Delivery Services Representative

Req Number: 96149
Category: Client Service
Posted Date: October 12, 2017

Group of associates collaborating at work

Work Location(s): Montreal, QC, CA


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.


  • 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, training to backup each other in the interest of outstanding client satisfaction
  • All other duties as assigned

  • 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 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) will be considered an asset



It’s cool to come here and not just sit here and say, ‘I’m going to answer phone calls.’ I’m actually educating the client, making it an easy and effortless experience for them. When you spend the time to educate them, they are so grateful. I’ve made a lot of personal connections.

NinaClient Support Consultant