Customer Care Specialist (Logistics)

Complete Shipping Solutions is seeking a motivated and customer-focused Customer Care Specialist to join our growing team in Edmonton. In this role, you will be a primary point of contact for our customers throughout the shipping process. You will provide prompt, professional support, answer questions, track shipments, communicate updates, and help resolve concerns. You will also learn our proprietary SMARTT Shipping platform so you can confidently guide customers and provide accurate information. The ideal candidate is organized, calm under pressure, and comfortable managing a high volume of customer inquiries in a fast-paced logistics environment. Key Responsibilities Provide exceptional customer service to customers and carrier partners by phone, email, and online support. Respond to customer questions and requests promptly, professionally, and accurately. Build and maintain strong relationships with customers, carriers, and transportation partners. Track and trace shipments using carrier websites, internal systems, and other available tracking methods. Proactively communicate shipment updates, delays, delivery concerns, and other important information to customers. Investigate customer concerns and work with internal teams and carrier partners to resolve issues. De-escalate customer concerns and complaints while maintaining a calm, professional, and solutions-focused approach. Learn and effectively use CSS’s SMARTT Shipping platform to assist and guide customers. Support customers with domestic, cross-border, and international shipping requests. Prepare freight quotations and obtain carrier rates when required. Coordinate with Logistics Coordinators, operations, sales, and carrier partners to support successful shipment execution. Maintain accurate customer, shipment, quote, and communication records in company systems. Follow up on outstanding customer inquiries and ensure requests are resolved in a timely manner. Identify practical solutions that meet customer needs while supporting CSS service standards. Qualifications Previous experience in a customer-facing or customer service role. Excellent verbal and written communication skills. Proven ability to manage customer concerns and de-escalate challenging situations professionally. Strong problem-solving, organizational, time-management, and administrative skills. Ability to manage multiple priorities and meet tight deadlines in a fast-paced environment. Strong attention to detail and commitment to providing accurate information. Proficiency with Microsoft Office, particularly Outlook, Word, Excel, and Teams. Experience working with shared email inboxes and managing a high volume of email communication. Comfortable learning new software, customer portals, and shipment-tracking systems. Ability to work effectively both independently and as part of a team. Experience Customer service: 2 years preferred. Data entry or administrative experience: 1 year preferred. Logistics, transportation, freight brokerage, or supply chain experience is an asset. Additional Assets Experience in a logistics customer service role. Knowledge of LTL, FTL, drayage, or other transportation services. Freight quoting or load-planning experience. Cross-border or international shipping experience. Transportation of Dangerous Goods experience. Experience working with shipment-tracking systems or transportation management platforms. French or Spanish language skills. Benefits: Casual dress Company events Dental care Disability insurance Extended health care Life insurance On-site gym On-site parking RRSP match Ability to commute/relocate: Edmonton, AB: reliably commute or plan to relocate before starting work (required) Experience: logistics: 1 year (preferred) Work Location: In person

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