Senior Customer Service Representative - Fastfrate Group (Woodbridge)

Challenger Motor Freight Inc.•Woodbridge, VA

2d•CA$43,000 - CA$53,000•Onsite

About The Position

Fastfrate Group is seeking a Senior Customer Service Representative to join their team. This role is crucial as the primary point of contact for customers, managing their experience from initial booking through to successful delivery. The representative will also collaborate with internal partners to ensure exceptional customer service throughout the transit process. This position offers meaningful career opportunities, professional growth, and the chance to contribute to a company vital to Canada's logistics network. The company fosters a supportive environment that values collaboration, problem-solving, and continuous learning, with a culture that encourages new ideas and continuous improvement.

Requirements

High school diploma or equivalent required.
Minimum 1–3 years of customer service experience, preferably in the transportation, logistics or freight industry.
Demonstrated commitment to customer satisfaction with a strong customer-focused approach.
Excellent verbal and written communication skills, with the ability to interact professionally with customers, drivers, and internal departments.
Strong problem-solving and conflict-resolution abilities, with a proactive approach to identifying and resolving service issues.
Highly organized with exceptional attention to detail and the ability to manage multiple priorities in a fast-paced environment.
Proficient computer skills, including experience with Microsoft Office applications and email platforms.
Ability to work independently while contributing positively within a team environment.
Professional, enthusiastic, and adaptable, with a strong work ethic and a positive attitude.
Strong time management skills and the ability to meet deadlines while maintaining accuracy and service quality.
Ability to analyze information, make sound decisions, and effectively coordinate solutions between customers and operations teams.

Nice To Haves

Post-secondary education in Logistics and Transportation, or a related field is considered an asset.
Knowledge of LTL, FTL, and general transportation operations is considered an asset.
Knowledge of transportation, logistics, and freight operations, including LTL and FTL shipping processes, is considered an asset.

Responsibilities

Serve as the primary point of contact for customers regarding shipments and transportation services.
Respond promptly to customer inquiries via phone, email, and other communication channels.
Provide shipment status updates, delivery confirmations, and estimated arrival times.
Handle customer complaints, concerns, and service issues professionally and efficiently.
Maintain positive customer relationships through proactive communication and problem resolution.
Investigate and communicate delays, exceptions, damages, shortages, and missed deliveries.
Escalate service failures and operational concerns to the appropriate departments.
Provide customers with proof of delivery (PODs), invoices, and shipment documentation upon request.
Support continuous improvement initiatives aimed at enhancing customer satisfaction and operational efficiency.
Performs other duties as required.