Customer Service Representative

**12-month contract as Customer Service Coordinator in our Import Team.**

**Position Summary 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.
- Build and maintain strong relationships with customers, demonstrating a deep understanding of their needs and providing personalized assistance.
- 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**

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

**Education**: University degree and transportation certificate an asset.

**Experience**:Proven experience in a customer service role, preferably within the shipping, logistics, or transportation industry.

**Other**:

- 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 customer relationship management (CRM) software and other relevant tools.
- Knowledge of international shipping regulations, INCO terms, and industry best practices.
- 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.
- Fluent in written and spoken English; additional language skills are a plus.
- Bilingual (English & French)
- **We are an equal opportunity employer**_

**Job Types**: Full-time, Fixed term contract
Contract length: 12 months

Schedule:

- Monday to Friday

Application question(s):

- are you legally authorised to work in Canada
- Are you located in the montreal area and/or able to commute to office?

**Experience**:

- Customer service: 2 years (preferred)
- Logistics: 1 year (preferred)

Work Location: Hybrid remote in Montréal, QC H3C 3X6