Customer Service Agent

Advantages Upcoming Benefits: - Salary of $65k to 68k - Strong group insurance (Sunlife) and retirement plan. - Two weeks of vacation, with the possibility to negotiate up to three weeks. - Very strong potential for professional advancement within the company. - An open and collaborative work environment where teamwork is valued, with a strong sense of belonging and community. - Work equipment provided (computer, monitor, cell phone). Responsibilities Responsibilities for this Customer Service Manager role include: - Taking and processing orders for pick-up or delivery - Constant communication with carriers to offer real-time order tracking to customers - Handling daily calls and maintaining relationships with internal and external customers. - Meet and exceed customer expectations in accordance with policies, practices and procedures. - Respond promptly to customer or carrier complaints with appropriate follow-up, including escalation as required. - Responsible for monitoring carrier performance and identifying patterns of optimization potential. - Follow-up and update files in SAP software. - Collaborate with sales team, logistics team, carriers and customers. Qualifications What you need to be successful in this role: - One to three years of experience in B2B customer service roles - Proficiency in a B2B industry, dealing primarily over the phone - Strong computer skills, including SAP suite offerings - Bilingualism is mandatory for this role, as the representative is responsible for customers outside Quebec - Demonstrate strong problem-solving and decision-making skills. - The candidate must have an acute sense of time management, autonomy and ability to to work as part of a team