French).

Explore our COVID-19 page https://jobs.adp.com/covid19/ to understand how ADP is approaching safety, travel, the hiring interview process, and more.

Diversity, Equity, Inclusion & Equal Employment Opportunity at ADP: ADP affirms that inequality is detrimental to our associates, our clients, and the communities we serve. Our goal is to impact lasting change through our actions. Together, we unite for equality and equity. ADP is committed to equal employment opportunities regardless of any protected characteristic, including race, color, genetic information, creed, national origin, religion, sex, affectional or sexual orientation, gender identity or expression, lawful alien status, ancestry, age, marital status, or protected veteran status and will not discriminate against anyone on the basis of a disability. We support an inclusive workplace where associates excel based on personal merit, qualifications, experience, ability, and job performance.

Ethics at ADP: ADP has a long, proud history of conducting business with the highest ethical standards and full compliance with all applicable laws. We also expect our people to uphold our values with the highest level of integrity and behave in a manner that fosters an honest and respectful workplace. Click https://jobs.adp.com/life-at-adp/ to learn more about ADP’s culture and our full set of values.