Customer Solutions Specialist

Job Description

Customer Solutions Specialist – Full‑time – Brampton, ON

The Customer Solutions Specialist serves as the primary point of contact for client inquiries and support within the transportation and logistics environment. This role is responsible for ensuring exceptional customer experience by resolving issues, addressing escalations, and providing expert guidance on shipments, scheduling, and service disruptions. The Specialist collaborates closely with cross‑functional teams—including Operations, Sales, IT/Invoicing, and Legal—to coordinate solutions, drive process improvements, and ensure compliance with industry regulations. The Specialist also leads or supports projects that enhance customer satisfaction, streamline operational processes, and improve key performance metrics. The position utilizes data analysis and reporting tools to assess service quality, identify performance trends, and inform strategic decision‑making.

How You’ll Help

• Proactively identify and resolve shipment, scheduling, and service disruption issues to ensure timely delivery and customer satisfaction.
• Handle escalated client concerns and provide effective troubleshooting, documenting resolution steps and implementing preventive measures.
• Collaborate with operations, sales, IT/invoicing, and legal departments to address customer needs and drive process optimization.
• Participate in cross‑team initiatives designed to improve overall service quality and internal workflow efficiency.
• Lead or participate in projects aimed at enhancing customer experience, streamlining transportation processes, and improving key service metrics.
• Implement feedback and technology‑driven solutions to optimize operational effectiveness.
• Maintain knowledge of current transportation and logistics regulations, including international shipping standards and handling of dangerous goods.
• Ensure all activities adhere to compliance requirements by coordinating with internal stakeholders and external agencies.
• Utilize reporting tools and Excel to monitor service performance, analyze operational data, and identify actionable trends.
• Prepare regular performance reports and recommendations to support management decision‑making.

Your Skills & Experience

• Bachelor's degree in Business, Communications, Operations, or related field required.
• 5+ years of experience in transportation, logistics and supply chain management.
• Project management certification or relevant experience is required.
• Familiarity with IT integration formats (API/EDI/SFTP).
• ITIL certification is an asset.
• ISO or LSS certification is an asset.
• PLOG certification is an asset.
• Customer service experience in a transportation setting.
• Proven track record of interacting with customers and providing front‑line solutions within transportation or logistics environments.
• Demonstrates agility in identifying root causes of shipment, scheduling, or service disruptions.
• Handles client escalations efficiently, ensures prompt resolution, and maintains composure under pressure.
• Provides clear, concise, and proactive updates to customers and team members.
• Strong written and verbal communication across all levels of the organization.
• Coordinates efforts with Operations, Sales, IT/Invoicing, and Legal to deliver integrated customer solutions.
• Fosters teamwork and drives process improvements through collaborative engagement.
• Leads or supports initiatives to enhance customer satisfaction, improve service metrics, and optimize processes.
• Manages multiple priorities, tracks project progress, and adapts to evolving business needs.
• Maintains up‑to‑date knowledge of transportation and logistics regulations (e.g., Dangerous Goods, international shipping requirements).
• Ensures operational adherence to all relevant compliance standards and supports regulatory audits.
• Utilizes tools such as Excel to analyze service performance, identify trends, and support decision‑making.
• Prepares actionable reports and presentations for management and stakeholders.
• Prioritizes customer needs, builds rapport, and delivers an exceptional client experience.
• Acts as a trusted advisor, offering solutions tailored to individual customer requirements.
• Comfortable using transportation management systems, tracking platforms, and reporting software.
• Troubleshoots system‑related issues and proposes improvements.

As a federally regulated employer, Day & Ross fully supports the principles of employment equity and encourages all qualified members of the designated groups to apply. Day & Ross is committed to ensuring equal access and participation for people with disabilities and meeting their needs in a timely manner. We will do so by removing and preventing barriers to accessibility and by meeting our accessibility requirements under Accessible Canada Regulations and in alignment with our business practices, capabilities, and values.

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