Customer Service Representative Level 2

Customer Service Representative Level 2

Shift: Monday to Friday (08:00-17:00)

TRANSX LTD

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.

KEY RESPONSIBILITIES

• 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 timeframes. 
• 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. 

QUALIFICATIONS

• 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, third-party portal integrations, and significant knowledge of data extraction and analysis techniques. 
• Industry Knowledge: Deep understanding of the supply chain and transportation industry, specifically Less-Than-Truckload service dynamics. 
• Analytical & Leadership Skills: Demonstrated ability to analyze data and scorecards to make sound decisions regarding corrective and preventive actions. Proven track record of leading by example, serving as a proactive change agent, and maintaining high attention to detail with strong critical thinking skills. 
• Soft Skills & Communication: Excellent interpersonal, written, and verbal communication skills across all levels of management, internal teams, and external customers. Strong negotiation, conflict resolution, and personal organization skills. High level of empathy and customer perspective while safeguarding company processes. Self-motivated self-starter capable of managing multiple priorities under tight deadlines. 

BENEFITS & PERKS

WHY JOIN TRANSX?

• Large, Canadian-owned company 
• Operating for over 50 years 
• Leading transportation and logistics services 
• 11 Terminals across North America 
• Competitive compensation 
• Partnered training programs and learning supports 

BENEFITS

• Comprehensive group health benefits 
• RRSP company match programs 
• Referral bonus program 
• Training and tuition reimbursement 

RECOGNITION PROGRAMS

• Annual employee recognition & appreciation events 
• Years of service awards 
• Employee spotlights in our TransX Newsletter 
• Safety recognition 
• Annual performance incentives 

OTHER PERKS

• Employee and family assistance program 
• Encouraged work-life balance 
• Corporate discounts at partnered organizations (gyms, travel, clothing, equipment, etc.) 
• Team environment, professional & personal growth 

APPLY TODAY!

TransX Ltd. is committed to building a culture of diversity, equity, and inclusion and welcomes applications from women, racialized persons, Indigenous peoples, persons with disabilities, and persons of all sexual orientations and genders.

All qualified individuals who would contribute to the further diversification of our organization are encouraged to apply.

If you require accommodation for the recruitment process, please let us know at the point of application.