Customer Service Representative - Intermodal Operations
Top Benefits
About the role
TransX has an exciting opportunity for a Customer Service Representative (CSR) to join our Intermodal Operations team in Mississauga. The Customer Service Representative proactively contacts customers with service updates, recovery plans, and corrective actions taken in improving customer service. Acts as the main point-of-contact to the customer and is responsible for developing long-lasting relationships between the organization and the customer. As a leader within TransX, the position is expected to align with the TransX Core Values for Teamwork, Safety, Innovation, Accountability, Integrity, and Respect.
KEY ACTIVITIES
Shift: Monday to Friday; 8:00 AM to 5:00 PM EST
- Act as the main point-of-contact to assigned customer accounts.
- Create and foster relationships with key customer contacts.
- Act as the FPOC (for ACs, Back Office, Management) for all questions relating to their customer(s)
- Respond to events requiring attention to ensure loads are delivered on time and claims free – Service Failures and Service Notifications and ensuring that customer communication regarding issues is timely and complete.
- Initiates required action for response to customer service requests for order changes, including the maintenance of order/customer information files and communicates changes to the appropriate personnel/departments.
- Accesses the company’s internal systems to obtain and extract order information as required by internal and external customers while providing quality service. Order entry, schedule (book, rebook, cancel) pickup and delivery appointment times.
- Assist other functions in addressing customer concerns. Alert management to areas of concern with regards to customer accounts such as consistent late deliveries, service levels, fluctuation in number of loads tendered, Service Failures/Notifications, etc.
- Work cross-functionally between the company teams to resolve quality issues and drive long-term quality improvements.
- Notify customers of pending accessorials: charges include detention, storage, attempted pick up/delivery, redelivery, rework etc. and promptly process authorization for charges once received
- Participates and provides expertise as a member of the customer service’s departmental team. The team's objectives are developed and recommend changes to existing methods and systems to increase the accuracy, efficiency, and responsiveness of the customer service department as a whole.
SKILLS & KNOWLEDGE
Education
- High School Diploma.
Experience
- Minimum 3 years of customer service experience.
- Experience in transportation/operations industries is preferred
- Experience in software applications such as Trimble, MS Word, PowerPoint, Excel, and Gmail an asset.
- Capable of analyzing data to make sound decisions on suitability and effectiveness of corrective and preventive actions.
- Strong negotiation, conflict resolution and customer service skills.
- Ability to interface and communicate effectively with all levels of employees, management, and diverse audiences, including suppliers and internal/external customers.
- Possess a high level of empathy and understanding of the customer perspective to be able to identify, solution, and satisfactorily resolve customer issues, while protecting company processes.
- Excellent communication skills (interpersonal, oral and written).
- Proven attention to detail, with excellent analytical, critical thinking, problem solving, and personal organization skills.
- Self-motivated, self-starter capable of remaining flexible to changing work priorities.
- Effective at managing multiple priorities under tight deadlines, with the ability to bring assignments to a successful completion.
BENEFITS & PERKS
WHY JOIN TRANSX?
- Large, Canadian owned company
- Operating for over 50 years
- Leading transportation and logistics services
- 11 Terminals across North America
- Competitive compensation
- Partnered training programs and learning supports
BENEFITS
- Comprehensive group health benefits
- RRSP company match programs
- Referral bonus program
- Training and tuition reimbursement
RECOGNITION PROGRAMS
- Annual employee recognition & appreciation events
- Years of service awards
- Employee spotlights in our TransX Newsletter
- Safety recognition
- Annual performance incentives
OTHER PERKS
- Employee and family assistance program
- Encouraged work-life balance
- Corporate discounts at partnered organizations (gyms, travel, clothing, equipment, etc.)
- Team environment
- Professional & personal growth
APPLY TODAY!
TransX Ltd. is committed to building a culture of diversity, equity and inclusion also welcomes applications from women, racialized persons, Indigenous peoples, persons with disabilities, and persons of all sexual orientations and genders. All qualified individuals who would contribute to the further diversification of our organization are encouraged to apply.
If you require accommodation for the recruitment process, please let us know at the point of application.
We thank all candidates for their interest; however, only candidates selected for an interview will be contacted.
