Customer Service Representative

Job Description:

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

• Mon-Fri: 8:00am- 5:00pm

Tagged as: 64409