Logistics Client Service Representative

Omnitrans inc.•Montreal, QC

9d•Hybrid

About The Position

If you are looking for a positive work environment, a sense of belonging, purpose and happiness of human dimensions, where collaboration and continuous improvement are part of your day-to-day, and where you have a direct impact on the customer experience, you are at the right place ! Omnitrans, a leader in Canadian logistics and transportation service provider, is seeking a Client Service Representative , Courier Services to join our Courier Services team in Montreal.

Requirements

Completion of College degree
3 + years of working experience in the logistics industry
Proficient computer skills required (MS Office) and can quickly learn the company software and specific programs
Bilingual (French and English)
Ability to build strong customer relationships and delivering customer-centric solutions
Ability to organize and manage time efficiently
Ability to review information and resolve complex problems, collaborating with colleagues in order to satisfy clients needs

Responsibilities

Identify and assess clients’ needs to achieve satisfaction
Foster and enhance excellent client relationships through phone and email communication, providing quotes, tracking shipments, and processing package information.
Manage large volume of shipments and provide status updates, reports and key performance indicator (KPI) to clients
Coordinate scheduled pickups with vendors and provide support for any related inquiries
Follow up with clients/vendors and ensure resolution
Handle customer disputes, provide appropriate solutions and alternatives promptly, and escalate when deemed necessary
Process and log Claim cheques to be distributed to the clients
Initiate and follow up on tracers and delivery intercept
Initiate and follow up on claims against courier service providers
Perform general clerical duties, including credit notes and cheques requisitions
Redirect new client opportunities when they present themselves to the appropriate service center
Recognize and discuss improvement opportunities within the department’s processes