Customer Service Representative

The successful candidate will be a key contributor to fulfilling our customers’ requirements in order to maintain satisfactory levels of service; this position will provide integral support to our Fleet Management team.

• Creating a positive customer service experience by understanding and meeting customers’ service needs in a timely, professional, and accurate manner.
• Serving as a primary point of contact for customers regarding load status, service inquiries, and issue resolution.
• Supporting Fleet Managers by communicating customer requirements, service changes, and capacity considerations.
• Review and accurately enter order, load, and delivery details and documents into the Transportation Management System (TMS) to support operational execution and billing accuracy.
• Capturing accessorial charges, supplemental billing, and incident reporting in accordance with company procedures.
• Actively contributing to continuous improvement initiatives by identifying process inefficiencies and supporting the implementation of service and operational enhancements.
• Proactively working with customers to identify opportunities to increase load volume in alignment with fleet availability and operational capacity.
• Regularly measuring business results against targets.

• Ensuring Customers’ and Fleet Managers’ needs are met and troubleshooting for sales and operational issues.

• Post-secondary education with at least 2 years work experience, or the equivalent in training and experience.
• Bilingualism (French/English) is considered an asset
• Strong customer service orientation with the ability to build and maintain positive customer relationships in a fast-paced operational environment.
• Excellent communication and interpersonal skills
• High level of attention to detail
• Proven organizational and time-management skills
• Proficiency in Microsoft Excel and other Microsoft Office applications for reporting and data tracking.
• Experience working within a Transportation Management System (TMS); experience with TMW is considered an asset.
• Analytical mindset with the ability to identify service issues, process gaps, and opportunities for continuous improvement.
• Experience in the transportation or logistics industry is considered an asset.