Customer Service Representative

2 weeks ago

Oshawa, Canada PIVAL INTERNATIONAL INC. Full time

Job description

Pival International Inc. is a global logistics and supply chain management company with a comprehensive menu of warehousing logistics solutions and transportation solutions, including time sensitivity (land and air), FTL, LTL, intermodal.

**SCOPE OF THE ROLE**

Reporting to the Operations Manager, the incumbent of the role is responsible for providing effective customer service for all internal and external customers by using excellent, in-depth knowledge of company services and programs as well as communicating effectively with team members within the organization.

**ROLE TASKS & RESPONSIBILITIES**
- Provides timely and accurate information to incoming customer order status and service knowledge requests.
- Process customer orders/changes/returns according to established department policies and procedures.
- Provides timely feedback to the company regarding service failures or customer concerns.
- Partners with the Operations/Sales team to meet and exceed customer’s service expectations.
- Update productivity/billing and dock planning documents daily
- Keep all customer documentation organized and filed accordingly
- Act as the liaison to the customers carriers communicating daily requirements.
- Key in all customer product receiving and outbound orders to company WMS as well as some customer specific ERP systems in-house.
- Release and print all outbound orders for the according shift, all customer specific shipping instructions are communicated to the Warehouse Supervisor’s.
- Close off and complete all receiving and shipping orders in company WMS as well as customer specific ERP systems and file documentation as required.
- Schedule all inbound product with customers carrier’s and update Dock planning report communicating workload to Shift Supervisors.
- Attending customer pickups as needed.
- Communicate to customers all inbound appointments, delays and outbound order shipments.
- Control the communication to carriers for empty unit removal as well as yard congestion.
- Review all administrative documentation for proper completion and file.
- Answer all Distribution Center inbound calls and direct accordingly
- Identify & facilitate process improvement projects to drive efficiency
- Other tasks as assigned

**Requirements**:

- Minimum 1 year in a similar position or other relevant experience (required)
- Experience in a 3PL Warehouse environment (required)
- Customer service experience in a 3PL environment (asset)
- High School Diploma required
- Detailed understanding of WMS's
- Knowledge of SAP environment
- Knowledge of Windows environment

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

Schedule:

- 8 hour shift

**Education**:

- Secondary School (preferred)

**Experience**:

- Customer service: 1 year (preferred)

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