Customer Service Representative - Intermodal Operations
Top Benefits
About the role
TransX has an exciting opportunity for a Customer Service Representative (CSR) to join our Intermodal Operations team in Mississauga. The Customer Service Representative proactively contacts customers with service updates, recovery plans, and corrective actions taken in improving customer service. Acts as the main point-of-contact to the customer and is responsible for developing long-lasting relationships between the organization and the customer. As a leader within TransX, the position is expected to align with the TransX Core Values for Teamwork, Safety, Innovation, Accountability, Integrity, and Respect.
KEY ACTIVITIES
Shift: Monday to Friday; 8:00 AM to 5:00 PM EST
- Act as the main point-of-contact to assigned customer accounts.
- Create and foster relationships with key customer contacts.
- Act as the FPOC (for ACs, Back Office, Management) for all questions relating to their customer(s)
- Respond to events requiring attention to ensure loads are delivered on time and claims free – Service Failures and Service Notifications and ensuring that customer communication regarding issues is timely and complete.
- Initiates required action for response to customer service requests for order changes, including the maintenance of order/customer information files and communicates changes to the appropriate personnel/departments.
- Accesses the company’s internal systems to obtain and extract order information as required by internal and external customers while providing quality service. Order entry, schedule (book, rebook, cancel) pickup and delivery appointment times.
- Assist other functions in addressing customer concerns. Alert management to areas of concern with regards to customer accounts such as consistent late deliveries, service levels, fluctuation in number of loads tendered, Service Failures/Notifications, etc.
- Work cross-functionally between the company teams to resolve quality issues and drive long-term quality improvements.
- Notify customers of pending accessorials: charges include detention, storage, attempted pick up/delivery, redelivery, rework etc. and promptly process authorization for charges once received
- Participates and provides expertise as a member of the customer service’s departmental team. The team's objectives are developed and recommend changes to existing methods and systems to increase the accuracy, efficiency, and responsiveness of the customer service department as a whole.
SKILLS & KNOWLEDGE
Education
- High School Diploma.
Experience
- Minimum 3 years of customer service experience.
- Experience in transportation/operations industries is preferred
- Experience in software applications such as Trimble, MS Word, PowerPoint, Excel, and Gmail an asset.
- Capable of analyzing data to make sound decisions on suitability and effectiveness of corrective and preventive actions.
- Strong negotiation, conflict resolution and customer service skills.
- Ability to interface and communicate effectively with all levels of employees, management, and diverse audiences, including suppliers and internal/external customers.
- Possess a high level of empathy and understanding of the customer perspective to be able to identify, solution, and satisfactorily resolve customer issues, while protecting company processes.
- Excellent communication skills (interpersonal, oral and written).
- Proven attention to detail, with excellent analytical, critical thinking, problem solving, and personal organization skills.
- Self-motivated, self-starter capable of remaining flexible to changing work priorities.
- Effective at managing multiple priorities under tight deadlines, with the ability to bring assignments to a successful completion.
BENEFITS & PERKS
WHY JOIN TRANSX?
- Large, Canadian owned company
- Operating for over 50 years
- Leading transportation and logistics services
- 11 Terminals across North America
- Competitive compensation
- Partnered training programs and learning supports
BENEFITS
- Comprehensive group health benefits
- RRSP company match programs
- Referral bonus program
- Training and tuition reimbursement
RECOGNITION PROGRAMS
- Annual employee recognition & appreciation events
- Years of service awards
- Employee spotlights in our TransX Newsletter
- Safety recognition
- Annual performance incentives
OTHER PERKS
- Employee and family assistance program
- Encouraged work-life balance
- Corporate discounts at partnered organizations (gyms, travel, clothing, equipment, etc.)
- Team environment
- Professional & personal growth
APPLY TODAY!
TransX Ltd. is committed to building a culture of diversity, equity and inclusion also welcomes applications from women, racialized persons, Indigenous peoples, persons with disabilities, and persons of all sexual orientations and genders. All qualified individuals who would contribute to the further diversification of our organization are encouraged to apply.
If you require accommodation for the recruitment process, please let us know at the point of application.
We thank all candidates for their interest; however, only candidates selected for an interview will be contacted.