Customer Service Representative - Intermodal Operations
Shift: Monday to Friday (08:00 – 17:00)
TRANSX LTD
Operating for over 50 years, TransX LTD is one of the largest Canadian (CN Rail-owned) providers of premier integrated transportation and logistics services across North America. With 11 locations across Canada and the USA, approximately 900 company employees, and over 4,000 trucks, trailers, and containers, our team is dedicated to building strong business relationships and providing service excellence to support our customers' business needs.
TransX Ltd has an exciting opportunity for a Customer Service Representative — Intermodal to join our Intermodal Department. Reporting directly to the Customer Service Manager, this position oversees customer service execution for assigned intermodal accounts by managing order flow, service issues, and operational coordination. The incumbent resolves escalations beyond routine transactions, prioritizes service activities, and maintains accurate, timely communication to support service continuity across the shipment lifecycle in a fast-paced operating environment.
Building strong relationships with internal teams, dispatch, rail partners, and external customers is key for the Customer Service Representative, helping the individual flourish in this position.
As an employee of TransX, the Customer Service Representative position is expected to align with the TransX Core Values for Teamwork, Safety, Innovation, Accountability, Integrity, and Respect.
Key Responsibilities
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Service Execution: Oversee daily service execution for assigned intermodal customers. Resolve service issues, delays, and customer escalations beyond routine requests while coordinating recovery actions with operations to restore service. Apply customer service standards consistently across shipments.
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Order & Appointments: Process order entry, tender acceptance, and appointment booking activities. Verify shipment details, customer instructions, and system accuracy while aligning execution timelines with intermodal and dispatch teams. Address order discrepancies, timing conflicts, and capacity issues.
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Customer Relations: Maintain regular communication with assigned customer contacts, advising them of delays, changes, and recovery actions. Respond to customer concerns with clear explanations and participate in customer calls and service discussions as needed.
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Operations Coordination: Communicate with intermodal, dispatch, and rail partners on execution. Share customer priorities, constraints, and updates internally while escalating recurring issues impacting service reliability. Provide operational updates to management as required.
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Workflow Support: Assist in coordinating daily workload to maintain service coverage and provide functional support to team members. Reinforce response timelines, data accuracy standards, and support onboarding and cross-training activities.
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Records & Accuracy: Ensure orders, appointments, and communications are documented accurately. Maintain service records in line with retention requirements and monitor data accuracy to prevent service or billing errors.
Qualifications
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High School Diploma required.
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Six (6) months to one (1) year of experience in customer service, operations support, or an administrative environment.
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Transportation / Intermodal industry experience is an asset.
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Basic knowledge in Microsoft Office suite.
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Basic understanding of intermodal customer service and appointment booking practices.
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Good communication skills, both written and verbal.
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Good organization and time management skills.
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Sound judgment, decision-making, and analytical ability to interpret service data.
BENEFITS & PERKS
WHY JOIN TRANSX?
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Large, Canadian-owned company
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Operating for over 50 years
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Leading transportation and logistics services
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11 Terminals across North America
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Competitive compensation
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Partnered training programs and learning supports
BENEFITS
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Comprehensive group health benefits
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RRSP company match programs
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Referral bonus program
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Training and tuition reimbursement
RECOGNITION PROGRAMS
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Annual employee recognition & appreciation events
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Years of service awards
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Employee spotlights in our TransX Newsletter
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Safety recognition
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Annual performance incentives
OTHER PERKS
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Employee and family assistance program
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Encouraged work-life balance
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Corporate discounts at partnered organizations (gyms, travel, clothing, equipment, etc.)
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Team environment, professional & personal growth
TransX Ltd. is committed to building a culture of diversity, equity, and inclusion and welcomes applications from women, racialized persons, Indigenous peoples, persons with disabilities, and persons of all sexual orientations and genders.
All qualified individuals who would contribute to the further diversification of our organization are encouraged to apply.
If you require accommodation for the recruitment process, please let us know at the point of application.
