Customer Service Representative

Shift: Monday to Friday (08:00-17:00) TRANSX LTD

TRANSX LTD

Operating for over 50 years, TransX LTD is one of the largest Canadian (CN Rail-owned) providers of premier integrated transportation and logistics services across North America. With 11 locations across Canada and the USA, approximately 900 company employees, and over 4,000 trucks, trailers, and containers, our team is dedicated to building strong business relationships and providing service excellence to support our customers' business needs. The TransX Group of Companies has an exciting opportunity for a Customer Service Representative to join the Customer Service department. Reporting to the Leader of LTL Customer Service, the Customer Service Representative is responsible for providing customers timely, accurate, and transparent information relating to their transportation and logistical needs. The Customer Service Representative proactively contacts customers with service updates, recovery plans, and corrective actions taken in improving customer satisfaction. Acting as the main point-of-contact, the Customer Service Representative 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 RESPONSIBILITIES

Act as the primary point of contact for assigned accounts, ensuring timely, complete, and proactive communication. Receive and process customer requests through the Customer Tracking System to manage closure. Accesses the company’s internal systems to obtain and extract order information and provide customer service management with the data for inclusion in various scheduled and special reports. 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. Facilitate customer discussions around service failures. Provide on the job training to customer representatives and other team members. Ensures & provides quality service to both internal and external customers by assisting with functions addressed by customers. Manage service delivery details while ensuring customer needs are met. Participates and provides expertise as a member of the customer service’s departmental team. The team’s objectives are to develop and recommend changes to existing methods and systems to increase the accuracy, efficiency and responsiveness of the customer service department as a whole. Work cross-functionally between the company teams to resolve quality issues and drive long-term quality improvements QUALIFICATIONS

Education

High School Diploma. Experience

Two (2) to five (5) years of applied customer service experience. Experience in the service or transportation/logistics industry, as well as an operations background (e.g., terminal experience in dock, planning, or management), is strongly preferred. Technical Skills

Proficiency with software applications including MS Excel, Word, PowerPoint, and Google applications. Experience with Customer Tracking Systems and data extraction and analysis techniques. Industry Knowledge

Understanding of the supply chain and transportation industry, specifically LTL service dynamics. Analytical & Problem-Solving Skills

Ability to analyze data to make sound decisions on corrective and preventive actions. High attention to detail with strong critical thinking skills. Soft Skills

Excellent interpersonal, written, and verbal communication skills. Strong negotiation, conflict resolution, and organization skills. High level of empathy and customer perspective while adhering to company processes. Self-motivated proactive change agent capable of managing multiple priorities under tight deadlines. 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

RRSP company match programs 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 TransX Ltd. is committed to building a culture of diversity, equity, and inclusion and 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.

#J-18808-Ljbffr