Customer Service Representative, Toronto

he Customer Service Representative (CSR) is the primary customer service / operations contact with the customer. The CSR is also the primary operations contact with ZIM Logistics’ overseas offices&agents. The CSR conducts effective and efficient handling of shipments to ensure continuous cargo flow while at the same time respecting company policies and objectives, with an outstanding customer service and proactiveness.

Main responsibilities

Main point of contact with assigned customers and handling the transactional requirements of their accounts

Proactively identify potential issues and work to resolve with sense of urgency

Effective and efficient job file set up and maintenance

Effectively communication with local/overseas Agents, carriers regarding bookings, shipping instructions&documentation (arrival notices, bills of lading, etc.)

Providing pre-alerts to customers and/or overseas offices&agents

Pickup Order creation&distribution for OTR (over the road moves)

Proactively tracking/tracing of shipments and provide timely updates to customers

Preparing / follow up on customs documentation and requirements

Generate reports for Customers

Insurance and additional services follow up

Timely update of milestones into company’s operating system

Preparation of ZIM Logistics documentation

Develop and maintain strong and close relationships with customers and vendors

Billing aligned with tax requirements in Canada

Distribution of Proof of Deliveries

Rating and creation of invoices following credit terms

Accruing revenue and costs accurately in the system following company’s guidelines

Support the Finance Team providing Information for Accounts Payable, Receivable functions

Review and approve vendors’ invoices

Requirements

Minimum 3 years of proven experience in Customer Service / Operations position with non-asset trucking brokerage and/or Asset ground operators

Knowledge of Freight Forwarding / Supply Chain Logistics with Ocean/Air freight operations will be an asset

Proficient in MS Office

Excellent control of country’s local language. Good control of English language (Speaking, reading and writing)

Knowledge of Canadian Customs requirements (ACI, HS Code, Fumigation)

Knowledge of Incoterms

Understanding of carriers' services and routing

Must be detail oriented and accurate when processing documentation

Team player

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