Customer Service Representative

582507

Mississauga On, CA

Customer Service Representative III

CEVA Logistics is one of the leading logistics companies globally, with over 1,500 facilities in more than 170 countries offering a complete range of contract logistics, freight forwarding, transportation and distribution management services. It offers supply chain support, along with logistics consultation, industry specific customization, global level freight management and system implementation.

At CEVA, we put people first and we strive for better ways in everything we do; our culture is embodied by Boldness, Imagination, Exemplary and Excellence. With these values at the core of our business, our workplace employs 110,000 diverse, cohesive team members who hold each other accountable and encourage each other to create a safe, and inclusive work environment.

YOUR ROLE

Oversee all aspects of high-volume accounts relating to the transportation of goods and the maintenance of the client’s needs. Work with clients to establish detailed profiles and procedures that properly represent their export process. Models and acts in accordance with our guiding principles and core values.

WHAT ARE YOU GOING TO DO?

Observe and apply latest CEVA Ground & Rail Service Standards and Client Specific SLA based on client SOP/Contract

Trace and track customer's freight based on inquiries received from customers or based on agreed reporting requirements daily/weekly/monthly.

Maintain contact with operations regarding the airlines, trucking companies and any agents that will be handling the freight and ensure shippers and consignees are aware of any problems based on operations information shared and/or documented in the systems.

Verify that exceptions and delays are properly noted in systems by operations for shipments that have experienced delays or deviations from SLA.

Customer escalation management - responsible to accurately note down/compliment shipment information and then facilitate escalations related to customer delivery or return shipment executions and failures against SLA for resolution to operational staff and management.

Enter shipment data/milestones in systems related to or because of escalation/inquiry by customer – change of shipment details, change of pickup/delivery location or address, other details.

Note additional service requests and associated costs in systems based on customer/operations exchange – ensure proper email backup is kept and available for billing team.

Obtain shipment documentation and paperwork from customer if missing.

Update daily/weekly/monthly standard customer reporting as outlined and defined in customer SOPs/SLAs.

Connect customer inquiries to other departments where ownership resides outside of Customer Service.

Provide proof of delivery upon request.

Responsible for processing pick-up requests and entering data into the system.

Respond to and handle all daily customer service requests.

Notify customers of any delays in shipping and dispatching points.

Enter general shipment data in systems.

Perform other duties as assigned.

WHAT ARE WE LOOKING FOR?

Education and Experience: High School Diploma or GED; three to five years related experience. Three to four years industry experience, preferred.

Skills: Intermediate proficiency in Microsoft Office, internet, web-based and job specific software applications. Accurate typing skills and/or data entry skills. Ability to add, subtract, multiply and divide using units of U.S. currency, weight, volume and distance measurements. Must be able to read, write and speak English fluently

Characteristics: Ability to read and interpret documents and write routine correspondence. Responds promptly and professionally to customer needs. Gathers and analyzes information skillfully.

WHAT DO WE HAVE TO OFFER?

With a genuine culture of recognition, we want our employees to grow, develop and be part of our journey. We offer a benefits package with a focus on your wellbeing. This includes competitive Paid Time Off, 401(k), health insurance and an employee benefits platform that offers discounts on gym memberships and a diverse range of retail, travel, car and hospitality brands, including important offerings like pet insurance.

We are a team in every sense, and we support each other and work collaboratively to achieve our goals together.

It is our goal that you will be compensated for your hard work and commitment, so if you’d like to work for one of the top Logistics providers in the world then let’s work together to help you find your new role.

ABOUT TOMORROW

We value your professional and personal growth. That’s why we share plenty of career opportunities for you to thrive within CEVA. This role can be the first step on your career path with us. You can stay in the same job family, find a new family to grow in (an almost limitless number of options) or find your own path. Join CEVA for a challenging and rewarding career.

Pay Rate: $25.70 - $38.54/Hour

At CEVA we are committed to creating a safe and healthy work environment.

We offer

A Competitive Compensation PackageComprehensive Health & Dental Benefits

Professional Development Opportunities

Continuing Education

CEVA is an equal opportunity employer who agrees not to discriminate against any employee or job applicant and is committed to a diverse and inclusive workforce. Accommodations are available upon request for candidates with disabilities taking part in all aspects of the selection process.

We thank all candidates for applying, however, only successful candidates will be contacted for an interview.