Customer Service Representative

COSCO SHIPPING CANADA; Mississauga; On-site; CAD 45,000 - 65,000; Full time

Job summary

COSCO SHIPPING Lines (Canada) Inc. is launching a brand-new operations centre, COSCO SHIPPING NAOC – North America Operation Center, in Toronto.

We are seeking dynamic Customer Service Representatives, VIP, to champion our top corporate accounts, manage high-priority ocean container movements, and ensure world-class service delivery. This is a full-time role based on 37.5 hours per week, reporting to the Assistant General Manager of VIP Department of NAOC.

Qualifications

• Post-secondary education in business, SCM, logistics, or related field.
• 1–3 years in ocean freight or logistics operations preferred.
• Proficiency in Microsoft Office applications (Excel, Outlook, Word, PowerPoint).
• Experience providing enhanced VIP or Key account customer service is a plus.

Responsibilities

• Serve as the primary customer service contact for designated VIP and Key Account shippers.
• Provide end-to-end shipment visibility and proactive tracking across rail, ports, and inland transportation.
• Coordinate with Operations, Documentation, Logistics, and Customer Service to resolve issues for VIP customers.
• Collaborate with shippers, door operations teams, and service providers to resolve door delivery and inland issues.
• Create and process third-party invoices for door move waiting time charges and other costs.
• Coordinate with Global Service Center to facilitate VIP export booking processing and provide backup support.
• Prepare customer-specific performance and shipment reports, including weekly reports for strategic accounts.

Skills

Customer service

VIP / Key account support

MS Office

Flexible scheduling

Shipment coordination

Education

Business/SCM education

Tools

Microsoft Office Suite

Job description

COSCO SHIPPING Lines (Canada) Inc. is a leading global ocean carrier with a rich history in the Canadian market. The company is launching a brand-new operations centre, COSCO SHIPPING NAOC – North America Operation Center, in Toronto, and we are seeking dynamic Customer Service Representatives, VIP. In this role, you will champion our top corporate accounts, manage high-priority ocean container movements, and ensure world-class service delivery.

This is a full-time position based on 37.5 hours per week reporting to the Assistant General Manager of VIP Department of NAOC.

Key Responsibilities

General Customer Service Coordinator functions:

• Serve as the primary customer service contact for designated VIP and Key Account shippers, ensuring a high level of customer satisfaction and service excellence.
• Provide end-to-end shipment visibility and support through proactive tracking and tracing of cargo movements across rail networks, load ports, transshipment (T/S) ports, ports of discharge (POD), and inland transportation points and assist customers with booking amendments, shipment exceptions, and operational inquiries.
• Coordinate with internal departments, including Operations, Documentation, Logistics, and Customer Service teams, to resolve service issues and ensure timely solutions for VIP customers.
• Partner with Shippers, Door Operations Teams, and service providers to resolve door delivery and inland transportation-related issues.
• Create and process Third-Party Invoices for door move waiting time charges and other applicable service-related costs.
• Coordinate with the Global Service Center to facilitate VIP export booking processing and provide backup support to the GSC
• Closely collaborate with shippers, ports of discharge (POD), overseas agents, sales representatives, Overseas Service Center and corporate headquarters to resolve shipment issues, operational exceptions and support customer requirements.
• Create, maintain, and monitor pre-bookings to ensure timely cargo planning and execution
• Prepare and distribute customer-specific performance and shipment reports, including weekly reporting for strategic accounts.
• Perform other related duties, assist with cross-functional tasks and adapt to new systems or processes as directed by management.

Skills/Requirement

• Post Secondary Education in Business, Supply Chain Management, Logistics, Transportation, or related fields.
• 1-3 years in ocean freight, shipping, logistics, transportation, or supply chain operations is preferred.
• Strong understanding of U.S. export shipping processes, documentation requirements, and outbound cargo operations.
• Experience providing enhanced customer service for VIP or Key accounts is a plus.
• Proficiency in Microsoft Office applications, including Excel, Outlook, Word, and PowerPoint.
• Flexibility to work varying start and end times, including statutory holidays, as required to meet operational and business needs.

COSCO Shipping is committed to fostering an inclusive, diverse, and accessible workplace. We welcome applications from all qualified candidates, including persons with disabilities. Accommodation is available upon request throughout the recruitment and selection process.

We thank all applicants for their interest. Only candidates selected for further consideration will be contacted