Senior Customer Service Representative - Fastfrate Group (Woodbridge)

Fastfrate Group is an equal opportunity employer committed to creating a diverse, inclusive, and accessible workplace. We welcome applications from women, visible minorities, Indigenous peoples, persons with disabilities, and all qualified individuals.
If you require an accommodation at any stage of the recruitment process, please contact us at [email protected] and we will work with you to meet your needs. Fastfrate Company Profile:
Fastfrate Group is one of North America’s largest privately owned transportation and logistics providers. Built on innovation, speed, and reliability, our national network connects major North American markets through seamless rail and road solutions, giving customers the strength of a full-service logistics partner.
From TL and LTL to drayage, warehousing, fulfillment, and final mile delivery, the Fastfrate Group provides true port-to-door solutions. Our integrated service model delivers seamless, end-to-end transportation and logistics support designed to move business forward.

Being part of the Fastfrate Group offers meaningful career opportunities, professional growth, and the ability to contribute to a company that plays a vital role in keeping Canada moving. Why you’ll love working here:

• A workplace where you can learn, grow, and build your career
• A culture that encourages new ideas and continuous improvement
• Supportive leaders who provide guidance while giving you autonomy
• A team-focused environment
• A competitive total-rewards package, including group benefits and a company-sponsored retirement savings plan
• Support for professional memberships, training, and certifications

The Opportunity:
This is your chance to join a team where your work truly makes an impact. In this role, you will contribute directly to the success of our customers, our operations, and the Fastfrate Group as a whole. You’ll work in a supportive environment that values collaboration, problem-solving, and continuous learning.
Role Summary:
Reporting to the Customer Service Supervisor, the Customer Service Representative is the first point of contact for Fastfrate Group customers from the initial booking, throughout transit, and until freight has successfully delivered. In addition, the Customer Service Representative interacts and communicates with internal partners to ensure the best possible customer service is provided from the start to end of transit for each customer’s loads.
Hours of Work:
Monday to Friday, 8:30am–4:30pm
Work Arrangement:
On-site
Position Type:
Non-Union
Employment Status:
Permanent
Compensation:
Salary: $43,000 - $53,000
Work Location & Environment:
9701 Hwy 50. Woodbridge, ON L4H 2G4
Office environment Key Accountabilities:
In this role, you will:

• 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

Qualifications
We’re looking for someone who brings:
Education & Experience:

• High school diploma or equivalent required.
• Post-secondary education in Logistics and Transportation, or a related field is considered an asset.
• Minimum 1–3 years of customer service experience, preferably in the transportation, logistics or freight industry.
• Knowledge of LTL, FTL, and general transportation operations is considered an asset.

Skills & Attributes:

• 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.
• Knowledge of transportation, logistics, and freight operations, including LTL and FTL shipping processes, is considered an asset.
• 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

How To Apply:
If you’re interested in joining our team, please submit your application through our online career portal. We appreciate all applicants; however, only those selected for an interview will be contacted.
Disclaimer: We use some technology-based tools, which may include artificial intelligence (AI), to support application screening; however, all hiring decisions include human review.