Customer Experience Representative

Cargojet•Hamilton, ON

About The Position

Accelerate your career with the most awarded Air Cargo Airline in Canada! Cargojet is Canada's leading provider of time-sensitive overnight air cargo services and carries over 1,300,000 pounds of cargo each business night. Cargojet operates its network across North America each business night, utilizing a fleet of all-cargo aircraft. Cargojet has been awarded one of Canada’s 50 Best Managed Companies as well as being awarded the Shipper’s Choice Award for the best Air Cargo Carrier in Canada for the past number of years. Being part of Cargojet will allow you to become a part of a diverse and vibrant family at the leading edge of the air cargo industry both domestically and internationally. Cargojet team members are dedicated, hardworking, and have a strong sense of leadership and commitment. Under the general direction of the Director, Customer Experience the chosen candidate will be responsible for providing a positive customer experience to all our customers by ensuring accurate on time information is transmitted to our customers and adhering to Company procedures and Regulatory Authorities.

Requirements

High School Graduate Diploma or equivalent.
2 years previous Customer Service experience or equivalent, preferably in a call centre.
Strong computer skills including proficiency in Microsoft Office – Outlook, Word, and Excel.
Ability to think analytically and execute tasks maturely in a fast-paced environment.
Excellent communication, problem-solving and time-management skills.
Ability to work well in a team environment.

Responsibilities

Engage with customers through various channels and be the central point of contact for customers.
Provide exceptional customer experience at each touchpoint, ensuring we meet or exceed customer demands.
Maintain relationships with customers and other service providers through proactive and regular contact.
Identify, rectify, and follow up on immediate customer problems with efficient communications to internal and external parties in real time.
Promptly notify all customers, via email or phone affected by flights that are delayed or cancelled.
Identify and assess customers’ needs to achieve full satisfaction and resolution.
Arrange bookings for customers, including any requirements beyond airport-to-airport.
Provide support to ULD and Trucking Logistics where needed.
Arrange trucking for various shipments within Canada, US, and Europe in coordination with Manager, Operations Logistics.
Help customers resolve issues/concerns with freight including alternate arrangements to destination, and paperwork errors.
Support specialized bookings such as Live Animals and Dangerous Goods.
Complete international and interline bookings ensuring all requirements are planned and coordinated in advance.
Accurately input AWB/freight information into customs system.
Complete various reports for customers e.g., ICS Matrix and Tracking Sheet.