Customer Service Representative

You belong at Day & Ross. 

Customer Service Representative 
Full-time (Fixed-Term) 
Mississauga, ON

18 Month Contract

The Customer Service Representative (CSR) is responsible for responding and fulfilling customer requests, complaints, and issues. As a CSR, you will provide and maintain a proactive relationship with customers, advise customers tactfully of any delivery delays, and investigations into any shortages or damages to orders, or Operational concerns. You will collaborate and advise the Sales department of customer situations which might affect Day & Ross Dedicated Logistics business, and to work closely with the Sales and Operations departments to achieve optimum output and customer service.

How You'll Help

• Provide excellent service to customers while keeping in mind the company's policies and standards, and in compliance with any relevant legislative/regulatory requirements.
• Fulfill customer requests, respond to inquiries/complaints professionally, utilizing superior problem solving, investigative, negotiation, resolution, and decision-making skills. 
• Adhere to processes, procedures and codes of working practice that promote a comprehensive quality approach to service delivery. 
• Manage all contacts in terms of time spent on resolution, customer expectations and satisfaction, according to specified departmental service level targets. 
• Contribute to improvements to contact handling protocols, systems and processes to meet the needs of internal and external customers. 
• Collaborate to develop a vision, strategy and roadmaps for the customer experience while identifying ongoing opportunities for improvement. 
• Provide feedback and reporting of the overall customer experience and provide opportunities for customer experience enhancements. 
• This role is required to establish and maintain effective relationships with internal and external customers, and requires the incumbent to regularly liaise with both internal and external contacts as required to resolve customer issues and satisfy inquiries.
• Participate in internal, with colleagues, and external meetings with customers to identify trends that are uncovered, and translate into actionable suggestions for improvement to operations and customer management team. 
• Other related duties as required

Your Skills & Experience: 

• Minimum of secondary education
• Post-secondary education in business administration or related field, an asset
• A suitable combination of education and experience may be considered
• 1-3 years' prior experience in an interactive customer service environment
• Previous Transportation experience is preferred
• A suitable combination of education and experience may be considered
• Excellent communications skills and expertise in customer service delivery
• Demonstrated analysis and reporting skills
• Demonstrated strong PC skills: Microsoft Office-Excel, Word, Outlook, reporting software and/or other software/database skills
• Demonstrated passion for Customer satisfaction excellence, flexible and responsive to both the needs of the customer and the organization.
• Display tact and diplomacy in handling all levels of customer interaction.
• Work effectively as a team member, or individually as required, in a demanding environment.
• Ability to manage workload is required.
• Excellent organizational and time management skills.
• Strategic creative problem solver who is innovative, data-driven and improvement-oriented.

To apply, visit our Careers page at

If you're chosen for the role, you'll be asked to provide reference and criminal background checks before employment. You'll only be contacted if you're selected for an interview. 

About Day & Ross

From a single truckload of potatoes in the 1950s to a fleet of thousands, Day & Ross has grown to become one of the largest transportation and logistics providers in North America. With over 7,500 team members on and off the road in the US and Canada, we offer a diversified portfolio of freight and delivery solutions, including LTL, Truckload, Residential, Dedicated Fleet Solutions, and Logistics.    

We believe our people are our greatest strength. For over a decade, we've been recognized as one of Canada's Best Managed Companies. We've also been named a Top Company for Women to Work for in Transportation since 2018. Our recognition reflects the family values we share with our parent company, McCain Foods Limited.

As a federally regulated employer, Day & Ross fully supports the principles of employment equity and encourages all qualified members of the designated groups to apply. Day & Ross is committed to ensuring equal access and participation for people with disabilities and meeting their needs in a timely manner. We will do so by removing and preventing barriers to accessibility and by meeting our accessibility requirements under Accessible Canada Regulations and in alignment with our business practices, capabilities, and values.