Customer Service Representative

Job summary

The Customer Service Representative acts as the primary point of contact for customers, providing accurate information regarding transportation and logistical needs. They are responsible for managing service delivery, resolving quality issues, and maintaining proactive communication to ensure customer satisfaction.

Job details

Customer Service Representative (PART-TIME) TRANSX LTD. Operating for over 50 years; the TransX is one of the largest Canadian 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 4000 trucks, trailers, and containers, our team is dedicated to building strong business relationships and providing service excellence to support our customer’s business needs. SUMMARY – Customer Service Representative Shift: Part Time- Saturday and Sunday- 08:00-17:00 TransX has an exciting opportunity for a Customer Service Representative to join our Customer Service team in the Winnipeg Terminal. The Customer Service Representative is responsible for providing customers timely, accurate and transparent information relating to their transportation and logistical needs. This position 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. Our Mission is to become the industry leader of the driver experience. We consider the driver to be the front line of our company. We strive to be consistently surpassing driver expectations by supporting all drivers in successfully meeting utilization targets while honoring home time. Our fleet team will be satisfied once our drivers have successfully met their full potential. 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 Duties and responsibilities include, but are not limited to: * Ensure that customer communication regarding issues is timely and complete, and build proactive communication into daily processes * Act as the main point-of-contact to assigned customer accounts. * Receives and processes customer requests utilizing Customer Tracking System (manage to delivery) * Initiates required action for response to customer service requests for order delays, communicates changes to the appropriate personnel/departments. Facilitate customer discussions around service failures. * Accesses the company’s internal systems to obtain and extract order information and provide customers with the data for inclusion in various scheduled and special reports. * Ensures and provides quality service to both internal and external customers. * Assist other functions in addressing customer concerns * Manage service delivery details ensuring customer needs are met. * Work cross-functionally between the company teams to resolve quality issues and drive long-term quality improvements. * 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. * Lead by example. SKILLS & KNOWLEDGE Education * Must have completed high school or equivalent. Experience * Two to five years of applied customer service experience. * Experience in service or transportation industries. * Proficiency in software applications MS Word, PowerPoint, Excel, Google mail. * 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). * Significant knowledge of and data extraction and analysis techniques. * Demonstrated ability to function as a proactive change agent, passionate about quality and customer loyalty. * 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 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.

What you’ll do

The Customer Service Representative acts as the primary point of contact for customers, providing accurate information regarding transportation and logistical needs. They are responsible for managing service delivery, resolving quality issues, and maintaining proactive communication to ensure customer satisfaction.

Requirements

Candidates must have a high school diploma or equivalent and two to five years of applied customer service experience, preferably in the transportation industry. Proficiency in Microsoft Office applications and strong analytical, negotiation, and communication skills are required.

Benefits

• Competitive compensation • Partnered training programs • Learning supports • Annual employee recognition events • Years of service awards • Employee spotlights • Safety recognition • Annual performance incentives • Employee and family assistance program • Work-life balance • Corporate discounts

Listed skills

• Customer service · Preferred
• Problem solving · Preferred
• Attention to detail · Preferred
• Data analysis · Preferred
• Microsoft Excel · Preferred
• Negotiation · Preferred
• Communication · Preferred
• Logistics · Preferred
• Critical Thinking · Preferred
• Microsoft Word · Preferred
• Conflict Resolution · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Customer service
• Transportation industry knowledge
• Logistics
• Data extraction
• Data analysis
• Negotiation
• Conflict resolution
• Communication
• Problem solving
• Critical thinking
• Attention to detail
• Microsoft Word
• PowerPoint
• Excel
• Google Mail
• Data Analysis
• Management
• Problem Solving
• Leadership
• Innovation
• Microsoft PowerPoint
• Microsoft Excel
• Detail Oriented
• Organizational Skills
• Accountability
• Customer Service
• Self-Starter
• Self-Motivation
• Critical Thinking
• Teamwork
• Newsletters
• Customer Communications Management
• Quality Improvement
• Conflict Resolution
• Empathy
• Loyalty Programs
• Corrective And Preventive Action (CAPA)
• Data Extraction
• Diversification (Investing)

Job areas

• Customer Service & Support
• Logistics
• Transportation
• Customer Service Representative
• Customer Service Representative (General)
• Inquiry Clerks
• Customer Service Representatives