Lead Customer Service Representative

Company Overview

MTE Logistix is a leading and rapidly expanding 3PL warehousing provider in Alberta, with multiple locations across Edmonton and Calgary. We are dedicated to delivering exceptional logistics solutions and fostering a dynamic environment where team members can grow their careers through training and cross-training opportunities.

Job Summary

Active Warehousing is looking for a Lead Customer Service Representative! This position is responsible for assisting with daily invoicing, checking orders, and coverage for the CSR team. Active Warehousing, ensuring transactions are productively completed in a timely and accurate manner, all revenue streams are captured, systems and support are continuously improved, and clients are highly satisfied with CS performances.

Key Responsibilities:

• Support with daily workloads within CS operations and that work assignment adjustments are made for peak periods, vacations and other absences.
• Performing day-to-day business activities to a target of 100% client order accuracy goal using approved SOPs; monitor CS work capacities, distribute and redistribute tasks to achieve CSR optimization, and take steps to improve individual CSR and team productivity.
• Ensure that standardized Best Practices are adopted by all CSRs across the group
• Complete all invoicing, order checking, paperwork, documentation, filing and transactional/financial reporting is completed accurately and ahead of deadlines as per the Timeline SOP.
• Support the Senior Operations, Client Manager in all CS training.
• Participate in and direct/coordinate inventory location maintenance and inventory cycle counts schedules and wall-to-wall Physical Counts, obtain Senior Operations and Client Manager approval to adjust client inventory as necessary.
• Investigate all inventory variances for corrective action and communicate to Senior Operation and Client Manager.
• Monitor, track and report to Senior Operation and Client Manager all missing or damaged product, client claims or charge-backs, disputed invoices, customer service errors, reported variances, and any other client significant issues of concern.
• Other duties and responsibilities may be assigned .

Qualifications:

• Previous experience in 3PL is considered an asset
• Proficiency in the Microsoft Office suite of tools (Word, Excel) and other databases and spreadsheet applications
• High levels of accuracy with regards to typing, data entry and transfer, and order entry
• Focused attention when working with file management to keep accurate, up-to-date, and organized files
• Previous experience in a leadership role

What's in it for You?

• Comprehensive Benefits: Access to health, dental, and vision coverage to support your overall well-being.
• Employee & Family Assistance Program (EFAP): Confidential support services for you and your family when you need them most.
• Retirement Savings: Participation in a Registered Pension Plan (RPP) to help you plan for the future.
• Work-Life Balance: A supportive environment that values your time both in and outside of work.
• Growth & Development: Opportunities for ongoing learning, skill development, and career advancement.
• Free Parking: Convenient on-site parking at no cost to you.

Working Conditions:

The work setting is primarily an office environment, and working variable hours or overtime may be required.

Physical Requirements:

This role requires physical effort that includes periods of prolonged sitting, walking, standing, carrying, pushing, pulling, lifting, and balancing. Limited travel may be required.

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Job type: Full-time, permanent | Work location: In person | A criminal record check is required.

Join us today as we drive excellence in logistics! Bring your energy, expertise, and enthusiasm to a team committed to operational success.

Job Type: Full-time

Benefits:

• Dental care
• On-site parking
• Vision care

Experience:

• Customer service: 4 years (preferred)
• Leadership: 2 years (required)
• Office Administration: 2 years (required)
• Logistics: 1 year (preferred)

Work Location: In person