Operations Customer Service Representative

Intelcom • Winnipeg, MB

3d • Onsite

About The Position

Intelcom | Dragonfly is Canada’s leader in last-mile logistics, with over 100 sorting stations and operations across three continents. Our vision is to deliver fast, accurate, and reliable service powered by cutting-edge technology. This role is at the heart of our operations, supporting various warehouse and customer service functions.

Requirements

• Ability to assist in unloading trailers and verify freight against manifests
• Proficiency in scanning, sorting, and processing packages
• Experience with van audits and supporting sorting operations
• Skills in supporting shipping, receiving, dispatching, and inventory management
• Capability to support and maintain warehouse systems for operational efficiency
• Experience in processing returns and completing required documentation
• Ability to handle customer pickups and provide front desk assistance
• Skill in resolving delivery issues by following SOPs and coordinating with relevant teams
• Capacity to escalate special cases to management
• Proficiency in printing labels and preparing required documentation
• Experience in processing broker returns and return-to-clients shipments
• Ability to prepare daily reports and maintain accurate records
• Data entry skills
• Willingness to train and mentor new employees
• Collaboration with Operations teams to uphold quality standards
• Ability to complete supervisor-assigned tasks
• Commitment to maintaining a clean, organized, and hazard-free work environment
• Adherence to all Health & Safety protocols
• Ability to provide support for clients and IDCs
• Customer service skills via phone and email
• Experience in processing customer service email requests

Nice To Haves

• Experience in a fast-paced warehouse setting
• Familiarity with shift-based schedules

Responsibilities

• Assist in unloading trailers and verify freight against manifests
• Scan, sort, and process packages, including defective items and returns
• Conduct van audits and support sorting operations
• Support and assist shipping, receiving, dispatching, and inventory management
• Support and maintenance warehouse systems and ensure operational efficiency
• Process returns and complete required documentation in accordance with SOPs
• Handle customer pickups and provide front desk assistance to customers
• Resolve delivery issues by following SOPs and coordinating with relevant teams
• Escalate special cases to management when needed
• Print labels and prepare required documentation
• Process broker returns and return-to-clients shipments
• Prepare daily reports and maintain accurate records
• Perform data entry tasks as needed
• Train and mentor new employees
• Collaborate with Operations teams to uphold quality standards
• Complete supervisor-assigned tasks as required
• Maintain a clean, organized and hazard-free work environment
• Comply with all Health & Safety protocols
• Provide support for clients and IDCs
• Respond to customer inquiries via phone and email
• Process customer service email requests
• Other duties as assigned

Benefits

• Short- and medium-term growth opportunities
• Comprehensive group insurance
• Group RRSP program
• Employee Assistance Program

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed