Customer Service Representative Job at Bison Transport (Mississauga)

Job Description

The Customer Service Representative (CSR) is responsible for facilitating accurately converting customer’s expectations into Bison’s programs and tools. The CSR leverages their understanding of Bison’s different modes and regional operating systems to ensure their customers’ orders are set up accurately for execution. The CSR builds relationships and communicates effectively with contacts within the customer’s supply chain to collaborate and share information on the status of their customer’s orders. The CSR helps support account profitability by executing accessorial agreements and facilitating productive use of Bison equipment.

Job Responsibility

Ensure orders are set up in Bison’s system accurately and in priority so that they can be executed by the different product, modal and regional teams
Update order changes/updates accurately and timely according to Bison’s standard operating procedures
Create and update complete shipper and consignee profiles, documenting any on-site requirements into operational and driver/carrier notes
Upload of all supporting documentation related to order set up/update as required
Communicate order updates to customers as requested (verbal or electronic)
Prepare any tracing reports while proactively identifying any potential areas of concern and escalating for action and adjusting communication accordingly
Manages conflict and navigates difficult conversations with customers with tact and diplomacy
Convey customer-specific needs across the organization to ensure proper execution of customer’s orders
Collaborates and actively communicates with the capacity/product/supply teams to identify solutions for current issues
Accountable to customer feedback on Bison’s performance compared to customer expectation
Executes rate agreements to facilitate timely invoicing and collection practices
Executes accessorial agreements to facilitate timely invoicing and collection practices
Utilizes available automation technology to maximize efficiencies and leverages experience to identify further automation opportunities
Updates trailer statuses in order and in Trailer Tools in a timely manner to facilitate efficient and productive use of Bison and partner carrier equipment
Update order status in a timely manner to facilitate efficient and productive use of Bison and partner carrier equipment

Requirements

2-3 years of related customer service experience
Prior Transportation, and/or Logistics experience is an asset
Sound analytical and critical thinking skills
The ability to thrive in a fast-paced, deadline-oriented environment
Strong ability to adapt to varying situations
Strong organizational skills with the ability to multitask, manage multiple accounts, competing priorities and meet timelines
Excellent oral, written and interpersonal communication skills
Proven ability to provide exceptional customer service to internal and external customers
Ability to work independently with minimal supervision as well as part of a team
High attention to detail and accuracy integrity with data collection and order entry

Nice to have

Prior Transportation, and/or Logistics experience

What we offer

Thrive in a supportive team that provides coaching and training to help develop your skills and progress your career
Dispersed work environments that promote a healthy work-life balance
Meaningful and impactful work and projects with an essential service provider
Join our engaging Wellness Program & extracurricular sports teams

Bison Transport - All Job Offers