Customer Service Representative (CSR)

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Located in Cambridge, ON

Organization: Small Parcel Operations and Fulfillment Center

Role Description:

In the capacity of a Customer Service Representative (CSR) at our Small Parcel Operations and Fulfillment Center, you will be instrumental in ensuring customer satisfaction. As the primary liaison for customers, your responsibilities will encompass handling inquiries, resolving issues, and delivering exceptional service to maintain our company’s esteemed reputation.

Duties:

1. Customer Assistance:
• Professionally and promptly address customer inquiries through phone, email, and chat.
• Facilitate customers with order placement, tracking, and updates on delivery status.
2. Problem Resolution:
• Investigate and rectify customer complaints or concerns related to orders, deliveries, and product quality.
• Collaborate with other departments, such as warehouse and logistics teams, to effectively resolve customer issues.
• Escalate intricate issues to management when necessary and ensure follow-up for timely resolution.
3. Order Administration:
• Accurately and efficiently process orders using our proprietary systems.
• Liaise with fulfillment and shipping teams to ensure timely order fulfillment and dispatch.
• Monitor order status and proactively address any potential delays or discrepancies to minimize customer inconvenience.
4. Communication:
• Uphold clear and professional communication with customers, team members, and stakeholders.
• Provide timely updates on order status, potential shipping delays, and product availability.
• Relay customer feedback and trends to management for ongoing improvement.
5. Record Keeping and Reporting:
• Maintain comprehensive records of customer interactions, transactions, and resolutions.
• Generate reports on customer inquiries, trends, and satisfaction metrics to identify improvement opportunities.
• Contribute to the formulation of standard operating procedures (SOPs) for customer service operations.

 

Requirements:

• Prior experience in customer service, ideally in a small parcel or e-commerce setting.
• Exceptional communication skills, both written and verbal.
• Robust problem-solving skills and a proactive approach to issue resolution.
• Ability to multitask and prioritize in a dynamic environment.
• Proficiency in TMS, WMS software, and Microsoft Office Suite.
• Attention to detail and accuracy in order processing and data entry.
• Willingness to work flexible shifts, including evenings and weekends, as per business requirements.

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