Customer Service Representative

R W Tomlinson•Ottawa, ON

3d•Hybrid

About The Position

We are seeking a motivated and versatile Customer Service Representative to provide exceptional customer service while supporting key operational functions. This hybrid role is primarily focused on customer service and includes cross-trained coverage for dispatch and scale operations, as well as support for route closing, invoice reconciliation, and overall data quality. The successful candidate will be cross-trained in multiple functions to provide coverage during vacations, absences, and peak operational periods. The ideal candidate will be customer-focused, highly organized, and comfortable working in a fast-paced environment. They will assist customers, coordinate service requests, maintain accurate information in company systems, and support operational activities to ensure efficient, seamless service delivery.

Requirements

High school diploma or equivalent.
A minimum of two years of experience in customer service, administration, dispatch, logistics, transportation, or a related field.
Strong communication and interpersonal skills with a customer-focused approach.
Excellent organizational skills and attention to detail.
Proficiency with computer systems, Microsoft Office applications, and data entry processes.
Ability to multitask, prioritize work effectively, and adapt to changing business needs.
Strong problem-solving skills and the ability to work independently in a fast-paced environment.

Responsibilities

Answer incoming phone calls and respond to customer inquiries in a professional, courteous, and timely manner.
Process service requests, schedule changes, new orders, and account updates in accordance with company policies and procedures.
Resolve customer concerns and complaints effectively through active listening, problem-solving, and follow-up.
Conduct proactive customer outreach as required.
Maintain accurate records of customer interactions, transactions, and service requests within company software systems.
Follow up with customers to ensure satisfaction and identify opportunities for service improvement.
Collaborate with operations, dispatch, sales, and billing teams to ensure seamless customer service and issue resolution.
Provide dispatch coverage during vacations, absences, and peak operational periods.
Assist with coordinating daily vehicle routes, driver schedules, and service requests.
Communicate with drivers and operations personnel regarding route updates, service changes, and customer requirements.
Monitor service completion and assist in resolving routing and scheduling issues.
Support the dispatch team in maintaining accurate operational records and documentation.
Provide scale-attendant coverage during vacations, absences, and peak operational periods.
Operate scale systems to accurately record incoming and outgoing vehicle weights.
Verify customer information, materials received, and related documentation.
Process transactions and maintain accurate scale records and reports.
Ensure compliance with company procedures, environmental regulations, and site safety requirements.
Provide professional customer service to drivers, contractors, and site visitors.