Customer Service Representative – 3PL

This is a fully remote position, open to applicants in Canada.

📋 Description

• Handle incoming calls and fulfill client and pharmacy orders.

• Respond to client inquiries in a courteous and professional manner.

• Process orders received via fax, email, and phone on a daily basis.

• Provide order confirmations upon request.

• Manage pick tickets through the ERP system and select the appropriate carrier.

• Communicate effectively with both internal and external customers.

• Adhere to established procedures and work instructions.

• Collaborate with internal departments concerning backorders, emergency shipments, account status, invoices, shipment discrepancies, returns, credits, and debits.

• Keep accurate records of backorder information.

• Address customer questions and complaints regarding shipments and services.

• Escalate issues to the appropriate personnel when necessary.

• Establish customer accounts and maintain customer records.

• Provide suggestions and recommendations for enhancing customer service operations.

• Support supply chain planning and operations through order entry, customer follow-ups, data accuracy, planning records, operational trackers, and standard reports.

• Resolve routine issues within established guidelines and escalate complex exceptions.

⛳️ Requirements

• Post-secondary education or equivalent experience in a related field.

• 0-2 years of experience in a customer service capacity.

• Strong work ethic and a sense of responsibility.

• High attention to detail.

• Proactive approach to customer focus.

• Ability to collaborate in a team and work independently with minimal supervision.

• Capability to multitask in a fast-paced environment.

• Self-motivated, efficient, and organized.

• Ability to deliver high-quality work under pressure and within deadlines.

• Strong proficiency in Microsoft Outlook, Word, Excel, and Internet Explorer.

• Solid knowledge of order entry systems.

• Excellent problem-solving skills.

• Required proficiency in clear communication in English.

🏝️ Benefits

• Medical, dental, and vision care.

• Backup dependent care.

• Adoption assistance.

• Infertility coverage.

• Family building support.

• Behavioral health solutions.

• Paid parental leave.

• Paid caregiver leave.

• Training programs.

• Professional development resources.

• Mentorship programs.

• Employee resource groups.

• Volunteer activities.

• Inclusive culture and wellness resources.