Client Service Advisor Acton

Client Service Advisor – Full-time, Permanent – Acton, ON

Monday to Friday | 8:00 a.m. – 4:30 p.m. | 52 Futura Drive, Acton

At Fraser Direct, great client service is about understanding what our clients need, taking ownership, solving problems, and delivering on our promise.

As a Client Service Advisor
, you are a key link between our clients and the teams behind the scenes. You own the day-to-day service for a defined group of clients, build trusted relationships, resolve issues, coordinate with Warehouse Operations and Logistics, and keep commitments moving until the job is done.

You have the independence to handle many situations yourself, along with the judgment to know when an issue needs support from a more senior team member. You also see the bigger picture and act as an important link between clients and the Warehouse Operations and Logistics teams.

This is a role for someone who takes ownership, enjoys solving problems, pays attention to the details, and likes working with people across the business.

• Build a strong understanding of your clients, their requirements, priorities, and service expectations.
• Respond to questions and requests promptly, professionally, and with ownership from start to finish.
• Resolve issues such as short shipments, incorrect goods, pricing errors, and other service concerns.
• Coordinate client projects and make sure requirements, timelines, and responsibilities are clear.
• Provide guidance on client reporting tools and follow client-specific procedures and requirements.
• Look for ways to improve the client experience and bring practical ideas forward.

• Coordinate inbound and outbound shipment requirements with Warehouse Operations and Transportation.
• Issue work orders and make sure the Warehouse has the information needed to get the job done right.
• Maintain accurate client information, reporting, compliance data, and documentation.
• Complete month-end billing and other administrative requirements accurately and on time.
• Review account and shipment information, identify discrepancies, and follow up until they are resolved.
• Support Client Service Coordinators with client requirements, priorities, and next steps.

• Facilitate information flow to the teams behind the scenes, including Warehouse Operations and Logistics.
• Share client information, requirements, and updates so the right people have what they need.
• Communicate issues early rather than letting them become bigger problems.
• Work across departments to find practical solutions that work for both the client and Fraser Direct.
• Use good judgment to resolve issues independently, when appropriate, and involve a senior team member when more authority or expertise is needed.
• Share your knowledge and support the broader Client Service team.

• Take pride in delivering reliable, responsive service and doing things right the first time.
• Build trust through clear communication, follow-through, and keeping your commitments.
• Stay organized when managing multiple clients, requests, deadlines, and competing priorities.
• Think practically, solve problems, and keep looking for a way forward.
• Work independently while knowing when to ask questions, collaborate, or elevate.
• Pay close attention to details because you understand that small errors can have a big impact on clients and the business.
• Communicate clearly, professionally, and respectfully with clients and colleagues.
• Learn quickly and are comfortable working in a fast-moving environment where priorities can change.
• Understand that great client service is a team effort and that your work has an impact on the business and the client.
• Are very comfortable using Excel, Outlook, PowerPoint,…