Customer Care and Logistics Coordinator

Whatever you do, you'll make a difference at Lafarge Canada. Because we know that your passion and curiosity are the natural resources the world needs. Thanks to our teams' energy, commitment and ideas, we are reinventing how the world builds to make Canada greener and smarter for all.

WHO IS LAFARGE?
As a global leader in innovative and sustainable building solutions, Lafarge is enabling greener cities, smarter infrastructure and improving living standards around the world. With sustainability at the core of our strategy, we are becoming a net-zero company, with our people and communities at the heart of our success. We are driving circular construction as a world leader in recycling to build more with less. It’s all thanks to our 70,000 talented people around the world who are passionate about building progress for people and the planet through four business segments: Cement, Ready-Mix Concrete, Aggregates and Solutions & Products.

WHO ARE LAFARGE PEOPLE?
Lafarge people are passionate about finding better ways to build. They embrace innovation and improvement with a pioneering spirit. They work as trusted partners, creating better solutions and experiences for their customers, communities, and colleagues.

Overview
Customer Care and Logistics Coordinator is responsible for the primary day-to-day duties in planning, entering, and scheduling ready-mix concrete orders to job sites while adhering to all Lafarge safety policies and procedures. This role is responsible for being the first point of contact for customers based in our Central Surrey logistics center. The work environment is fast-paced and requires the ability to juggle ever-changing priorities and customer needs. A strong team-centric attitude, exceptional customer service etiquette, a solutions-based mindset, and the ability to multitask are a must to be successful in this role.

Primary Responsibilities:

Customer Support:

• Manage customer communications, addressing inquiries and providing timely updates on orders.
• Inform customers of relevant company policies, including order confirmations, driver responsibilities, and product limitations.
• Respond to customer inquiries regarding truck locations, estimated arrival times (ETAs), order availability, pricing/quotes, special requests, and vehicle weight/load limits.
• Proactively notify customers of order delays or schedule changes, ensuring clear and timely communication.

Order Management:

• Review orders for accuracy and identify/flag any special conditions or requirements.
• Document all issues related to orders for accurate record-keeping and follow-up.
• Ensure that billing and sales coordinators have all necessary information to maintain billing accuracy.

Driver and Logistics Coordination:

• Provide drivers with relevant support and information, such as directions, site details, and project specifics.
• Coordinate with drivers and Quality Assurance/Quality Control (QA/QC) teams to resolve issues related to active orders.
• Monitor driver availability and address scheduling conflicts or issues as needed.
• Communicate key updates to the Logistics Manager, Dispatch, Operations, Quality Control, and Sales Team.

Problem-Solving and Administrative Support:

• Investigate and develop solutions for operational challenges, including safety concerns, rejected loads, and driver scheduling conflicts.
• Perform miscellaneous administrative tasks, such as filing, issue investigations, and ticket queries.

Senior-Level Responsibilities (as Progression Allows):

• Train and mentor new personnel, ensuring they understand policies and procedures.
• Schedule workforce daily to optimize service levels and minimize costs, adhering to the Teamsters Collective Agreement.
• Assign drivers to appropriate trucks and coordinate with the mechanical team to ensure truck availability.
• Notify management of additional workforce needs to organize training or provide support for the Valley Area.
• Monitor daily operational efficiencies and address inefficiencies promptly.
• Communicate key operational updates to the broader team.

Qualifications:

Education and Work Experience:

• High School Diploma or equivalent required.
• Experience in the construction industry and/or logistics is an asset.
• Experience in a fast-paced call center with multiple demands and metrics is an asset.

Knowledge and Skills:

• Commitment to a safety-focused culture.
• Strong interpersonal phone and email communication skills, including a friendly and courteous attitude and the ability to explain issues clearly to customers.
• Strong written and verbal communication skills. Exceptional listening and problem-solving skills.
• Ability to multitask effectively in a fast-paced environment.
• Effective negotiation, problem-solving, and conflict resolution skills.
• Strong time management skills with the ability to prioritize multiple tasks.
• Ability to work well under pressure and adapt to rapidly changing customer priorities.
• Competency with Microsoft Office Suite and general PC programs.
• Knowledge of local market geography and addresses. Proficient typing and data entry skills.

Other Requirements:

• Availability to work flexible schedules, including extended hours (e.g., Saturdays on a rotational basis).
• Team player with a positive and helpful attitude, able to work well with others in high-pressure situations.
• Reliable transportation (office location may not be ideal for public transit).
• Reliable attendance within a flexible work schedule is mandatory.
• Familiarity with construction sites, concrete products, and industry terminology is desired.
• Proven ability to work collaboratively across departments and adapt to changing priorities.
• Proficiency in using current technologies and a demonstrated ability to learn and adapt to evolving tools and systems.

As part of our dedicated focus on the health and safety of all employees, a pre-employment medical, including drug and alcohol testing and a criminal record check, may be required.

YOUR LAFARGE EXPERIENCE
At Lafarge, there is endless opportunity for you to play your part. Whether you’re in a technical, managerial, or frontline role, you can shape a career that works for you. With us you’ll have the chance to embrace the passion we share for our planet. You’ll be encouraged to seek out diverse perspectives, share your ideas and build the skills and connections you need to perform at your best. Because it’s only when we work together in a culture where everyone thrives, that we can build the world we all want to live in.