Customer Service Representative

Job summary

The Customer Service Representative will serve as the primary contact for VIP accounts, managing high-priority ocean container movements and ensuring service excellence. They will coordinate with internal departments and global agents to resolve operational exceptions and provide end-to-end shipment visibility.

Job details

COSCO SHIPPING Lines (Canada) Inc. is a leading global ocean carrier with a rich history in the Canadian market. The company is launching a brand-new operations centre, COSCO SHIPPING NAOC – North America Operation Center, in Toronto, and we are seeking dynamic Customer Service Representatives, VIP. In this role, you will champion our top corporate accounts, manage high-priority ocean container movements, and ensure world-class service delivery. This is a full-time position based on 37.5 hours per week reporting to the Assistant General Manager of VIP Department of NAOC. Key Responsibilities General Customer Service Coordinator functions: Serve as the primary customer service contact for designated VIP and Key Account shippers, ensuring a high level of customer satisfaction and service excellence. Provide end-to-end shipment visibility and support through proactive tracking and tracing of cargo movements across rail networks, load ports, transshipment (T/S) ports, ports of discharge (POD), and inland transportation points and assist customers with booking amendments, shipment exceptions, and operational inquiries. Coordinate with internal departments, including Operations, Documentation, Logistics, and Customer Service teams, to resolve service issues and ensure timely solutions for VIP customers. Partner with Shippers, Door Operations Teams, and service providers to resolve door delivery and inland transportation-related issues. Create and process Third-Party Invoices for door move waiting time charges and other applicable service-related costs. Coordinate with the Global Service Center to facilitate VIP export booking processing and provide backup support to the GSC Closely collaborate with shippers, ports of discharge (POD), overseas agents, sales representatives, Overseas Service Center and corporate headquarters to resolve shipment issues, operational exceptions and support customer requirements. Create, maintain, and monitor pre-bookings to ensure timely cargo planning and execution Prepare and distribute customer-specific performance and shipment reports, including weekly reporting for strategic accounts. Perform other related duties, assist with cross-functional tasks and adapt to new systems or processes as directed by management. Skills/Requirement Post Secondary Education in Business, Supply Chain Management, Logistics, Transportation, or related fields. 1-3 years in ocean freight, shipping, logistics, transportation, or supply chain operations is preferred. Strong understanding of U.S. export shipping processes, documentation requirements, and outbound cargo operations. Experience providing enhanced customer service for VIP or Key accounts is a plus. Proficiency in Microsoft Office applications, including Excel, Outlook, Word, and PowerPoint. Flexibility to work varying start and end times, including statutory holidays, as required to meet operational and business needs. How to Apply Interested candidates are invited to submit their resume and cover letter for consideration. COSCO Shipping is committed to fostering an inclusive, diverse, and accessible workplace. We welcome applications from all qualified candidates, including persons with disabilities. Accommodation is available upon request throughout the recruitment and selection process. We thank all applicants for their interest. Only candidates selected for further consideration will be contacted

What you’ll do

The Customer Service Representative will serve as the primary contact for VIP accounts, managing high-priority ocean container movements and ensuring service excellence. They will coordinate with internal departments and global agents to resolve operational exceptions and provide end-to-end shipment visibility.

Requirements

Candidates should have post-secondary education in a relevant field and 1-3 years of experience in ocean freight or logistics. Proficiency in Microsoft Office and a strong understanding of U.S. export shipping processes are required.

Listed skills

• Customer service · Preferred
• Problem solving · Preferred
• Supply chain management · Preferred
• Microsoft Excel · Preferred
• Documentation · Preferred
• Reporting · Preferred
• Logistics · Preferred
• Microsoft Office · Preferred
• Microsoft Word · Preferred
• Microsoft Outlook · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Customer Service
• Ocean Freight
• Logistics
• Supply Chain Management
• Shipment Tracking
• Documentation
• Microsoft Office
• Excel
• Outlook
• Word
• PowerPoint
• U.S. Export Shipping
• Cargo Operations
• Problem Solving
• Reporting

Job areas

• Customer Service & Support
• Logistics
• Transportation
• Administrative