Overview
Customer Service Representative Jobs in Oakville, ON at FLS Transportation Service Limited
Full job description
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, conf…
Title: Customer Service Representative
Company: FLS Transportation Service Limited
Location: Oakville, ON
Category:
