Customer Service Representative

**Title**
Customer Service Representative

**Shift: Day Shift **(Flexibility required for shift changes and must be available to work full-time and on weekends)

**Summary**
The Customer Service Representative (CSR) is responsible for providing professional, courteous customer service in person and via telephone. He or she will be accountable for addressing customer inquiries, complaints and processing transactions in a transportation and logistics environment. This individual participates in all assigned training, setting and meeting personal goals. The CSR promotes the organization, acting as a brand ambassador, providing positive experiences to all customers. Other duties may be assigned as necessary.

**Job Duties**
- Provide excellent customer service.
- Track load life-cycle from shipment to delivery with a heavy emphasis on inbound & outbound phone calls, but also utilize electronic means of tracking.
- Communicate relevant freight updates to customer and/or internal carrier & operations teams.
- Receiving incoming telephone calls from customers, administrative staff and drivers.
- Develop and maintain relationships with customers.
- Assist, investigate and correct customer issues and order delays.
- Execution of pickup and delivery for every customer shipment.
- Data entry and maintenance in our transportation management software (TMS).
- Various administrative duties.
- Generating daily reports.
- Making sure all shipments are running on time.
- Provide information about Company products and services.
- Provide information about charges and service conditions.
- Provide information about service availability.
- Act as the customer liaison between departments when necessary.
- Cross-sell products and services based on customer needs.
- Conduct call-backs to external suppliers to verify customer information.
- Keep Team Lead, Customer Service Manager, and Operations Manager up-to-date on all information as required.
- Perform other duties as necessary.

**Requirements**:

- High school diploma or GED required.
- A certificate or diploma in a related field preferred.
- Strong customer service and troubleshooting skills.
- Logistics industry experience preferred.
- Exceptional conflict resolution, negotiation, and objection handling skills.
- Highly flexible, with solid interpersonal skills that allow one to work effectively in a diverse working environment.
- Able to effectively communicate both verbally and in writing.
- Able to work well under pressure.
- Exceptional attention to detail.
- Able to deal with people sensitively, tactfully, diplomatically, and professionally at all times.
- Proven data entry and typing skills.
- Professional appearance and manners.
- Strong work ethic and positive team attitude.
- Provide excellent customer service
- Prior dispatch experience a HUGE asset.
- Knowledge of freight brokerage, logistics and transportation an asset.
- Ability to multi-task and change focus quickly.
- Ability to handle fast-paced work environment with a “can do” attitude.
- Highly organized with exceptional time management capabilities

**Working Conditions**
- Manual dexterity required to use desktop computer, and telephone.
- Overtime as required.
- **NO AGENCIES OR PHONE CALLS PLEASE**_

**Job Types**: Full-time, Fixed term contract
Contract length: 24 months

Pay: $18.00-$20.00 per hour

**Benefits**:

- Dental care
- Extended health care
- Life insurance
- On-site parking
- Store discount

Flexible Language Requirement:

- French not required

Schedule:

- 8 hour shift
- Day shift
- Monday to Friday
- Weekends as needed

Supplemental pay types:

- Overtime pay

Work Location: In person