Customer Service Representative

Description of Role

We currently have an excellent opportunity in our Mississauga office for a Customer Service Representative - Warehousing and Distribution Services. As a Customer Service Representative you will be the front line point of contact and play a crucial role in ensuring smooth warehouse operations and providing excellent customer service to clients. You will act as a liaison between the warehouse and customers, handling inquiries, processing orders, and resolving any issues that may arise. The ideal candidate must have at least 3 years of Warehousing and Distribution Industry experience and has worked in a 3rd Party Warehouse environment. Candidates who do not meet this requirement will not be considered.

Major Tasks & Responsibilities:

• Customer Support: Serve as the main point of contact for customers, handling inquiries, complaints, and requests related to warehouse operations. Provide prompt and courteous responses, addressing customer concerns and ensuring their satisfaction.
• Order Processing: Receive and process customer orders, ensuring accuracy and timeliness. Coordinate with warehouse staff to fulfill orders and arrange for shipment or delivery. Generate orders, pick slips, packing slips, and shipping labels as needed.
• Update customers on the availability and status of their orders.
• Communication and Coordination: Collaborate closely with warehouse personnel, sales representatives, management and other team members as required to ensure efficient and effective customer service. Communicate order updates, shipment details, and any potential delays or issues to customers. Coordinate with logistics partners or carriers as required to ensure timely delivery of orders.
• Problem Resolution: Address and resolve customer complaints or issues related to orders, shipments, or product quality. Investigate and analyze problems, identify root causes, and propose appropriate solutions. Escalate complex or unresolved issues to the relevant departments or supervisors.
• Process Improvement: Continuously evaluate customer service processes and identify areas for improvement. Suggest and implement enhancements to streamline order processing, improve customer satisfaction, and increase operational efficiency.
• Health and Safety: Adhere to health and safety guidelines and regulations in the warehouse environment. Ensure compliance with safety protocols and promote a safe working environment for all employees.
• Respond to incoming customer inquiries for pick-ups, tracing, issue resolution and follow up.
• Identify and resolve client concerns and issues in a timely manner.
• Enter and review pickups placed via phone, e-mail or online web orders.
• Troubleshoot potential issues with shipments and work with customer service team, dispatchers and drivers to solve problems.
• Perform administrative tasks such as billing and shipment rating.
• Communicate with customers & warehouse staff regarding order status, shipment readiness and delivery schedules.
• Prepare and handling of day-to-day documents for delivery
• Assist & update customers with stock queries and shipment schedules
• Warehouse customer service representative

Qualifications and Skills:

• High school diploma or equivalent (Associate's or Bachelor's degree is a plus)
• Proven experience in customer service or a related field
• Excellent communication and interpersonal skills
• Strong problem-solving and conflict resolution abilities
• Detail-oriented with strong organizational skills
• Ability to work under pressure and meet deadlines
• Proficiency in using computer systems, order management software, and Microsoft Office Suite
• Knowledge of warehouse operations, inventory management, and logistics is advantageous
• Familiarity with product handling and storage procedures
• Ability to work effectively in a team and collaborate with cross-functional teams
• Customer-focused mindset with a commitment to delivering exceptional service

The Required Qualifications for this Position Include:

• Superior customer service and excellent customer relations skills.
• Strong problem solving skills – possess the ability to quickly offer options and solutions to clients.
• Ability to plan, organize, prioritize and manage multiple tasks.
• Exceptional communication skills - able to clearly and effectively communicate with team members and customers.
• Professional, courteous and polite with excellent telephone mannerisms
• Minimum 3 years industry related work experience (Courier and/or Trucking)
• Competent computer skills including Microsoft Office.
• Excellent verbal and written English

Job Types: Full-time, Permanent

Pay: $18.00-$20.00 per hour

Education:

• Secondary School (preferred)

Experience:

• customer service: 3 years (preferred)

Work Location: In person