Driver Services Representative

Job Title: Driver Service Representative

Department: Operations-Prescott

Responsible to: Driver Service Supervisor/ Driver Service Manager

 Primary Objective:

The DSR will act as ombudsmen between Kriska departments and the drivers. With service excellence as the main priority for all departments, the DSR’s responsibility is to help develop and maintain an effective open line of communication with the drivers and all departments. The DSR is responsible for ensuring the driver achieves service excellence (related to customer needs and expectations) along with ensuring that driver related organizational objectives and KPI are achieved and strategic initiatives and guiding principles supported.  Conducts all tasks according to established health and safety policies and procedures.

Key Responsibilities:

1. Managing driver availability.
2. Performance coaching (Actively reach out to drivers once a month to hear their concerns and work with different teams in operations and your manager to solve those issues/concerns.)
3. Discipline of drivers up to suspension (which should be done in conjunction with a Manager)
4. Conducting Annual Reviews. (focus on service excellence, miles, on time delivery)
5. Maintain compliance of performance files in Truck Right
6. Intervening with appropriate conflict resolution between individuals and other departments when required: includes creating NTR where applicable along with ensuring TMW file maintenance is kept up to date as needed.
7. New hires – attend orientation classes as needed to explain DSR function along with mentoring needs for new hires as needed. Support new drivers and review their miles and try to coach how to manage their HOS with help of Safety team. Help them to learn Kriska Processes.
8. Complete 60- and 90-day reviews with the drivers.
9. Root cause analysis on driver related service performance.
10. Acting as the main point of contact when needed to get drivers into the right hands or department if they are unsure who to speak with. (Discussions will go through the DSR)
11. Issues PO (purchase orders) as required
12. Coach drivers on different delay pays and which delay pay apply to a specific situation.
13. Records and authorizes vacations for Company operators and Owner operators
14. Review Isaac score cards with drivers.
15. Tier ranking for all the operators
16. Handle Million Mile project
17. Handle KHL Clothing distribution project
18. Other duties as assigned.

Requirements:

Essential

• College diploma or university degree, or equivalent experience
• Knowledge of the transportation industry
• Good listener and motivator
• Good negotiating and problem-solving skills
• Good organizational skills
• Good communication skills
• Ability to work in a team environment
• Ability to work independently
• Ability to multitask
• Excellent computer skills
• Ability to work under pressure and within time constraints
• Good time management skills
• Learns quickly and is open to change
• Approachable and calm composure

Mental Effort

• Mental and visual concentration on computer for extended periods of time.
• Patience, listening and verbal communication.
• Intense mental attentiveness to details.
• Mental effort required in multi-tasking and handling interruptions that require constant refocusing.

Physical Effort

• Sitting for extended periods of time.

Working Conditions

• Office environment with frequent interaction with co-workers, administrative staff and operators.
• Frequent phone calls, updating data, confirming procedures, answering questions.=

Hazard Prevention Program

• See Job Hazard Analysis Attached

If you are interested in applying for this position, please submit your resume to Navreet Kaur- nkaur@kriska.com

We thank all who apply, however, only those under consideration will be contacted.

For assistance with job search and application preparation, unemployed individuals are invited to register with CSE Consulting. For more information about the benefits of registering with CSE, please contact us in Kemptville at 613-258-6576 or in Prescott at 613-925-0222.