Customer Service Representative

**TRANSX GROUP OF COMPANIES**

Operating for over 50 years; the **TransX Group of Companies** is one of the largest Canadian providers of premier integrated transportation and logistics services across North America. With 11 locations across Canada and the USA, approximately 900 company employees, and over 4000 trucks, trailers, and containers, our team is dedicated to building strong business relationships and providing service excellence to support our customer’s business needs.

**SUMMARY - **_Customer Service Representative_**

**_ Shift: _**Monday to Friday; 8:00 AM to 5:30 PM

TransX has an exciting opportunity for a **Customer Service Representative** to join our Customer Service team in the Winnipeg Terminal. The **Customer Service Representative **is responsible for providing customers timely, accurate and transparent information relating to their transportation and logístical needs. This position proactively contacts customers with service updates, recovery plans, and corrective actions taken in improving customer service. Acts as the main point-of-contact to the customer, and is responsible for developing long-lasting relationships between the organization and the customer.

Our Mission is to become the industry leader of the driver experience. We consider the driver to be the front line of our company. We strive to be consistently surpassing driver expectations by supporting all drivers in successfully meeting utilization targets while honoring home time. Our fleet team will be satisfied once our drivers have successfully met their full potential. As a leader within TransX, the position is expected to align with the TransX Core Values for Teamwork, Safety, Innovation, Accountability, Integrity, and Respect.

**KEY ACTIVITIES**

**Duties and responsibilities include, but are not limited to**:

- Ensure that customer communication regarding issues is timely and complete, and build proactive communication into daily processes
- Act as the main point-of-contact to assigned customer accounts.
- Receives and processes customer requests utilizing Customer Tracking System (manage to delivery)
- Initiates required action for response to customer service requests for order delays, communicates changes to the appropriate personnel/departments. Facilitate customer discussions around service failures.
- Accesses the company’s internal systems to obtain and extract order information and provide customers with the data for inclusion in various scheduled and special reports.
- Ensures and provides quality service to both internal and external customers.
- Assist other functions in addressing customer concerns
- Manage service delivery details ensuring customer needs are met.
- Work cross-functionally between the company teams to resolve quality issues and drive long-term quality improvements.
- Participates and provides expertise as a member of the customer service’s departmental team. The team's objectives are develop and recommend changes to existing methods and systems to increase the accuracy, efficiency and responsiveness of the customer service department as a whole.
- Lead by example.

**SKILLS & KNOWLEDGE**

**_ Education_**
- Must have completed high school or equivalent.

**_ Experience_**
- Two to five years of applied customer service experience.
- Experience in service or transportation industries.
- Capable of analyzing data to make sound decisions on suitability and effectiveness of corrective and preventive actions.
- Strong negotiation, conflict resolution and customer service skills.
- Ability to interface and communicate effectively with all levels of employees, management, and diverse audiences, including suppliers and internal/external customers.
- Possess a high level of empathy and understanding of the customer perspective to be able to identify, solution, and satisfactorily resolve customer issues, while protecting company processes.
- Excellent communication skills (interpersonal, oral and written).
- Significant knowledge of and data extraction and analysis techniques.
- Demonstrated ability to function as a proactive change agent, passionate about quality and customer loyalty.
- Proven attention to detail, with excellent analytical, critical thinking, problem solving, and personal organization skills.
- Self-motivated, self-starter capable of remaining flexible to changing work priorities.
- Effective at managing multiple priorities under tight deadlines, with the ability to bring assignments to a successful completion.

**BENEFITS & PERKS**

**WHY JOIN TRANSX?**
- Large, Canadian owned company
- Operating for over 50 years
- Leading transportation and logistics services
- 11 Terminals across North America
- Competitive compensation
- Partnered training programs and learning supports

**BENEFITS**
- Comprehensive group health benefits
- RRSP company match programs
- Referral bonus program
- Training and tuition reimbursement

**RECOGNITION PROGRAMS**
- Annual employee recogniti