Customer Service Representative (logistics)

Job title: Customer Service Representative (logistics)

Job description: Description

Great new opportunity with our fast growing client in the Freight/ Logistics industry. Looking for an experienced Customer Service Representative with working experience within the freight/ logistics sector. Full time, permanent role. Salary 50K – 55K with full benefits, RRSP’s and growth opportunity. This is an AT LOCATION opportunity in Etobicoke.

Responsibilities

Reporting to the customer service manager, the incumbent will be called upon to manage customer inquiries and proactively assist customers with requests as needed. They will also be asked to enter pickups, trace shipments, provide rates to customers and escalate complaints across a number of communication channels. To do well in this role the candidate will need to be able to remain calm when customers are frustrated and have experience working with multiple parties to obtain the information required to satisfy the customer.

Responsibilities

• Maintaining a positive, empathetic and professional attitude toward customers at all times.
• Responding promptly to customer inquiries.
• Communicating with customers through various channels, email, telephone.
• Acknowledging and resolving customer inquiries/complaints.
• Knowledge of service offerings to best assist the customers.
• Processing pickups, rates, tracing requests, lost freight inquiries.
• Keeping records of customer interactions, transactions, comments and complaints through the TMS.
• Communicating and coordinating with colleagues as necessary.
• Providing feedback to customers and sales team to best assist freight movement.
• Ensure customer satisfaction and provide professional customer support.
• Providing VIP service to multiple customers simultaneously
• Assist other departments, partner carriers, terminals, sales professionals, etc. with customer service concerns
• Work with Customers to expedite shipments when necessary.
• Work with our Sales Representatives on a day to day basis to provide the utmost service to the customer.
• Assist customers with paperwork, transit times, and other advice to best service their expectations.
• May be required to train new hires on work habits, best way to handle complicated situations, as well as coaching new team-members for a period of time by listening in on calls.

Qualifications

• High school diploma required, CITT or PLOG an asset.
• 3 years of experience working with customer support within the freight industry
• Strong understanding of North American geography
• Ability to stay calm when customers are stressed or upset
• Comfortable using multiple TMS systems in tandem
• Experience working in cross border transportation
• Ability to work independently or with other representatives
• Good interpersonal skills
• Organized with the ability to juggle several tasks at once.
• Detailed knowledge of the operations
• Good listening skills
• Saturdays and Statutory Holidays as scheduled.
• This position requires in-depth knowledge of a wide range of areas including: operations, collections, rate quotes, customs clearance, agent partners, and company policies.
• Requires knowledge of industry regulations such as dangerous goods transportation rules.
• Involves paying close attention to service schedules such as winter roads, holiday operations etc.
• This position requires exceptional customer service skills including: professional communications, dispute resolution.
• Customer Services Representatives are expected to understand and offer value-added services where appropriate (such as Guaranteed, On Demand, Expedited), and promote the services of the organization

Click Here to Apply

Source: