Customer Service Representative - Fastfrate Group (Montreal)

Customer Service Representative

POSITION SCOPE: The Customer Service Representative, under the supervision of the Customer Service Supervisor, performs a variety of tasks to meet customer needs by ensuring the customers have required information regarding their shipment. The position requires excellent communication and interpersonal skills as well as good computer skills, and planning and organization ability necessary to perform the role effectively.

DUTIES AND RESPONSIBILITIES:

• Enhance customer relationships by providing exemplary customer service to clients.
• Inform customers of other services available through Fastfrate or related businesses.
• Respond to customer queries regarding the status of their shipment, such as bills of lading, proof of delivery, pick ups, delayed or lost shipments, etc.
• Maintain accurate manual and computer records of customer shipments.
• Anticipate and facilitate resolution to problems.
• Trace shipments as required.
• Coordinate special project PO pick and pack between the customer and the dock.
• Manage the special project orders from time of execution through to final delivery.
• Main point of contact for special project accounts.
• Liaise with branch or other personnel regarding damaged/refused freight, packing slip details, contact information, POs, etc.
• Prepare and update reports for supervisor and sales representatives as required, such as sales, on-time carrier and manifest reports.
• Perform other duties as required.

QUALIFICATIONS:

• Minimum 2 years customer service or logistics experience in the transportation industry.
• Excellent interpersonal and communication skills.
• Good problem resolution skills.
• Good computer literacy, including MS Office.
• Ability to work effectively in a team environment.
• Ability to organize, schedule and follow instructions.
• Ability to work effectively under pressure to meet deadlines.
• Knowledge of transportation industry mandatory.
• Bilingual: English / French.