Customer Service Representative

Company Overview

National Logistics Services (NLS) is Canada’s leading retail logistics provider for global lifestyle brands, including apparel, footwear, accessories, and sporting goods. NLS’s well-established Canadian retail relationships, transportation partnerships, and infrastructure provide our internationally recognized clients with a significant advantage for reaching and serving consumers in Canada and beyond through wholesale, brick-and-mortar, and e-commerce channels.

Why work for NLS?

Our people are the driving force behind our culture, and we embrace our P.I.E.C.E values every day. At NLS, you can contribute new ideas and are empowered to do so. Joining Canada’s leading retail logistics provider can provide opportunities that you may have never considered. With our continued expansion into new markets and new supply chain capabilities, our future is one of growth and opportunity.

Responsibilities

• Respond to all customers inquiries (via telephone, email, fax or in person) in a professional, polite manner with the goal to provide customer-focused service
• Enter, edit, and process customer orders
• Manage administration tasks involving accurate data entry for various internal and external reports
• Acknowledge all customer inquiries and requests within 30 minutes of receipt, and provide timely follow-up until final response is available
• Liaise with the NLS team on behalf of customer to determine the status of sales orders, purchase orders, inventory, and special requests. Communicate results of information to customer in a professional, detailed manner
• Investigate on behalf of customers the non-conformance issues or service failures, collaborate with appropriate departments and determine root cause, and discuss service recovery (if required) with relevant departments (ie. Operations/IT/Transportation)
• Liaison with Client Solutions Manager (CSM) and General Manager (GM) on all service escalation issues
• Advise customers of trouble receipts or issues with vendor compliance
• Escalate critical service failures to General Manager (GM) and CSM, along with any other key stakeholders within company as required
• Communicate any service requirements outside the regular scope of business/outside Service Agreement, and secure authorization from CSM and GM when responding to client
• Prepare and submit various reports as required for internal (NLS) and external (client) use
• May be required to assist in inventory queries
• Participate in regular production and service review meetings and/or calls with client and NLS stakeholders, and speak to the weekly service trends
• Participate in the daily operations production meetings and speak to the daily client business needs
• Other duties as assigned by Manager (CSM)
• Be knowledgeable about Health & Safety Legislation and abiding by the NLS H&S Policies and programs

Required Qualifications

• Strong service ethic, interpersonal and customer service skills
• 2-3 years experience in a customer service role
• 1-2 years experience in a distribution, transportation and/or logistics environment is an asset
• University Degree or College diploma is an asset
• Confidence in participating in meetings with clients and internal staff
• Strong communication skills; verbal, written, listening
• Data entry speed and accuracy
• Strong time management and priority setting practices
• Works well under deadlines
• Must be team-oriented, able to work collaboratively and also independently
• Knowledge of WMS and EDI is an asset
• Intermediate skills in MS Office (primarily Excel, Word, MS Outlook)
• Resourceful and good problem solving skills: able to recognize potential problems and initiate appropriate preventative action

  

National Logistics Services (NLS) is Canada’s leading retail logistics provider for global lifestyle brands, including apparel, footwear, accessories, and sporting goods. NLS welcomes diversity in the workplace and encourages applications from all qualified individuals, including visible minorities, Aboriginal People, and persons with disabilities. NLS is committed to providing accommodation for people with disabilities. To request any accommodation you may require to participate in the recruitment process (including alternative formats of materials or accessible meeting rooms) contact Human Resources to discuss your needs.