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Position Summary:

Total Base Pay Range - $38,285.00 - $59,820.00 CAD Annual

Working Hours: Monday - Friday 08:00AM - 04:00PM PST

CUSTOMER SERVICE SUPPORT

• Serves as the main contact point for brokerage customers

• Reviews/qualifies paperwork for accuracy and completeness, and liaises with customers for any missing information

• Tracks shipments and processes documents for customs clearance efficiently to avoid storage charges

• Interacts with customer on status of shipments and resolves any issues that may arise. Arranges for delivery and pays fee as required.

• Provides technical support and information to customers, and redirects calls to supervisor when the scope of work exceeds basic brokerage knowledge

• Performs any other duties as advised by the Manager

• High School Diploma and minimum 2 years of college

• Minimum of 3 years of experience in Customer Service

• CCS designation is an asset

• Working knowledge of Microsoft Word, Excel, Outlook, AS 400 and office equipment (fax machine/ photocopiers/printers/scanners)

• Ability to fluently read, write and speak in French is considered a valuable asset and a competitive advantage

• Excellent communication skills both written & verbal and should be capable of interacting with a wide range of customers and brokers

• Handle all inbound customer inquiries on a day-to-day basis.
• Support the Sales team in setting up brokerage accounts for both Non-Resident Importers and Resident Importers.   
• Engage directly with clients to provide setup documents, explain requirements, and ensure documentation is completed accurately.
• Coordinate with the ASU team and initiate account setup
• Provide post-setup and post-sales support to customers.
• Manage account maintenance activities, including entity changes, name changes, reactivations and address updates
• Collect General Agency Agreements (GAA) to satisfy Regulatory requirements.
• Set up Transportation accounts (eTrans & Surface) and coordinate the onboarding process.
• Monitor shared mailboxes and respond to customer inquiries related to clearance delays, billing disputes, and other general concerns
• Perform all other tasks assigned by the Supervisor or Manager 

Connecting people with goods, services, ideas and technologies creates opportunities that fuel innovation, energize businesses and lift communities to higher standards of living. At FedEx, we believe that a connected world is a better world, and that belief guides everything we do.

Our Core Values: To act with honesty and integrity. To treat everyone we encounter with dignity and respect. To do “Absolutely, Positively Whatever It Takes” to satisfy customers. To create a workplace that stimulates creativity and innovation. To strive for the highest levels of efficiency in all that we do. Qualified candidates must be able to demonstrate a commitment to the core values and mission of FedEx Trade Networks, Canada.

FedEx Trade Networks, Canada welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process. We believe a diverse society is a stronger one. We strive to ensure our company reflects the many cultures of our workforce, customers and communities around the world.
Thank you for your interest; however only those applicants selected for an interview will be contacted.