Customer Service Representative

7 months ago

Guelph, Canada Transx Ltd. Full time

**TRANSX GROUP OF COMPANIES**

Operating for over 50 years; the **TransX Group of Companies** is one of the largest Canadian (CN Rail-owned) providers of premier integrated transportation and logistics services across North America. With 11 locations across Canada and the USA, approximately 900 company employees, and over 4000 trucks, trailers, and containers, our team is dedicated to building strong business relationships and providing service excellence to support our customer’s business needs.

**SUMMARY - **_Customer Service Representative_**

**_ Shift: _**Monday to Friday: 8:00AM to 5:00 PM

**_ Reports to_**:

- Customer Service Supervisor

TransX has an exciting opportunity for a **Customer Service Representative (CSR)** to join our Operations team in Aberfoyle. The Customer Service Representative proactively contacts customers with service updates, recovery plans, and corrective actions taken in improving customer service. Acts as the main point-of-contact to the customer and is responsible for developing long-lasting relationships between the organization and the customer. As a leader within TransX, the position is expected to align with the TransX Core Values for Teamwork, Safety, Innovation, Accountability, Integrity, and Respect.

**KEY ACTIVITIES**
- Ensure that customer communication regarding issues is timely and complete, and build proactive communication into daily processes
- Act as the main point-of-contact to assigned customer accounts.
- Initiates required action for response to customer service requests for order changes, including the maintenance of order/customer information files and communicates changes to the appropriate personnel/departments. Initiate and elevate customer discussions around service failures.
- Accesses the company’s internal systems to obtain and extract order information as required by internal and external customers while providing quality service.
- Assist other functions in addressing customer concerns
- Manage service delivery details ensuring customer needs are met.
- Provides on-the-job training to customer representatives and other team members.
- Work cross-functionally between the company teams to resolve quality issues and drive long-term quality improvements.
- Participates and provides expertise as a member of the customer service’s departmental team. The team's objectives are developed and recommend changes to existing methods and systems to increase the accuracy, efficiency, and responsiveness of the customer service department as a whole.

**SKILLS & KNOWLEDGE**

**_
Education_**
- High School Diploma.

**_
Experience_**
- Over one year of applied customer service experience.
- Experience in transportation/operations industries is preferred
- Capable of analyzing data to make sound decisions on suitability and effectiveness of corrective and preventive actions.
- Strong negotiation, conflict resolution and customer service skills.
- Ability to interface and communicate effectively with all levels of employees, management, and diverse audiences, including suppliers and internal/external customers.
- Possess a high level of empathy and understanding of the customer perspective to be able to identify, solution, and satisfactorily resolve customer issues, while protecting company processes.
- Excellent communication skills (interpersonal, oral and written).
- Proven attention to detail, with excellent analytical, critical thinking, problem solving, and personal organization skills.
- Self-motivated, self-starter capable of remaining flexible to changing work priorities.
- Effective at managing multiple priorities under tight deadlines, with the ability to bring assignments to a successful completion.

**BENEFITS & PERKS**

**WHY JOIN TRANSX?**
- Large, Canadian owned company
- Operating for over 50 years
- Leading transportation and logistics services
- 11 Terminals across North America
- Competitive compensation
- Partnered training programs and learning supports

**BENEFITS**
- Comprehensive group health benefits
- RRSP company match programs
- Referral bonus program
- Training and tuition reimbursement

**RECOGNITION PROGRAMS**
- Annual employee recognition & appreciation events
- Years of service awards
- Employee spotlights in our TransX Newsletter
- Safety recognition
- Annual performance incentives

**OTHER PERKS**
- Employee and family assistance program
- Encouraged work-life balance
- Corporate discounts at partnered organizations (gyms, travel, clothing, equipment, etc.)
- Team environment
- Professional & personal growth

**APPLY TODAY**

If you have a passion for results and want to grow your career with a dynamic and growing industry leader, please submit your resume with a cover letter.
- TransX is an equal opportunity employer with a strong commitment to the individual and collective growth of our employees and a commitment to diversity and inclusiveness in the workplace._

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