Customer Service Representative

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: Replacement 

 DUTIES & RESPONSIBILITIES:

Customer Service

• Assist with daily route-closing activities by verifying that completed services and supporting records are accurate.
• Support invoice reconciliation by reviewing service information, identifying discrepancies, and coordinating corrections with the appropriate teams.
• Maintain data quality by reviewing customer, service, route, and transaction records for completeness and accuracy.
•  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

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: 

The Tomlinson Group of Companies encourages applications from all qualified candidates.  Please contact Human Resources if you need accommodation at any stage of the application process or want more information on our accommodation policies.  We are committed to leveraging the latest technology to enhance our recruitment process. We may use AI tools in the screening and selection of candidates to efficiently and fairly assess all applicants. A Recruiter will review all results generated by AI. If you have any questions, please contact our HR department.