Purpose:
The Customer Service Representative serves as a key liaison between the company and its clients, delivering high-quality support within a long-haul transportation setting. Focused on facilitating seamless communication, this role ensures client needs are met with professionalism and efficiency, particularly in managing cross-border freight shipments between Canada and the United States while upholding compliance and customer satisfaction.
Responsibilities:
- Serve as the first point of contact for customers regarding freight status, delivery timelines, and general inquiries.
- Provide timely and accurate information on shipments moving between Canada and the USA, ensuring pickup and delivery dates and times are correct and consistently updated.
- Coordinate with dispatchers, drivers, and operations staff to ensure customer needs and service expectations are met.
- Proactively communicate any delays, disruptions, or changes to customers and offer practical solutions.
- Maintain accurate customer records and shipment documentation in internal systems.
- Resolve customer complaints or escalate issues to the appropriate department for resolution.
- Track and trace shipments, providing regular updates to clients.
- Assist in the preparation of customs documentation and ensure compliance with cross-border transportation regulations.
- Contribute to continuous improvement efforts in customer satisfaction and service delivery.
- Support other administrative or operational tasks as needed.
- Handle any conflict in a calm, courteous, and diplomatic manner.
Qualifications:
- High school diploma or equivalent is preferred; post-secondary education in business, logistics, or a related field is an asset.
- Previous experience in customer service, preferably within the transportation or logistics industry.
- Familiarity with cross-border shipping processes between Canada and the USA.
- Excellent communication and interpersonal skills, along with strong problem-solving abilities.
- Proficiency in Microsoft Office and transportation management software (e.g., TruckMate).
- Strong organizational skills and attention to detail.
- Ability to handle multiple tasks and work in a fast-paced environment.
- Bilingual (English/French) or proficiency in additional languages is considered an asset.
Work Schedule
Job Type: Full-time
Pay: $41,600.00-$42,500.00 per year
Benefits:
- Dental care
- Extended health care
- On-site parking
Work Location: In person
