Customer Service Representative

VersaCold is a food-first supply chain company with one of North America’s largest cold chain networks. We're dedicated to ensuring the safety, quality and freshness of the food families eat. With 65 years of experience, we collaborate as entrusted partners to maintain cold chain integrity and deliver customized solutions to complex business challenges. The foundation of our culture is based upon The VersaCold Way demonstrating our commitment to health and safety, integrity, innovation, performance and collaboration.

We are a growing organization and currently looking for a passionate and motivated **Customer Service Representative **to join our winning team.

**Employment Type**: Full Time

**Shift**: Day 9-5 Monday to Friday

**Reports To**: Supervisor, Customer Service

**Office/Facility**: Calgary, AB **OR **Delta, BC

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The Customer Service Representative is responsible for monitoring on time pickups and deliveries of all loads as well as supporting the Dispatch Planner. The CSR works closely with all customers, ensuring timely updates of any delays are communicated effectively and professionally in order to achieve customer requirements. The CSR also works closely with drivers to ensure effective communication.

**KEY RESPONSIBILITIES**
- Collaborates effectively with all team members in Transportation and Warehousing to achieve daily objectives.
- Provides the highest levels of service to all customers with whom they interact, whether internal or external, with the goal of continuously improving the customer experience.
- Reviews all shipments ETA’s to ensure customer needs are met with regards to pickups and deliveries into depots.
- Liaises with Customers regarding requests or inquiries (i.e. shipment delays.) as well as collecting all data necessary and inputting into system for all loads.
- Provides daily reports to customers as required.
- Provides support to Dispatch team (day and night shifts) (i.e. booking pickup appointments, assisting with troubleshooting problems that arise).
- Follow up/review of any pending and current pick up or delivery issues from dayshift and communicating effectively with partner carriers and drivers.
- Process revisions from customers in a prompt and detailed manner.
- Maintains phone calls relating to line haul delays.
- Reviews additional charges to customers with Exceptions Team as required to ensure all charges are correct and being captured.
- Performs other duties as assigned in accordance with the company vision, mission, strategy and culture.

**KEY REQUIREMENTS**
- 2+ years of experience in a customer service role in a logistics, transportation or warehouse environment.
- Post-secondary courses in Customer Service an asset.
- Working towards post-secondary education in Business, Warehousing Transportation, Operations Management, or related field an asset
- Personally demonstrates that external (or internal) customers are a high priority.
- Identifies customer needs and expectations and responds to them in a timely and effective manner.
- Anticipates and prevents delays or other things that can adversely affect the customer. Keeps customers informed about the status of pending actions and inquiries about customer satisfaction with products or services.
- Prioritizes work flow to ensure deadlines are met in a fast-paced environment. Adapts to shifting priorities.
- Detail-oriented with a high level of accuracy.
- Works effectively as part of a team.
- Bilingual (English&French)
- Proficient in Microsoft Office with an emphasis on Word, Excel and Outlook.