Customer Service Specialist

3 weeks ago

Mississauga, Canada FedEx Trade Networks - Transport & Brokerage (Canada) Inc. Full time

FedEx Trade Networks (FTN) and its predecessor companies, have more than 100 years of experience in international trade. The company’s advanced technology and network of worldwide locations and alliances enables it to provide comprehensive, ocean and air international freight forwarding, customs brokerage, global order logistics, distribution and surface transportation, trade advisory services, and advanced e-commerce and trade facilitation solutions.

This position is responsible for providing support to FXG Brokerage Inclusive (BI) services and assisting FedEx OPCOs, US shippers and FTNC customers, on matters regarding BI and customs brokerage for High Value Shipments (HVS) & Low Value Shipments (LVS) shipments. It also requires the incumbent to explain the FTNC Non-Resident Importer (NRI) program to potential customers.

**CUSTOMER SERVICE & BROKERAGE INCLUSIVE SERVICE SUPPORT**
- Responds to U.S. shipper on NRI program queries related to customs clearance, GST, PST, Customs Duty, Brokerage and Disbursement
- Explains to customers our customs brokerage service for LVS & HVS shipments, fees associated and CBSA guidelines
- Investigates and analyzes BI disputes on a regular basis and contacts Customs for additional information/clarifications (if required)
- Apprises customers and FedEx OPCO on the status of dispute, and coordinates with FTNC’s Regulatory & Compliance department for correction to the file or B2 completion
- Updates all Customs clearance cases on 1Source until the file is closed
- Provides general customs brokerage information to customer upon request

**CREDIT CARD PAYMENTS**
- Inquires & responds to customers for any issues related to credit card payment, such as duplicate payment, payment applied against the wrong invoice, etc.

**FedEx EXPRESS AND REVENUE SERVICES**
- Provides assistance to FedEx Express Customer Service Representatives on queries such as shipment delays in customs clearance or FTNC clearance invoices that customers receive by mail
- Assists with sorting and mailing of low value shipment documents

**Knowledge, Skills and Abilities Required**
- High School Diploma Required
- Minimum 3 years of experience in the field of customer service
- Working knowledge of Microsoft Word, Excel, Outlook, AS 400 and office equipment (fax machine/ photocopiers/printers/scanners)
- Ability to fluently read, write and speak in French is considered a valuable asset and a competitive advantage
- Excellent communication skills both written & verbal and should be capable of interacting with a wide range of customers, carriers and brokers

**Work schedule: Monday to Friday**

**Job Types**: Full-time, Permanent

**Salary**: $38,285.00-$47,856.00 per year

**Benefits**:

- Company events
- Company pension
- Dental care
- Life insurance
- Paid time off
- Tuition reimbursement
- Vision care

Schedule:

- Monday to Friday

**Experience**:

- Freight Forwarding: 1 year (preferred)
- Customer service: 1 year (required)

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