Job Title: Customer Service RepresentativeJob Description

The Customer Service Representative plays a key role in supporting customers in an LTL transportation environment by responding to inquiries, tracking freight, coordinating pickup and delivery details, resolving service issues, and maintaining accurate shipment records. This position works closely with dispatch, operations, warehouse, sales, and partner carriers to deliver timely, professional, and dependable service while building strong, long-term customer relationships.

Responsibilities

- Respond promptly and professionally to customer inquiries by telephone and email.
- Provide accurate shipment status, transit-time, pickup, and delivery information using company systems and operational updates.
- Trace freight and follow up on delayed, missing, damaged, refused, or other exception shipments to ensure timely resolution.
- Coordinate customer requests with dispatch, operations, warehouse staff, sales, and partner carriers to meet service expectations.
- Record complete and accurate customer communications, shipment notes, service requests, and follow-up actions in the appropriate systems.
- Identify urgent or recurring service issues and elevate them to the appropriate supervisor or department when necessary.
- Manage multiple customer requests simultaneously while meeting response-time expectations and maintaining strong attention to detail.
- Follow customer-specific procedures, company policies, and established standard operating procedures consistently.
- Support and strengthen customer relationships by communicating clearly, setting realistic expectations, and following issues through to resolution.




- Collaborate closely with dispatch and operations teams to ensure accurate shipment tracing, documentation, and service delivery.
- Apply sound judgment, patience, and practical conflict-resolution skills when handling service concerns or dissatisfied customers.
- Maintain composure and professionalism when dealing with urgent situations, frustrated customers, and changing priorities.
- Prioritize a high volume of requests, maintain accurate records, and meet follow-up commitments in a fast-paced environment.
- Participate in in-house training and development programs and take ownership of personal growth to assume more responsibility over time.

Essential Skills

- 12 years of customer service experience in a customer-facing or client-facing role.
- Very strong written and verbal communication skills, including professional email and phone etiquette.
- Comfortable working through a high volume of customer requests while maintaining accuracy and professionalism.
- Strong overall computer skills, including proficiency with email, Microsoft Outlook, Word, and Excel.
- Ability to work with customer or transportation management systems and handle basic Excel and data-management tasks.
- Ability to prioritize multiple requests, maintain accurate records, and consistently meet follow-up commitments.




- Customer focus and professional communication skills when dealing with diverse customer needs.
- Strong organization, prioritization, and follow-through abilities.
- Collaborative mindset for working effectively with dispatch, operations, warehouse, and sales teams.
- Problem-solving skills and the ability to elevate issues appropriately when required.
- Composure and resilience when handling urgent issues or dissatisfied customers in a fast-paced workplace.
- Previous customer service experience is required; exposure to transportation, LTL, courier, warehousing, or logistics is an asset.
- High school diploma or equivalent.

Additional Skills & Qualifications

- Transportation or logistics experience, particularly in LTL or trucking, is a strong asset.
- Previous experience with transportation or customer management systems.
- Understanding of freight movement, transit times, delivery processes, and shipment documentation.
- Education in customer service, business, or logistics is beneficial.
- Personable and polished approach when interacting with customers.
- Strong written communication skills for clear, concise, and professional correspondence.
- Calm and composed demeanor when customers are frustrated or service issues arise.
- Punctual, reliable, and consistently dependable in attendance and performance.
- Self-motivated, takes ownership of tasks, and does not require constant direction.
- Comfortable asking questions and elevating issues when appropriate.
- Team-first mentality and willingness to collaborate and support colleagues.
- Comfortable with changing priorities and adapting to a change-driven environment.
- Desire to grow within the organization and take on

📌 Customer Service Representative (Burnaby)
🏢 Aston Carter
📍 Burnaby