Title: Customer Service Advisor

Reports to: Customer Experience Manager

Office Location: Mississauga, ON

Status: Full-Time

Department: Customer Service

PURPOSE: The Customer Service Advisor is responsible for providing exceptional support by addressing customer inquiries, resolving issues, and collecting feedback to enhance service quality. This role ensures a seamless customer experience while collaborating with the Customer Experience Manager to drive continuous improvement.

ACCOUNTABILITIES:

Supervise a team of customer service representatives, fostering a high-performance, customer-focused culture.
Monitor customer interactions and feedback to ensure timely, professional, and effective resolution of inquiries or complaints.
Leverage customer service tools (e.g., Freshdesk, ReviewTracker) to streamline operations and enhance customer engagement.
Analyze key metrics such as response time, resolution time, and customer satisfaction to assess and improve team performance.
Work with other departments, including sales, operations, and IT, to address customer needs and ensure seamless service delivery.
Handle complex or escalated customer issues, ensuring swift and satisfactory resolution.
Stay updated on industry trends and innovations, implementing new strategies to enhance customer service practices.

SKILLS AND QUALIFICATIONS:

2 years of experience in transportation, final-mile delivery, or logistics industry.
3-5 years of experience in Customer Service
1 year of experience with CRM software is an asset (Hubspot)
Proficiency in French is considered an asset.

WORKPLACE AND PHYSICAL REQUIREMENTS:

Ability to work in an office environment
Ability work in a fast-paced environment and make effective decisions
Flexible with working hours as needed during periods of high volume, emergencies or to accommodate critical project timelines

CORE COMPETENCIES:

Change Acceptance

Creativity

Communication

Decision Making

Flexibility

Initiative

Innovation

Interpersonal Savvy

Problem Solving

Resilience

Resourcefulness

Urgency

ROLE SPECIFIC COMPETENCIES

Interpersonal Skills

Learning Agility

Time Management

Fleet Optics Inc is an Equal Opportunity Employer who values diversity, equity and inclusion. We provide accommodations for workers and candidates with disabilities, to the point of undue hardship.

Job Types: Full-time, Permanent

Benefits:

Life insurance
RRSP match

Schedule:

Monday to Friday

Experience:

Transportation, Final-mile, or Logistics: 2 years (required)
CRM software: 1 year (required)
Customer service: 3 years (required)

Language:

French (preferred)

Work Location: In person

FleetOptics Inc

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Customer Service Advisor