Customer Service Specialist

Kintetsu World Express Inc.•Mississauga, ON

1d•CA$55,000 - CA$68,000•Hybrid

About The Position

At KWE, we are one of Canada’s fastest growing 3PL service providers. With a global network and a commitment to excellence, we deliver world-class logistics solutions to our customers. Our success is built on the dedication of our people; many of our leaders started in entry-level roles and grew their careers with us. If you’re looking for a place where hard work and ambition are recognized and rewarded, we’d love to meet you. We are seeking a Customer Service Specialist to support the execution and continuous improvement of our Customer Service Department. In this role, you will coordinate end-to-end shipment processes, ensuring all documentation is accurate, compliant with company policies and global regulations, and completed in a timely manner. You will play a key role in facilitating communication among internal teams, carriers, vendors, and customers to maintain operational flow. You will be required to provide customer service and sales support within the International Operations & Customer Departments and will also act as a liaison between internal staff members and outside customers.

Requirements

Formal Academic Training in related field of study from two-year college or technical school; or 2 to four years related experience and/or training; or equivalent combination of education and experience.
Microsoft excel/work as a basic skill.
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
Ability to write reports and business correspondences.
Ability to effectively present information and respond to questions from groups of managers, clients, and customers.
Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.
Proficient personal computer skills including electronic mail, record keeping, routine database activity, word processing, spreadsheet, etc.

Responsibilities

Serve as the primary point of contact for client inquiries, concerns, and escalations, delivering exceptional, solutions-oriented customer service.
Manage key and/or complex customer accounts, ensuring service excellence across international air and ocean freight shipments.
Coordinate and monitor import and export shipments with overseas offices, including tracking, issue resolution, and pre-alert notifications.
Respond promptly to international inquiries and proactively troubleshoot shipment-related issues to minimize delays and disruptions.
Maintain strong relationships with customers, overseas offices, carriers, and vendors to ensure smooth end-to-end operations.
Assist the Sales team with rate quotes and service solutions for air, ocean, and integrated logistics offerings.
Prepare accurate and timely reports for management and customers.
Ensure all shipment data is accurately entered and maintained in internal systems for billing and reporting purposes.
Maintain organized and compliant documentation and filing systems in line with company and ISO standards.
Participate in team meetings and contribute to achieving departmental and operational objectives.
Support customer retention initiatives, including participation in meetings and client engagement activities.
Comply with all company safety policies and report any unsafe conditions to management.
Provide back up support and training within department during busy periods, vacations, and unexpected employee absences.