FLS Transportation is 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 the customer(s), responding to inquiries promptly, courteously, and effectively, proactively providing track-and-trace services, and following standard operating procedures to solve problems. This position reports to the Customer Service Supervisor and the Director of Operations.

Essential Duties & Responsibilities:
Data Entry:
Entering orders into the system according to customer standard operating procedures.
Utilize the 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 who need information about their orders.
Escalating issues to the Account Manager and/or Sales Executive promptly 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 Sales Executive.
Assisting in resolving customer issues relating to freight transportation.
Track and maintain customer records, including, but not limited to, customer standard operating procedures, contacts, rates quoted to the customer, and freight won versus lost, to contribute to the 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.
Troubleshooting any issues about the appointment process.
Order Tracking:
Contact carriers to track shipments daily and update the system.
Determine the carrier's ETA for pick-up and flag any potentially late pick-ups to the carrier, 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 the request to the Logistics Coordinator if necessary.
Additional Responsibilities:
Responsibility to cross train with other operations representatives on each others areas of responsibility.
Duties as assigned by management.
Requirements:
High school diploma or GED required. College Diploma/Bachelors degree.
Minimum 12 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 great attention to detail and accuracy.
Ability to follow direction.
Exceptional follow-up, conflict resolution and negotiation skills.
Strong computer knowledge and capabilities.
Ability and availability to work irregular or extended hours, including afternoons, nights, weekends, and potentially holidays.