Client Relations Agent
On-site · Mississauga, Ontario, Canada
Job Summary
Client Relations Agent responsible for handling customer service calls and emails, processing client work orders to meet SLAs, updating systems with client information and statuses, coordinating with warehouse/shipping to ensure on-time delivery, contributing to knowledge base and SOP changes, supporting Supervisors and Managers, driving KPIs such as SLA and MTTR, identifying opportunities for process improvements, maintaining knowledge of client products and services, and communicating gaps to management. Requires flexible scheduling, strong communication, problem-solving, and ability to work both independently and in a team, with experience in a transportation/supply chain context and proficiency with SAP or ticketing systems.
Required Qualifications
- Minimum 2 years of experience in a call center or customer facing role
- Experience in transportation and/or supply chain management is an asset
- Proficient in Microsoft Office (Word, Excel, PowerPoint)
- Experience with SAP and ticketing systems (or similar)
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