Customer Support Specialist

3 weeks ago

Cambridge, Canada NexPac Corporation Full time

Looking for an exciting and challenging career in fulfillment logistics? We want you.

NexPac is an emerging player in the world of third-party logistics, offering order fulfillment, distribution, storage and warehousing to businesses of all sizes. Specifically, we help our customers navigate the complexity and choices of logistics by providing personalized solutions, leveraging technology and tools, and staying up-to-date with the latest industry advancements. We stop at nothing to delivering only top shelf service and value to our customers.

At NexPac, we take pride in our people, who work hard to carry out our daily operations. Our people bring expertise and skills to the company, play a key role in customer service, contribute to innovation, and help shape the company's culture and values.

The 5 values we have as a team are:

- Customer’s First
- Own It
- Keep Improving
- Win Together
- Make it Fun

If that sounds interesting, then read on

**Position Overview**

**About You**

You are who we’re looking for if:

- You are an excellent communicator - written, verbal and listening ability
- You have a high attention to detail
- You are level-headed and thrive under pressure
- You are proactive
- Excellent multi-tasker
- You show respect and empathy toward others
- You desire to learn and grow

**Responsibilities and Duties**:
1. Customer Service Excellence:

- Serve as the primary point of contact for customers and communicate all elements of the order fulfillment process.
- Act as an advocate for customers, proactively anticipating their needs and finding suitable solutions to meet their requirements.
- Process and monitor the status of orders and collaborate with fulfillment team to ensure orders are dispatched on schedule.
- Provide shipping updates to customers and handle inquiries regarding shipment status.
- Facilitate meetings between customers, internal teams, and other stakeholders to address customer inquiries.
- Maintain a deep understanding of our services, products, policies, procedures and service level agreements to effectively assist customers.
- Collaborate with management and sales to support client retention and growth initiatives
- Serve as planning coordinator for all customer onboarding, and assist in the execution of onboarding with operations and accounting

2. Issue Resolution:

- Handle customer complaints, issues, and escalations with a sense of urgency, ensuring timely and effective resolution.
- Collaborate with cross-function teams, such as operations, sales, and accounting, to address concerns and coordinate solutions.
- Collaborate with carriers on freight issues; initiate and track re-routes, returns and reverse logistics cases
- Document customer interactions, complaints, and resolutions accurately and thoroughly

3. Process Improvement:

- Continuously evaluate and identify opportunities to streamline customer support processes, enhancing efficiency and effectiveness.
- Collaborate with internal teams to propose and implement improvements in systems, tools, and workflows to enhance customer support operations

4. Other Duties:

- Participate in daily huddle and other meetings with team members and management
- Cross-train with fulfillment coordinator to assist when needed
- Produce customs paperwork, shipping documents, and labels as needed
- Other duties as assigned

**Technical Skills**:

- MS Office (Word, Excel)
- Experience with CRM and warehouse management software an asset

**Qualifications**:

- 2+ years of experience in customer service, sales support, success management or related role
- Familiarity with the warehousing or the fulfillment logistics industry considered an asset

**Benefits**
- Competitive salary
- Benefits and Health Coverage
- Group RRSP Match Program
- Opportunity For Growth
- A Vibrant and Supportive Workplace

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

**Salary**: $48,000.00 per year

**Benefits**:

- Company events
- Dental care
- Extended health care
- On-site parking
- Paid time off
- RRSP match
- Vision care

Schedule:

- 8 hour shift
- Day shift
- Monday to Friday

Ability to commute/relocate:

- Cambridge, ON N1R 8B7: reliably commute or plan to relocate before starting work (required)

**Education**:

- Secondary School (preferred)

**Experience**:

- Customer service: 1 year (preferred)

Shift availability:

- Day Shift (required)

Work Location: In person

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