Customer Service Representative - Call Centre

*CS-1 Transportation Inc. *is a leading *3PL Freight Broker (Non-Asset-based).* We are the solution provider to customers needing to move freight domestically within Canada, USA and cross border. We have been named in *The Growth 500* - 4 years in a row.

We are looking to add to our _*customer service team*_.

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*Position:* Customer Service Representative

*Job Type: *Full-time, Permanent

*Hours:* 8 hour shift (Monday to Friday) including statutory holidays

*Office or Hybrid:* This is an office-based position in Burlington, Ontario

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*Main Purpose of Job:*

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.

*Reports to:* Customer Service Manager or Supervisor

*Duties and 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 *150 emails and phone calls daily*.

The primary objective will be to *oversee and track the progress of ongoing shipments.* However, this role will specialize in customs (PAPs, PARs) and insurance.

Other duties 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 (including insurance)
* 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

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*Requirements/Skills:*

* Minimum of 1 year of prior 3PL broker industry experience (preferred)
* Knowledgeable in customs documents (*PAPs, PARs*) is 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

*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*

_Please note that part of our interview process includes various assessments. If you require accommodations during this process please inform our HR Manager._

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