Customer Service Representative

• 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

• 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

Prior Transportation, and/or Logistics experience

• 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