Client Service Representative

The Quick Facts:

• Salary: $48,000 to $55,000 annually
• Location: Milton, ON (8300 Lawson Road) / Acton, ON, (52 Futura Drive)
• Onsite 5 days/week
• Schedule: Monday to Friday, 8:30am - 5:00pm
• Full-time, Permanent

The Company:

Fraser Direct is a family-owned and run company with 25 years in business. We offer highly customized end-to-end supply chain services including warehousing & fulfillment, transportation management, and customs brokerage. Our primary driver of growth is client word-of-mouth and referrals - a testament to our core value: Service. With the second generation of Frasers at the helm, our company is experiencing tremendous growth.

The Role

As one of our Client Service Representatives, you are an essential part of maintaining and fostering client relationships through your service excellence. We count on you to:

Satisfy Client Needs

• Accurately record, process, maintain, and follow up on orders and requests via phone and email in a prompt, professional, and accurate manner
• Expedite answers to customers on product availability inquiries
• Determine execution and timing strategies of client projects clearly by gathering and verifying specifications, planning inputs, and historical information
• Resolve problems such as short shipments, incorrect goods, pricing errors
• Document and follow client procedures and policies
• Provide client direction and support on available reporting tools
• Manage client-specific requests on an ongoing basis, meeting with clients as needed
• Ensure compliance with major retailers' requirements
• Provide month-end reporting to clients
• Prepare quotes for clients as requested by clients for review with the Client Service Manager

Provide Consistent and Accurate Administration

• Follow established procedures to issue work orders to the warehouse
• Ensure internal reporting requirements are followed
• Maintain CSR month-end billing for specific clients
• Maintain retail compliance data for major retailers

Contribute to the Team

• Serve as a link between Clients, Customers, Warehouse Operations, and Logistics staff to ensure responsiveness to needs and clear communication
• Provide backup to other members of the Client Services Team including the Manager
• Escalate issues internally with the Client Service Manager, Operations, and members of the management team as required
• Support Management in preparing presentations

Qualities Essential for Success

Proven Experience

• Demonstrated track record of success in delivering high-quality client service and resolving complex issues efficiently and effectively
• Third-party logistics industry experience is ideal and an advantage
• Strong technical and computer skills with Excel, Outlook, PowerPoint, and Enterprise Resource Planning (ERP) platforms
• Experience with the publishing industry and working with retail accounts is an asset
• Knowledge and understanding of accounting principles and experience with accounts receivable and accounts payable

Client Focus

• Dedication to understanding and meeting the needs of clients
• Meticulous attention to detail to ensure accuracy in handling inquiries, processing orders, and documenting interactions.
• Effective organization, planning, and priority management abilities are essential to meet timelines
• Flexibility to adapt to changing priorities, workload demands, and service protocols in a dynamic environment
• Ability to anticipate client requirements and proactively address concerns to ensure satisfaction and loyalty
• A high level of professionalism, remaining calm and composed under pressure
• Uphold company values and standards while representing the organization as a trusted and reliable team member

Team Collaboration

• Strong teamwork and collaboration skills to work effectively across company functions, including operations and business development
• Commitment to maintaining confidentiality and safeguarding sensitive client information

Communication

• Excellent verbal and written communication skills, with the ability to articulate information clearly to a range of client audiences
• A professional manner and cultivating an approach that resonates with clients, exhibiting consistency, diplomacy, friendliness, and responsiveness in all interactions
• Bilingual proficiency in French is considered an asset
• Using a range of technical tools and platforms, including at least intermediate skills in Excel, Outlook, and PowerPoint

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected class.

We encourage you to connect with us if you require accommodation for the recruitment process (including alternate formats of materials, accessible meeting rooms, or other accommodations). All reasonable efforts will be made to provide such accommodations.

By applying to this job, you will be assessed against our "Deliver the Promise" standards to ensure we provide our clients with consistent and exceptional service and cultivate a culture of excellence.

Thank you to all interested applicants. Candidates who possess the best fit of experience, skills, and qualifications outlined above will be contacted for next steps in the hiring process.