Customer Service Representative

Job Title: Customer Service Representative Job 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 escalate 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 escalate issues appropriately when required.
- Composure and resilience when handling urgent issues or dissatisfied customers in a fast-paced environment.
- 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 escalating 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 more responsibility over time.
- Ability to work effectively with different personalities internally and externally.
- Good judgment, patience, and practical conflict-resolution skills when handling service concerns.
- Demonstrated initiative, ownership, and willingness to help or delegate where appropriate.
Work Environment
This is an office-based role within a fast-paced transportation environment, working closely with dispatchers, rates team members, and fellow customer service representatives. The schedule is Monday to Friday, 40 hours per week, with standard 8-hour shifts (examples include 8:00 a.m.4:30 p.m. or 9:00 a.m.5:30 p.m.). The work involves prolonged sitting, regular computer use, telephone calls, and data entry, with no regular heavy lifting or significant travel expected. The environment includes frequent interruptions, changing priorities, time-sensitive decisions, and close interaction between customer service, dispatch, warehouse, and operations. The organization plans to relocate to a brand-new, state-of-the-art facility in Richmond, reflecting a significant investment in the workplace and long-term growth. Team members are expected to be punctual, reliable, self-motivated, and ownership-driven, with a strong emphasis on teamwork, initiative, and adaptability. Benefits include a fully paid benefits package after a short waiting period, retirement savings plan eligibility after several years, two weeks of vacation, in-house training, and a structured advancement program funded by the company, providing clear opportunities for career growth for those who show initiative and a desire to develop.
Job Type & Location
This is a Permanent position based out of Burnaby, BC.
Pay and Benefits
The pay range for this position is $50000.00 - $52000.00/yr. Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.
Job Type & Location
This is a Permanent position based out of Burnaby, BC.
Workplace Type
This is a fully onsite position in Burnaby,BC.

À propos d'Aston Carter

Aston Carter fournit des solutions de talent de classe mondiale à des milliers de clients à travers le monde. Spécialisés dans la comptabilité, la finance, les ressources humaines, lacquisition de talents, les achats, la chaine dapprovisionnement, et certaines professions administratives, nous étendons les capacités des entreprises à la pointe de lindustrie. Nous nous appuyons sur notre profonde expertise en matière de recrutement et sur notre vaste réseau pour répondre aux besoins évolutifs de nos clients et de notre communauté de talents avec agilité et excellence. Avec des bureaux aux États-Unis, au Canada, en Asie et en Europe, Aston Carter est au service dun grand nombre dentreprises du classement Fortune 500. Nous sommes fiers davoir remporté la désignation « Prix Platine » dans le cadre des prix Best of Staffing® Client et Talent décernés par ClearlyRated.

Aston Carter est un employeur souscrivant au principe de légalité des chances et accepte toutes les candidatures sans tenir compte de la race, du sexe, de lâge, de la couleur, de la religion, des origines nationales, du statut dancien combattant, dun handicap, de lorientation sexuelle, de lidentité sexuelle, des renseignements génétiques ou de toute autre caractéristique protégée par la loi.

Si vous souhaitez faire une demande daccommodement raisonnable, tel que la modification ou lajustement du processus de demande demploi ou dentrevue à cause dun handicap, veuillez envoyer un courriel à [email protected] pour connaître dautres options daccommodement.

Ordonnance sur légalité des chances de San Francisco:
Conformément à lOrdonnance sur légalité des chances de San Francisco, pour tous les postes situés dans la ville et le comté de San Francisco, nous examinerons les candidatures des personnes qualifiées ayant un casier judiciaire ou des antécédents criminels.

Utilisation de lintelligence artificielle (IA):
Nous pouvons utiliser lintelligence artificielle (IA) pour soutenir certaines étapes de notre processus dembauche, notamment la recherche, la présélection et lévaluation des candidatures. LIA aide à analyser les candidatures et les qualifications, mais les décisions finales sont prises par notre équipe de recrutement. En soumettant votre candidature, vous reconnaissez et acceptez que celle-ci puisse être examinée à laide doutils dIA.

About Aston Carter

Aston Carter provides world-class corporate talent solutions to thousands of clients across the globe. Specialized in accounting, finance, human resources, talent acquisition, procurement, supply chain and select administrative professions, we extend the capabilities of industry-leading companies. We draw on our deep recruiting expertise and expansive network to meet the evolving needs of our clients and talent community with agility and excellence. With offices across the U.S., Canada, Asia Pacific and Europe, Aston Carter serves many of the Fortune 500. We are proud to be a ClearlyRated Best of Staffing® Platinum Award winner for both client and talent service.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please email [email protected] for other accommodation options.

San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.