Position Summary
Road Star Trucking is seeking a Customer Service Agent to serve as the primary point of contact for customers, drivers, dispatchers, and internal operations teams. The successful candidate will provide exceptional customer service by coordinating transportation requests, monitoring shipment activity, resolving service issues, and ensuring timely communication throughout the freight delivery process. This role requires strong communication skills, attention to detail, and the ability to thrive in a fast-paced transportation and logistics environment. The Customer Service Agent plays a key role in maintaining customer satisfaction while supporting daily transportation operations across Canada and the United States.
Key Responsibilities
- Respond to customer inquiries regarding shipment status, delivery schedules, transit times, and transportation services.
- Serve as a liaison between customers, dispatch, drivers, and operations teams.
- Monitor freight movements and provide proactive updates on shipment progress.
- Investigate and resolve customer concerns, delays, service issues, and delivery discrepancies.
- Process transportation orders and accurately enter customer information into company systems.
- Coordinate appointment scheduling, pickup requests, and delivery requirements.
- Maintain accurate records of customer interactions, shipment documentation, and service activities.
- Review bills of lading, proof of delivery documents, and transportation paperwork for accuracy.
- Assist customers with customs, cross-border shipment requirements, and documentation inquiries when applicable.
- Work closely with dispatch and operations teams to ensure service commitments are met.
- Escalate critical service issues and develop solutions to minimize operational disruptions.
- Build and maintain positive relationships with customers through professional and timely communication.
- Prepare reports and provide updates to management regarding customer service performance and operational concerns.
- Support administrative and office functions as required.
Qualifications
- High school diploma or equivalent required.
- Previous experience in customer service, transportation, logistics, dispatch, or supply chain operations preferred.
- Strong verbal and written communication skills.
- Excellent organizational and multitasking abilities.
- Ability to work under pressure and manage competing priorities.
- Strong problem-solving and conflict-resolution skills.
- Proficiency in Microsoft Office (Word, Excel, Outlook).
- Experience with transportation management systems (TMS) or logistics software is considered an asset.
- Knowledge of trucking, freight, dispatch, and logistics operations is preferred.
- Ability to work independently and collaboratively within a team environment.
Core Competencies
- Customer Focus
- Communication Skills
- Attention to Detail
- Time Management
- Problem Solving
- Teamwork
- Adaptability
- Professionalism
- Relationship Building
Working Conditions
- Full-time, on-site position based in Milton, Ontario.
- Fast-paced transportation and logistics environment.
- Frequent communication with customers, drivers, dispatch personnel, and management.
- Occasional overtime may be required to support operational needs.
What Success Looks Like
-
- High customer satisfaction and retention.
- Accurate and timely communication regarding shipments.
- Effective resolution of customer concerns.
- Strong collaboration with operations and dispatch teams.
- Consistent support of Road Star Trucking’s commitment to responsive, reliable transportation services.