The Customer Service Representative is responsible for delivering exceptional service to both internal and external customers through accurate order management, proactive communication, issue resolution, and continuous process improvement. This role serves as a key liaison between customers, carriers, suppliers, and internal stakeholders to ensure the efficient movement of products and timely resolution of customer needs.

• Respond professionally, courteously, and knowledgeably to customer inquiries via phone and email.
• Serve as the primary point of contact for customers, carriers, and customer suppliers regarding shipment and order-related inquiries.
• Provide timely updates on order status, shipment tracking, and service issues.
• Manage claims, investigations, and follow-up activities to ensure prompt resolution and customer satisfaction.
• Collaborate with fellow Customer Service Representatives to support daily operations and achieve team objectives.
• Monitor, maintain, and report on service KPIs and performance metrics.
• Coordinate and expedite urgent or rush order requests while ensuring execution and follow-up.
• Perform administrative duties to support shipment documentation, order processing, and workflow management.
• Execute tasks and maintain data accuracy within customer and internal operating systems.
• Manage order exceptions and respond effectively to changing customer requirements.
• Promote a safe working environment and support all Environmental, Health, and Safety (EHS) policies and procedures.
• Partner with Supervisors and management to identify opportunities to enhance customer service and operational performance.
• Coordinate additional shipment requests and transportation requirements with the transportation team.
• Effectively manage high volumes of customer interactions and business transactions in a fast-paced environment.
• Compile, maintain, and input data required for customer transportation KPIs and reporting requirements.
• Ensure compliance with GMP guidelines, Health Canada regulations, customer requirements, and all applicable quality and regulatory standards.
• Participate in continuous improvement initiatives to increase productivity, efficiency, and service excellence.
• Perform other duties and responsibilities as assigned.

“If you require accommodation for the recruitment /interview process (including alternate formats of materials, or accessible meeting rooms or other accommodation), please let us know and we will work with you to meet your needs." 

This job posting relates to an available role and not a future talent pool.