Address customer inquiries, provide information, and resolve issues efficiently
Ensure all customer queries (via all channels) are responded to within agreed SLA & quality
Assist customers with documentation, including bills of lading and shipping instructions
Provide proactive shipment status updates to customers
Coordinate with internal teams for resolution and follow-ups
Promote digital platforms and educate customers on digital tools
Identify opportunities for upselling basic value-added services (VAS)
Contact customers and manage/coordinate system modifications when needed (vessel delays, call omits, roll over, cut & run, late VGM etc.)

University degree and transportation certificate an asset
Proven experience in a customer service role, preferably at least one year within the shipping, logistics, or transportation industry
Bilingual is a must
Fluent in written and spoken English and French; additional language skills are a plus
Excellent verbal and written communication skills, with the ability to effectively communicate complex information in a clear and concise manner
Strong problem-solving and decision-making abilities, with a customer-focused mindset
Ability to multitask and prioritize tasks in a demanding environment, while maintaining an elevated level of accuracy and diligence
Proficiency in using Salesforce software and other relevant tools, an asset
Exceptional people skills, with the ability to build and maintain strong relationships with customers and internal stakeholders
Flexibility to adapt to changing priorities and work collaboratively in a team environment
Strong organizational and time management skills, with the ability to meet deadlines and manage multiple customer requests simultaneously.

Customer Service Coordinator – Import

Key skills