Bilingual Customer Logistics Representative

US Tech Solutions; Markham; Hybrid; CAD 60,000 - 80,000; Full time

Job summary

A global staffing firm is seeking a Customer Logistics Representative in Markham, Ontario. This hybrid role involves managing customer relationships, handling order processing, and driving efficiencies in logistics operations. The ideal candidate has at least 2 years of experience in a customer-facing role and strong skills in MS Office and agility. This is a full-time, 12-month contract position with a pay rate of $35.89 per hour.

Qualifications

• A minimum of 2 years in a customer-facing role.

Responsibilities

• Build and maintain a strong relationship with assigned customers.
• Place orders for customers; inquire about order status.
• Identify and communicate process improvement opportunities.

Skills

MS Office

Bilingual

Agility

Education

Bachelor’s or Associate’s or high school diploma

Job description

Location: Markham, Ontario CAN L3R 0T5- Hybrid role
Duration: 12 months contract, Full-Time
Pay Rate: $ 35.89

Job Description:

• The Customer Logistics Representative (CLR) is owner of the customer relationship from an operations perspective.
• The incumbent has direct responsibility for delivering outstanding customer experience to an assigned portfolio of accounts within a territory.
• The incumbent handles both the execution of tactical processes such as customer order intake, order management, order follow-up and troubleshooting, as well as critical initiatives using business analytics to influence customer collaboration.
• The CLR will also engage with internal partners to provide resolution to customer complaints.
• The CLR will monitor key performance indicators (KPI’s) to track progress of the efficiencies and value‑added services offered to the customers.
• This role also involves extensive collaboration with multiple business partners including Distribution, Transportation, Sales and Marketing, and Planning. CLS strives to strengthen customer trust by providing enterprise customer & logistics services that improve the customer experience while ensuring a safe and compliant supply chain.

Responsibilities

1. Value Add: Through the tactical operations the Customer Logistics Representative will seek to deliver value to our customers. The CLR’s main objective is to build and maintain a strong and positive relationship with their assigned customers. The CLR actively seeks to build further collaboration with existing customers to achieve:

• An increase of the number of orders sent electronically to clients.
• A reduction of errors that occur for customers submitting already electronic orders.
• A decrease of the number of corrective documents (Credits/Debits and Returns).
• A reduction of the cycle time of Credit / Debit issuance.
• CLR will act as an internal representation of the customer and will search for the optimized balance between client capabilities/controls and customer expectations.
• Apply available information and reporting to measure efficiencies within the assigned customer portfolio.

2. Tactical

• Place orders in the system for customers belonging to the regional portfolio; orders can be received via Email, Phone, or Fax.
• Review orders for pricing, product availability, dating, discontinued items, payments terms and make any necessary adjustments.
• Respond to inquiries from internal and external customers via phone or email; inquiries may be related to back‑orders, order status, order amendments, among others.
• Ensure e‑commerce orders are monitored and that any discrepancies or blocks are resolved to allow for timely processing.
• Ensure that orders are processed in a timely manner through collaboration with Supply Planning, Distribution, and Transportation.
• Ensure all activities are performed according to internal Standard Operating Procedures (SOP’s), Work Instructions (WI’s) to guarantee a compliant supply chain.
• Respond and capture service complaints according to internal procedures while ensuring customer satisfaction in a compliant fashion.
• Initiate the investigation as a result of a complaint and if applicable, initiate the process to issue Credit / Debit.
• Responsible for creating and maintaining awareness with our customers of the Customer Care model offered to them.
• Provide support and coordinate with the rest of the team while other peers are out of office.

3. Process & Projects, Data and Analysis

• Function as a subject matter expert on all assigned Customer Experience processes.
• Identify, assess, and communicate process and cost improvement opportunities to Customer Logistics management team.
• Participate in projects that are identified to be part of professional development and business needs, which will be identified in the Personal Development Plan.

Experience

• A minimum of 2 years in a customer-facing role.

Skills

• MS Office, Bilingual, Agility.

Education

• Bachelor’s or Associate’s or high school diploma.

About US Tech Solutions

US Tech Solutions is a global staff augmentation firm providing a wide range of talent on-demand and total workforce solutions. To know more about US Tech Solutions, please visit www.ustechsolutions.com.

US Tech Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.