Customer Service Representative (CSR) Requirements
Canada Cartage – 3PL Logistics
Position Summary
The Customer Service Representative (CSR) serves as the primary point of contact between customers, carriers, warehouses, and internal departments. The CSR is responsible for ensuring the efficient coordination of shipments, timely communication, issue resolution, and maintaining high customer satisfaction while supporting daily 3PL logistics operations.
Key Responsibilities
- Manage customer accounts and maintain positive customer relationships.
- Process and monitor inbound and outbound transportation orders.
- Schedule shipments and coordinate deliveries with carriers and warehouse teams.
- Track shipments and provide customers with proactive status updates.
- Resolve shipment delays, damages, shortages, and service issues promptly.
- Respond to customer inquiries via phone, email, and internal communication systems.
- Maintain accurate shipment records and documentation.
- Enter and update customer orders within the Warehouse Management System (WMS).
- Collaborate with Operations, Dispatch, Warehouse, and Billing departments.
- Ensure customer service level agreements (SLAs) are consistently met.
- Prepare reports related to shipment performance, KPIs, and customer activity.
- Support continuous improvement initiatives and identify process enhancements.
- Comply with company policies, health and safety standards, and transportation regulations.
Skills & Competencies
- Excellent verbal and written communication skills.
- Strong organizational and time management abilities.
- Ability to prioritize multiple tasks in a fast-paced environment.
- Strong problem-solving and conflict-resolution skills.
- High attention to detail and accuracy.
- Customer-focused mindset with a professional attitude.
- Ability to work independently and as part of a team.
- Strong analytical and decision-making skills.
- Ability to remain calm under pressure and manage changing priorities.
Key Performance Indicators (KPIs)
- On-time response to customer inquiries
- Order entry accuracy
- On-time shipment performance
- Issue resolution turnaround time
- Documentation accuracy
- SLA compliance
- Customer Retention and relationship management
Working Conditions
- Office-based environment within a logistics or distribution facility.
- Standard business hours with occasional overtime during peak periods.
- Frequent communication with customers, drivers, carriers, warehouse staff, and operations teams.
- Ability to manage multiple priorities while meeting strict deadlines.
Core Values
- Accountability
- Teamwork
- Integrity
- Safety
- Continuous Improvement
- Operational Excellence
Job Type: Full-time
Pay: $17.20-$19.00 per hour
Expected hours: 40 per week
Benefits:
Flexible language requirement:
Work Location: In person
