Customer Solutions Representative

Location: Airport road and 407, Office-Based , Monday to Friday, 8 AM - 5 PM Job Type: Full-Time, In Office Schedule: Monday to Friday, 8:00 AM – 5:00 PM ShipWise Logistics Inc. is a growing Canadian freight forwarding and logistics company providing international ocean and air freight, cross-border transportation, warehousing, distribution, transloading, customs coordination, and other end-to-end logistics solutions. We are looking for an experienced Customer Solutions Representative who understands freight forwarding, takes ownership of customer shipments, communicates proactively, and knows how to keep customers informed from booking through final delivery. This is not simply a customer service position. We are looking for someone who understands logistics operations, can manage shipment exceptions, coordinate with multiple parties, and build strong long-term relationships with customers. Position Summary As a Customer Solutions Representative, you will be responsible for managing the customer experience throughout the entire shipment lifecycle. You will act as the primary point of contact between customers, operations, carriers, shippers, consignees, and other service providers. You will monitor shipments, identify potential issues before they become problems, communicate updates proactively, and ensure customer requirements are properly coordinated internally. The ideal candidate is organized, responsive, detail-oriented, commercially minded, and comfortable working in a fast-paced freight forwarding environment. Key Responsibilities Serve as the main point of contact for assigned customers by phone and email. Manage customer shipments from initial booking and scheduling through final delivery. Coordinate pickup and delivery appointments with customers, shippers, consignees, carriers, and operations teams. Proactively track and trace shipments and monitor service commitments. Provide customers with timely shipment status updates. Identify delays, exceptions, or operational issues and work with the appropriate teams to resolve them quickly. Update shipment information, notes, milestones, and customer communications within the TMS. Maintain accurate shipment records, documentation, billing information, and supporting files. Build and maintain strong relationships with existing customers. Understand each customer's business, shipment requirements, expectations, and service priorities. Coordinate closely with operations to ensure customer instructions are followed from origin through destination. Handle customer inquiries, service concerns, and shipment exceptions professionally and efficiently. Conduct follow-up calls and identify opportunities to provide additional logistics services. Support inside sales and account development by identifying customer needs and potential solutions. Assist with customer satisfaction initiatives and continuous service improvement. Train and support new employees when required. Participate in special projects and other responsibilities assigned by management. Job Description - Customer Solu… Required Skills & Experience Minimum 5 years of customer service experience within a freight forwarding or logistics company in Canada. Strong understanding of freight forwarding and transportation operations. Experience coordinating and monitoring customer shipments from pickup through final delivery. Excellent verbal and written communication skills. Strong customer service, relationship management, and telephone skills. Ability to communicate professionally with customers, carriers, vendors, shippers, and consignees. Strong organizational and time-management skills. Ability to manage multiple shipments, customers, and priorities simultaneously. Strong attention to detail and accuracy when entering shipment and customer information. Ability to identify problems, take initiative, and work toward practical solutions. Customer-focused mindset with strong consultative listening skills. Comforta…

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