Customer Service Representative

About Us

At SureCold, our success begins with our people. That is why we invest heavily in training, development, and retention to ensure that we find and maintain the best fit for our company. We are working in a state-of-the-art facility with temperature-controlled docks and innovative systems to ensure that we can always meet and exceed the expectations of our customers. When it comes to warehousing technologies, Sure Cold is an industry leader.

We pride ourselves on our company culture where safety is instilled at the core; we're progressive, evolving daily, and promote transparency within our organization. Most importantly we truly enjoy our work and the environment that we work in

We provide custom chilled storage for commodities requiring temperature specific conditions. We specialize in the storage, handling, and global distribution of chilled products including seafood and groceries. Our strategic location in Surrey, B.C. is within 20km of the Canada/US border, the YVR Airport and all major freeways which allows us to seamlessly handle all of our customers' needs.

Nature of Position: Shift Schedule To Be Determined

What You'll Do

SureCold's Customer Service Representative (CSR) will be responsible for assisting customers and their representatives in person, via phone, and by email. You will be accountable for working with customer requests, inquiries, and processing transactions to facilitate the work completed by our warehouse team. The CSR will follow all warehouse procedures and policies when interacting with customers and will act as the liaison with the floor leads, receivers, loaders, and picking team. You will participate in all assigned training as well as setting and creating goals for yourself as our Customer Service Representative. You will be SureCold's own brand ambassador and will be responsible for providing positive brand experiences to all customers.

You will:

• • Assist customers with standard account-related requests by phone and/or email
• Track/report ETAs and advise customers in a timely manner
• Research and resolve customer problems, acting as the customer liaison between other departments when necessary
• Contact customers to obtain necessary signatures on items with missing or irregular signatures
• Prioritize order picking based on dynamic changes to carrier pickup times
• Review and send receiving records
• Create and upload BOLs in the warehouse management system and confirm/print BOLs to provide to customers
• Conduct daily audits and safety reviews of warehouse performance and advise of any accuracy gaps and safety concerns to help maintain a safe working environment
• Create/submit customs documents, follow up with brokers accordingly
• Coordinate with outside carriers to book outbound loading and/or receiving appointments

What You Need to Get the Job Done

• • High school diploma or GED required
• A certificate or diploma in a related field is an asset
• Strong customer service and troubleshooting skills
• Exceptional conflict resolution, negotiation, and objection handling skills
• Highly flexible with solid interpersonal skills to work effectively in a diverse working environment
• Effective verbal and written communication
• Ability to work well under pressure
• Ability to deal with people sensitively, tactfully, diplomatically, and professionally at all times
• Computer literate, including effective working skills of Microsoft Office platform
• Professional appearance and manners
• Familiarity of warehouse regulations and ability to understand written manuals and directives
• Strong work ethic and positive team attitude

What You'll Love About Us

• Great Company Culture. Our workplace is an open, engaging, and welcoming environment.
• Meaningful work. We offer transparency – let us know your recommendations. Complexity – you can master new skills and improve. Team environment – have support around you for when you need it.
• Benefits. Extended benefits including health, dental, and vision.
• Fair and competitive wages. We offer the best for our employees with room for advancement opportunities.

Note: A background check is required for this position

Shift schedule to be determined. Availability on the weekend is required.

40 hours per week. Overtime may be required based on business needs.