Dispatch / Customer Service Coordinator

Frontier Supply Chain Solutions Inc. is a provider of Canadian and US Customs Services, Trade Consulting, Supply Chain Logistics, including courier, TL and LTL services.

We are looking for a detail-oriented Customer Service Specialist to join our team at our North York location.

In this role, you’ll be the primary point of contact for clients, ensuring shipments are tracked and delivered on time.

The ideal candidate is proactive, tech-savvy, and able to manage multiple tasks in a fast-paced environment.

This role handles on average 115 new tickets a day which come from both small to large account inquiring about the status of their freight.

This role follows a Monday to Friday schedule, with an eight-hour workday beginning at 8:30am and ending at 4:30pm.

As a Customer Service Specialist, you will be responsible for: Act as the primary point of contact for clients, responding to inquires and providing timely, accurate updates.

Monitor and track shipments, coordinating with partner to ensure on-time delivery.

Investigate and resolve shipment issues using multiple systems and tools, applying strong problem-solving skills.

Effectively prioritize tasks, manage competing deadlines, and perform well in high-pressure environments.

Meet established SLAs for response time and ticket resolution within customer service platforms.

Accurately process inbound customer orders, including detailed client information, product selection and pricing.

Review and verify order details to ensure accuracy, proper billing and efficient payment processing including returns and backhaul entries.

Coordinate with dispatch and warehouse teams to ensure timely and accurate delivery of freight and parcels.

Provide professional customer support via phone and email, addressing inquiries related to order status, pricing and general concerns.

Resolve customer issues with a solution-oriented approach, escalating when necessary and proactively communicating updated or delays.

Act as backup support for your local dispatch board when required.

You and Your skills: Experience in transportation is considered an asset.

Proficiency in Microsoft Office (Word, Outlook, and Excel).

Ability to analyze, problem solve, prioritize tasks and meet deadlines.