Customer Experience Representative

1 month ago

Hamilton, Canada Cargojet Airways Ltd. Full time

**Accelerate your career with the most awarded Air Cargo Airline in Canada**

Cargojet is Canada's leading provider of time-sensitive overnight air cargo services and carries over 1,300,000 pounds of cargo each business night. Cargojet operates its network across North America each business night, utilizing a fleet of all-cargo aircraft Cargojet has been awarded one of Canada’s 50 Best Managed Companies as well as being awarded the Shipper’s Choice Award for the best Air Cargo Carrier in Canada for the past number of years. Being part of Cargojet will allow you to become a part of a diverse and vibrant family at the leading edge of the air cargo industry both domestically and internationally. Cargojet team members are dedicated, hardworking, and have a strong sense of leadership and commitment.

**Primary Objective of the Position**:
**Essential Position Functions**:

- Engage with customers through various channels and be the central point of contact for customers.
- Provide exceptional customer experience at each touchpoint, ensuring we meet or exceed customer demands.
- Maintain relationships with customers and other service providers through proactive and regular contact.
- Identify, rectify, and follow up on immediate customer problems with efficient communications to internal and external parties in real time.
- Identify and assess customers’ needs to achieve full satisfaction and resolution.
- Arrange bookings for customers, including any requirements beyond airport-to-airport.
- Provide support to ULD and Trucking Logistics where needed.
- Arrange trucking for various shipments within Canada, US, and Europe.
- Help customers resolve issues/concerns with freight including alternate arrangements to destination, and paperwork errors.
- Support specialized bookings such as Live Animals and Dangerous Goods with appropriate packages to ensure customers are aware of the requirements.
- Complete international and interline bookings ensuring all requirements are planned and coordinated in advance.
- Accurately input AWB/freight information into customs system.
- Complete various reports for customers e.g., ICS Matrix and Tracking Sheet.
- Provide customer support with track and trace shipments and follow up with stations/ Maintain internal lost freight database.

**Minimum Qualifications**:

- High School Graduate Diploma or equivalent.
- 2 years previous Customer Service experience or equivalent, preferably in a call centre.
- Good computer skills including proficiency in Microsoft Office - Outlook, Word, and Excel.
- Ability to think analytically and execute tasks maturely in a fast-paced environment.
- Excellent communication, problem-solving and time-management skills.
- Ability to work well in a team environment.

**Important to Know**:

- We are committed to providing accommodations for persons with disabilities. If you require accommodation, we will work with you to meet your needs.
- At Cargojet, we make safety the highest priority. Because of this priority and as we operate in a safety-sensitive environment, we require all employees to abstain from consuming Cannabis, in and outside of the workplace. This is a critical element of our drug and alcohol policy that all employees must comply with at all times.

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