Position: Customer Service Representative
Type: Full-time, Permanent
Shift: Monday to Friday (8hr-day shift)
Compensation: $42,900 annually
Benefits: after 3-month probationary period

Office location: Burlington, ON *This is an office-based position.

Job Overview

We are seeking a committed and highly motivated Customer Service Representative to become an integral part of our team.

In this role, you will serve as the primary point of contact for our customers, delivering outstanding service and support. The position demands a dynamic environment where effective communication skills are crucial. Your ability to assess and understand customer needs will be vital in ensuring a positive customer experience.

If you are driven by a passion for assisting others and possess strong problem-solving skills, we invite you to apply.

Responsibilities

In this position you will handle all aspects of the company’s operations. ​Handling a high volume of both incoming and outgoing communications, exceeding 100 emails and phone calls each.

The primary objective will be to oversee and track the progress of ongoing shipments. This will include and not limited to:

• Providing the customer with updates on the status of their freight
• Accountable for overseeing the transportation/movement of loads
• Managing the data entry in TransPlus by entering new loads, shipment details, updating shipper and consignee profiles

 You will also be responsible for engaging with multiple carriers by phone and email.

• Obtaining Proof of Delivery (POD) from carriers
• Add carrier packets and update profiles in TransPlus
• To assist in saving documentation, customs docs and facilitating the docs to carriers
• Negotiating wait time, additional charges incurred at pickup or delivery with carriers

 Additionally, you will be trained how to dispatch loads and cross-trained as a dispatcher in the event of absenteeism, which could include:

• Managing escalation calls and emails from carriers
• Negotiating rates with carriers for shipments
• Overseeing the full movement of loads within our customer base

Requirements/Skills

• Minimum of 1 year of prior industry experience (preferred)
• Proficient knowledge of Canadian geography
• Ability to communicate effectively in both spoken and written English
• Reliable transportation to the main office located in Burlington
• Bachelor’s degree in business administration, sales, or a relevant field is preferred

Qualifications

• ​Demonstrated problem-solving abilities; adept at prioritizing tasks efficiently
• Exceptional and articulate communication skills​
• Professional demeanor; demonstrates a strong commitment to excellence
• Possesses a keen understanding of business operations; capable of making informed decisions and analyzing data effectively​
• Superior time-management and multitasking capabilities​
• Advanced proficiency in Microsoft Office Suite
• ​Proven capability to swiftly integrate and master new software applications

We invite you to join us in our commitment to delivering exceptional service to our valued customers!