Customer Service Representative (Customs) / Représentant du service à la clientèle

Delmar Group; Montreal; On-site; CAD 40,000 - 55,000; Full time

Job summary

A leading logistics company in Montreal is seeking a Customer Service Representative (Customs) to manage client communications and ensure accurate shipment ratings. The role involves building customer relationships, coordinating with internal teams, and addressing client needs. Ideal candidates will have customer service experience, be bilingual, and possess strong communication skills.

Benefits

Competitive compensation

Comprehensive Benefits package

Fitness reimbursement program

Education Reimbursement Program

Balance between work and home life

Qualifications

• Minimum 2–4 years of customer service experience in the industry.
• Bilingual (French and English) is required.

Responsibilities

• Act as the point of contact between Delmar and its customers.
• Coordinate customs entry adjustments based on customer requests.
• Monitor team boards daily to address client requests.

Skills

Communication

Interpersonal Skills

Detail-oriented

Organizational Skills

Multi-tasking

Education

College diploma in International Transportation & Customs

Tools

Cargo Wise One

Salesforce

MS Office

Job description

Delmar International Inc. was established as a family-run customs broker in Montreal, Canada in 1965. Since then, we have evolved into a global logistics and supply chain management leader. Our team of extraordinary, forward-thinking professionals delivers results and empowers business leaders by gaining an intimate understanding of our clients’ requirements and providing exceptional solutions.

As a global company, we embrace cultural diversity and recognize the value of each individual. We offer an environment where collaboration to provide innovative, courteous, and efficient client service is the essence of our culture.

We also aim to empower all our clients and members of the Delmar family to contribute to a greener world and to better the communities in which they operate. Lastly, our Education Programs, Employee Volunteerism, and Corporate Philanthropy ensure that our employees have the necessary tools and knowledge to create progressive change.

Mandate :

Reporting to the Department Manager, the Customer Service Representative (Customs) is responsible for gathering the information needed to complete the rating and clearance of shipments and communicating this information directly to a portfolio of clients. The associate should have a basic understanding of customs brokerage to address potential client issues and resolve or redirect them to their manager. The associate will also collaborate with internal customs raters as well as the freight department to ensure the accuracy of information needed is clearly given from the team.

Other responsibilities :

• Act as the point of contact between Delmar and its customers
• Build and establish customer relationships
• Coordinate customs entry adjustments with the advisory department based on customer requests
• Update customer profile notes via CPF for internal purposes to ensure entries are rated correctly
• Suggest and initiate improvements to processes between Delmar and customers
• Actively listen to clients to better understand their needs and address any issues or concerns
• Monitor team boards daily to address client requests and ensure they are actioned within the given timelines
• Consult with team managers on client requests and concerns
• Other tasks as assigned

Requirements :

• Minimum 2–4 years of customer service experience in the industry, preferably related to customs services but not mandatory
• College diploma or experience in International Transportation & Customs or Customer Relations will be considered an asset
• Experience with Cargo Wise One and Salesforce systems is considered an asset
• Knowledge of customs regulations considered an asset
• Working knowledge of MS Office is required
• Must be bilingual (French and English)

What You Offer :

• Excellent communication and interpersonal skills
• Ability to work efficiently in a team environment, as well as independently
• Extremely detail-oriented and highly organized
• Outstanding ability to multi-task

What We Offer :

• Cultural diversity and equal opportunity employer
• Competitive compensation
• Comprehensive Benefits package, including fitness reimbursement program(s)
• Education Reimbursement Program
• Balance between work and home life

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