Customer Service Coordinator

**Our Culture **
- We strive for Better Ways in everything we do; our culture is embodied by boldness, imagination, exemplarity and excellence. With those values at the core of our business, our workplace holds an upbeat and inspiring team who encourage you to thrive on the opportunity to innovate and adapt to the ever-changing world we live in._

** CANDIDATES MUST BE LEGALLY AUTHORISED TO WORK IN CANADA**

** DESCRIPTION**

As a Customer Service Representative, you will be the primary point of contact for our valued customers, providing exceptional service and ensuring their satisfaction throughout the shipping process.

Your responsibilities will include **addressing customer inquiries, resolving issues, coordinating shipments, and maintaining strong relationships with our clients.**

**ESSENTIAL DUTIES & RESPONSIBILITIES**
- Serve as the main point of contact for customers, addressing inquiries, providing information, and resolving any issues or concerns in a timely and professional manner.
- Coordinate and facilitate the entire shipping process, including booking shipments, arranging pickups and deliveries, and ensuring smooth transit of cargo.
- Proactively communicate with customers regarding shipment status updates, delays, and any changes in schedules or services.
- Work closely with customers, internal departments and overseas as partners in resolving issues and creating strong relationships.
- Maintain accurate and up-to-date customer records, including contact information, service preferences, and unique requirements.
- Assist customers with documentation, including bill of lading, shipping instructions, customs paperwork, and any other relevant paperwork.
- Monitor and track shipments to ensure on-time delivery, and promptly address any potential issues or delays.
- Resolve customer complaints or concerns, escalating complex issues to the appropriate departments for resolution.
- Stay updated on industry trends, regulations, and company policies to provide accurate and reliable information to customers.
- Identify opportunities for process improvements and contribute to enhancing the overall customer service experience.
- Strive for exceptional customer service and positive promotion of CMA CGM brand identity in the industry.
- Other responsibilities as required.

**QUALIFICATIONS**
- **Education**: University degree and transportation certificate an asset.
- **Experience**:Proven experience in a customer service role, preferably at least one year within the shipping, logistics, or transportation industry.

**Other**:

- **Bilingual is a must - Fluent in written and spoken English and French**; additional language skills are a plus.
- Excellent verbal and written communication skills, with the ability to effectively communicate complex information in a clear and concise manner.
- Strong problem-solving and decision-making abilities, with a customer-focused mindset.
- Ability to multitask and prioritize tasks in a demanding environment, while maintaining an elevated level of accuracy and diligence.
- Proficiency in using Salesforce software and other relevant tools, an asset.
- Exceptional people skills, with the ability to build and maintain strong relationships with customers and internal stakeholders.
- Flexibility to adapt to changing priorities and work collaboratively in a team environment.
- Strong organizational and time management skills, with the ability to meet deadlines and manage multiple customer requests simultaneously.

Some of the great advantages we offer:

- 20 days paid time off
- A culture based on respect and focus on Better Ways for the employees
- Tuition reimbursement
- hybrid working
- RRSP plan - Max contribution of 12% and the company matches at 50%
- A competitive benefits plan - **fully paid by the company**. This includes:

- Extended Health (for employee, spouse & children)
- Dental (for employee, spouse & children)
- Long Term Disability
- AD&D
- Critical Illness (for employee, spouse & children)
- Life Insurance
- Employee & Family assistance program
- Health and Wellness site and Program
- **We are an equal opportunity employer**_

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

**Benefits**:

- Company events
- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
- Life insurance
- Paid time off
- RRSP match
- Tuition reimbursement
- Vision care

Schedule:

- Day shift
- Monday to Friday

Work Location: In person