Customer Service Representative - #382223

FLS Transportation is actively searching for a Customer Service Representative for their Oakville, ON branch.

The Customer Service Representative is an entry-level position providing operational support to Account Managers and Sales Executives. These activities include facilitating the day-to-day business needs of customer(s), responding to inquiries in a prompt, courteous and effective manner, proactively providing track and trace services, and following standard operating procedures to problem solve. This position reports to the Customer Service Supervisor and/or the Director of Operations.

Essential Duties & Responsibilities:

Data Entry:

• Entering orders into the system according to customer standard operating procedures.
• Utilize TMS system to address issues and document interaction with carriers, shippers, consignees and/or clients.
  
  

Verification and Escalation:

• Verifying pertinent shipment information such as purchase order number, pick up number, delivery number, shipper information and hours of operation, receiver information and hours of operation, quantities, and special requirements.
• Trouble-shooting any issues arising during the verification process.
• Receive inbound phone calls from carriers, shippers and/or consignees that have a need for information related to their order.
• Escalating issues to Account Manager and/or Sales Executive in a timely manner when necessary.
• Escalation of issues via the correct customer channels, as directed by the Account Manager and/or Sales Executive.
  
  

Client Relations:

• Providing customer updates as requested by Account Manager and/or Sales Executive.
• Assisting in resolving customer issues relating to the freight transportation.
• Track and maintain customer records, this could include, but not limited to; customer standard operating procedures, contacts, rates quoted to the customer and freight won versus lost, to contribute to pricing database.
  
  

Appointments:

• Setting pick-up or delivery appointments and entering appointments in the system.
• Requesting appointment changes as per related standard operating procedures.
• Ensuring all parties are advised of appointment times.
• Trouble-shooting any issues arising pertaining to the appointment process.
  
  

Order Tracking:

• Contacting carriers for daily tracking of shipments and updating system.
• Determining carrier ETA for pick up and flagging any potentially late pick-ups to carrier and Account Manager and/or Sales Executive.
• Determining carrier ETA for delivery and flagging any potentially late deliveries to carrier and the Account Manager and/or Sales Executive.
• Provide ad-hoc information to carriers as requested, or forward request to Logistics Coordinator if necessary.
  
  

Additional Responsibilities:

• Responsibility to cross train with other operations representatives on each other’s areas of responsibility.
• Duties as assigned by management.
  
  

Requirements:

• High school diploma or GED required. College Diploma/Bachelor’s degree.
• Minimum 1–2 years of experience (customer service preferred) in 3PL/transportation brokerage.
• Excellent oral and written communication skills.
• Strong data entry, customer service and troubleshooting skills.
• Ability to work within a team as well as independently in a fast-paced environment.
• Well-organized with high attention to detail and accuracy.
• Ability to follow direction.
• Exceptional follow-up, conflict resolution and negotiation skills.
• Strong computer knowledge and capabilities.
• Ability and availability to work irregular or extended hours including afternoons, nights, weekends and potentially holidays as needed.
  
  

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