Customer Service Representative

Tomlinson Group of Companies; Ottawa; Hybrid; CAD 42,000 - 64,000; Full time

Benefits offered by this job

Competitive wages

Bonus programs

Employer paid health and dental beneºfi

Extensive training programs andtuition

Retirement benefits program

Family-oriented team environment

Employee discounts and other rewards

Job summary

Tomlinson Group of Companies in Ottawa is seeking a motivated Customer Service Representative to deliver exceptional service while supporting dispatch, scale operations, and data quality. This hybrid role focuses on customer service with cross-trained coverage for operations during peak periods.

The ideal candidate will be organized, customer-focused, and capable of coordinating service requests, maintaining accurate records in company systems, and collaborating with operations, billing, and

Qualifications

• High school diploma or equivalent.
• Minimum of two years of experience in customer service, administration, dispatch, logistics, or a related field.
• Strong communication and interpersonal skills with a customer-focused approach.
• Excellent organizational skills and attention to detail.
• Proficiency with computer systems, Microsoft Office applications, and data entry processes.

Responsibilities

• Answer incoming phone calls and respond to customer inquiries in a professional, courteous, and timely manner.
• Process service requests, schedule changes, new orders, and account updates in accordance with company policies and procedures.
• Resolve customer concerns and complaints effectively through active listening, problem-solving, and follow-up.
• Coordinate cross-trained coverage for dispatch and scale operations to ensure seamless service delivery.
• Maintain accurate records of customer interactions, transactions, and service requests within company software systems.
• Follow up with customers to ensure satisfaction and identify opportunities for service improvement.
• Collaborate with operations, dispatch, sales, and billing teams to ensure seamless customer service and issue resolution.

Skills

Communication skills

Organizational skills

MS Office / data entry

Multitasking

Problem solving

Education

High school diploma or equivalent

Job description

Customer Service Representative

We are seeking a motivated and versatile Customer Service Representative to provide exceptional customer service while supporting key operational functions. This hybrid role is primarily focused on customer service and includes cross-trained coverage for dispatch and scale operations, as well as support for route closing, invoice reconciliation, and overall data quality. The successful candidate will be cross-trained in multiple functions to provide coverage during vacations, absences, and peak operational periods.
The ideal candidate will be customer-focused, highly organized, and comfortable working in a fast-paced environment. They will assist customers, coordinate service requests, maintain accurate information in company systems, and support operational activities to ensure efficient, seamless service delivery.

Location: 970 Moodie Drive Ottawa

Vacancy Type: Full Time, Permanent, Replacement

KEY RESPONSIBILITIES

Customer Service

• Answer incoming phone calls and respond to customer inquiries in a professional, courteous, and timely manner.


• Process service requests, schedule changes, new orders, and account updates in accordance with company policies and procedures.


• Resolve customer concerns and complaints effectively through active listening, problem-solving, and follow-up.


• Conduct proactive customer outreach as required.


• Maintain accurate records of customer interactions, transactions, and service requests within company software systems.


• Follow up with customers to ensure satisfaction and identify opportunities for service improvement.


• Collaborate with operations, dispatch, sales, and billing teams to ensure seamless customer service and issue resolution.

Dispatch Support (Cross-Trained Coverage)

• Provide dispatch coverage during vacations, absences, and peak operational periods.


• Assist with coordinating daily vehicle routes, driver schedules, and service requests.


• Communicate with drivers and operations personnel regarding route updates, service changes, and customer requirements.


• Monitor service completion and assist in resolving routing and scheduling issues.


• Support the dispatch team in maintaining accurate operational records and documentation.

Administrative and Operational Support

Scale Operations Support (Cross-Trained Coverage)

Provide scale-attendant coverage during vacations, absences, and peak operational periods.

• Operate scale systems to accurately record incoming and outgoing vehicle weights.


• Verify customer information, materials received, and related documentation.


• Process transactions and maintain accurate scale records and reports.


• Ensure compliance with company procedures, environmental regulations, and site safety requirements.


• Provide professional customer service to drivers, contractors, and site visitors.

REQUIREMENTS

• High school diploma or equivalent.


• A minimum of two years of experience in customer service, administration, dispatch, logistics, transportation, or a related field.


• Strong communication and interpersonal skills with a customer-focused approach.


• Excellent organizational skills and attention to detail.


• Proficiency with computer systems, Microsoft Office applications, and data entry processes.


• Ability to multitask, prioritize work effectively, and adapt to changing business needs.


• Strong problem-solving skills and the ability to work independently in a fast-paced environment.

TOMLINSON OFFERS

• Competitive wages


• Bonus programs


• Employer paid health and dental benefits


• Extensive training programs and tuition reimbursement


• Retirement benefits program


• Family-oriented team environment


• Employee discounts and other rewards programs