Customer Service Representative

5 months ago

Oakville, Canada FLS Transportation Service Limited Full time

FLS Transportation is actively searching for a Customer Service Representative for their Oakville, ON branch.

The Customer Service Representative is an entry-level position providing operational support to Account Managers and Sales Executives. These activities include facilitating the day-to-day business needs of customer(s), responding to inquiries in a prompt, courteous and effective manner, proactively providing track and trace services, and following standard operating procedures to problem solve. This position reports to the Customer Service Supervisor and/or the Director of Operations.

Essential Duties & Responsibilities:
Data Entry:

- Entering orders into the system according to customer standard operating procedures.
- Utilize TMS system to address issues and document interaction with carriers, shippers, consignees and/or clients.

Verification and Escalation:

- Verifying pertinent shipment information such as purchase order number, pick up number, delivery number, shipper information and hours of operation, receiver information and hours of operation, quantities, and special requirements.
- Trouble-shooting any issues arising during the verification process.
- Receive inbound phone calls from carriers, shippers and/or consignees that have a need for information related to their order.
- Escalating issues to Account Manager and/or Sales Executive in a timely manner when necessary.
- Escalation of issues via the correct customer channels, as directed by the Account Manager and/or Sales Executive.

Client Relations:

- Providing customer updates as requested by Account Manager and/or Sales Executive.
- Assisting in resolving customer issues relating to the freight transportation.
- Track and maintain customer records, this could include, but not limited to; customer standard operating procedures, contacts, rates quoted to the customer and freight won versus lost, to contribute to pricing database.

Appointments:

- Setting pick-up or delivery appointments and entering appointments in the system.
- Requesting appointment changes as per related standard operating procedures.
- Ensuring all parties are advised of appointment times.
- Trouble-shooting any issues arising pertaining to the appointment process.

Order Tracking:

- Contacting carriers for daily tracking of shipments and updating system.
- Determining carrier ETA for pick up and flagging any potentially late pick-ups to carrier and Account Manager and/or Sales Executive.
- Determining carrier ETA for delivery and flagging any potentially late deliveries to carrier and the Account Manager and/or Sales Executive.
- Provide ad-hoc information to carriers as requested, or forward request to Logistics Coordinator if necessary.

Additional Responsibilities:

- Responsibility to cross train with other operations representatives on each other’s areas of responsibility.
- Duties as assigned by management.

**Requirements**:

- High school diploma or GED required. College Diploma/Bachelor’s degree.
- Minimum 1-2 years of experience (customer service preferred) in 3PL/transportation brokerage.
- Excellent oral and written communication skills.
- Strong data entry, customer service and troubleshooting skills.
- Ability to work within a team as well as independently in a fast-paced environment.
- Well-organized with high attention to detail and accuracy.
- Ability to follow direction.
- Exceptional follow-up, conflict resolution and negotiation skills.
- Strong computer knowledge and capabilities.
- Ability and availability to work irregular or extended hours including afternoons, nights, weekends and potentially holidays as needed.

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