Job Posting – Customer Care

Customer Care Specialist

Are you passionate about delivering exceptional customer experiences? Join our dynamic team at CSS as a Customer Care Specialist. As a vital member of our customer service team, you’ll play a key role in ensuring client satisfaction and maintaining strong relationships. Your responsibilities will include addressing inquiries, resolving issues, and providing top-notch support to our valued customers. If you thrive in a fast-paced environment, possess excellent communication skills, and have a genuine desire to exceed customer expectations, we invite you to bring your talents to Complete Shipping Solutions. Embark on a rewarding journey with us, where your dedication to customer care will contribute to the success of a leading logistics solutions provider.

Key Systems

CSS SMARTT Shipping Technology – Advanced knowledge of our propriety shipping platform is essential for customer communication through ticketing, quoting, and other facets of the position.

MS Teams – CSS utilizes TEAM for all its communication channels.

Outlook – Email, Office Apps, Word, Excel, PowerPoint

NetSuite – Enterprise resource management and customer relationship management system.

Loadlink Technologies – Platform that simplifies matching freight and is used in addition to our CSS SMARTT Shipping Technology platform for special request quoting.

Key Contacts

David Niebach, MBA, CRM, FCPA, FCGA, President & CFO – As President and CFO, Dave is ultimately responsible for setting strategic direction and managing the financial affairs of the business. His primary goal is to develop and lead a high-performing executive leadership team. Dave oversees Finance & Accounting, Risk Management, Legal, HR and Treasury.

Celeste Cristello, Vice President – Celeste is intimately involved in the selection of CSS employees and their professional development. As Vice President, Celeste aligns and empowers the organization while leading the implementation of operational strategies and objectives across all departments.

Robert Cochrane, Director of Operations – Robert is responsible for warehouse operations, building maintenance, and overall operations from negotiations, budgeting, purchasing, safety, process management and performance.

Brendon Davis, Director of Pricing and IT – Brendon assesses the needs of the organization and manages Information Technology operations while maintaining control over pricing activities to maximize profit.

Mark Evans, Director of Carrier Relations – Mark manages Carrier Relations and actively pursues strategic partnership opportunities with carriers, while driving and identifying cost saving opportunities and coordinates across departments.

Sebastian Wilson, Director of Sales & Marketing – Sebastian is responsible for establishing and directing Sales & Marketing initiatives, devising strategies to expand client base, increase sales, achieve brand goals, and improve customer satisfaction.

Veronica Gaskarth, Customer Care Manager – Veronica leads and motivates the Customer Care team to manage the needs of our customers while providing exceptional customer experience.

Harvi Brar, Finance Manager – Harvi is responsible for all accounting-related activities, data analysis and the financial health of the organization while managing the Finance team.

Kristian Stiefel, Warehouse Lead – Kristian manages the receiving, handling, storing, picking, and packing duties of the warehouse, ensuring quality standards are met and exceeded.

Job Duties

Deliver exceptional customer service to our customers and carriers.
Build and maintain relationships with our carrier partners.
Communicate with carriers to ensure on-time deliveries.
Track and trace customers’ freight.
Schedule customer’s freight.
Assisting customers set up shipments In Smartt Shipping.
Answer customers’ Inquiries via phone, email, and online support.
Quote shipment requests from customers.
Including domestic, International, and overseas.
Negotiate rates with carriers.

Interface

Engage in meetings.
Staff development
Bring forth ideas/growth/new opportunities.
Critical thinking

Reporting

Any Errors
Daily customer reports
Advising Customers of carrier disruptions
Daily tasks Reports (Internal Dept) IE: SA’s, Manual Rates Emails, Dispatch, T&T/POD, CS calls, Claims
Customer concerns
Carrier concerns

Skills and Behaviours