Customer Service Representative Level 2

Operating for over 50 years, TransX LTD is one of the largest Canadian (CN Rail-owned) providers of premier integrated transportation and logistics services across North America. With 11 locations across Canada and the USA, approximately 900 company employees, and over 4,000 trucks, trailers, and containers, our team is dedicated to building strong business relationships and providing service excellence to support our customers' business needs.

The TransX Group of Companies has an exciting opportunity for a Customer Service Representative – Level 2 to join the Customer Service department. Reporting to the Customer Service Manager / Leader of Customer Service, the Customer Service Representative - Level 2 is responsible for providing customers timely, accurate, and transparent information relating to their transportation and logistical needs. The Customer Service Representative proactively contacts customers with service updates, recovery plans, and corrective actions taken to improve customer satisfaction.

Acting as the main point of contact, this role is responsible for developing long-lasting relationships between the organization, the customer, and fellow CSR team members. In addition, the Level 2 CSR plays a key senior leadership role within the department by overseeing team members, providing coaching, acting as a liaison to management for department initiatives, and review/action-planning weekly and monthly scorecard performance.

As a leader within TransX, the position is expected to align with the TransX Core Values for Teamwork, Safety, Innovation, Accountability, Integrity, and Respect.

• Act as the primary point of contact for assigned accounts, ensuring timely, complete, and proactive communication into daily processes.
• Receive and process customer requests through the Customer Tracking System to manage closure.
• Access company internal systems to obtain and extract order information, providing management with data for inclusion in scheduled and special reports.
• Team Leadership & Support: Oversee and lead the CSR team, providing on-the-job support, coaching, and training to team members while leading by example.
• Management Liaison: Act as a direct liaison to the Customer Service Manager for department initiatives.
• Performance Analysis: Review, analyze, and drive action planning for weekly and monthly customer/department scorecard reviews.
• Initiate required actions for customer service requests regarding order changes, maintain order/customer information files, and communicate updates to appropriate personnel/departments.
• Facilitate customer discussions around service failures and drive complaint resolution within optimal time frames.
• Ensure and provide quality service to both internal and external customers by assisting with functions addressed by customers and managing service delivery details.
• Participate and provide expertise as a core member of the customer service departmental team to develop and recommend system/method changes that enhance accuracy, efficiency, and responsiveness.
• Work cross-functionally between company teams (Sales Reps, Terminal Contacts, Operations) to resolve quality issues and drive long-term quality improvements.

• Education: High School Diploma.
• Experience: Two (2) to five (5) years of applied customer service experience in the transportation/logistics industry.
  Minimum 1 year of Team Lead / supervisory experience is mandatory
  . Operations background (e.g., terminal experience in dock, planning, or management) is strongly preferred.
• Technical
  
  Skills:
  
  Proficiency with software applications including MS Excel, Word, PowerPoint, and Google applications. Experience with Customer Tracking Systems, electronic data integration,…