Customer Service Representative

Transx Ltd•Winnipeg, MB

12d•Onsite

About The Position

TransX Ltd. is seeking a Customer Service Representative to join their team in the Winnipeg Terminal. This role is responsible for providing customers with timely, accurate, and transparent information regarding their transportation and logistical needs. The representative will proactively communicate service updates, recovery plans, and corrective actions to customers, acting as the main point-of-contact to build long-lasting relationships. The company mission is to be the industry leader in driver experience, supporting drivers in meeting utilization targets and honoring home time. The position is expected to align with TransX Core Values: Teamwork, Safety, Innovation, Accountability, Integrity, and Respect.

Requirements

Completed high school or equivalent.
Two to five years of applied customer service experience.
Experience in service or transportation industries.
Proficiency in MS Word, PowerPoint, Excel, and 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.
High level of empathy and understanding of the customer perspective to identify, solution, and satisfactorily resolve customer issues while protecting company processes.
Excellent communication skills (interpersonal, oral and written).
Significant knowledge of 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.

Responsibilities

Ensure timely and complete customer communication regarding issues, building proactive communication into daily processes.
Act as the main point-of-contact for assigned customer accounts.
Receive and process customer requests using the Customer Tracking System (manage to delivery).
Initiate required actions for customer service requests for order delays, communicate changes to appropriate personnel/departments, and facilitate customer discussions around service failures.
Access internal systems to obtain and extract order information for customers, providing data for scheduled and special reports.
Ensure and provide quality service to both internal and external customers.
Assist other functions in addressing customer concerns.
Manage service delivery details to ensure customer needs are met.
Work cross-functionally between company teams to resolve quality issues and drive long-term quality improvements.
Participate and provide expertise as a member of the customer service departmental team, recommending changes to existing methods and systems to increase accuracy, efficiency, and responsiveness.
Lead by example.

Benefits

Competitive compensation
Partnered training programs and learning supports
Comprehensive group health benefits
RRSP company match programs
Referral bonus program
Training and tuition reimbursement
Annual employee recognition & appreciation events
Years of service awards
Employee spotlights in our TransX Newsletter
Safety recognition
Annual performance incentives
Employee and family assistance program
Encouraged work-life balance
Corporate discounts at partnered organizations (gyms, travel, clothing, equipment, etc.)
Team environment
Professional & personal growth