About this role
About the position
We are seeking a highly organized, customer-focused, and proactive Warehouse Customer Service Representative / Account Manager to join our growing team. This role serves as the primary liaison between customers, warehouse operations, transportation partners, and internal departments to ensure exceptional service and efficient order fulfillment. The successful candidate will manage customer accounts, coordinate warehouse activities, resolve service issues, and build strong client relationships while ensuring operational accuracy and customer satisfaction.
Responsibilities
• Serve as the primary point of contact for assigned customer accounts.
• Build and maintain long-term relationships with customers.
• Respond promptly to customer inquiries via phone and email.
• Resolve customer complaints and service issues professionally and efficiently.
• Provide order updates, shipment status, and inventory information.
• Monitor customer KPIs and service level agreements (SLAs).
• Coordinate inbound and outbound shipments with warehouse staff.
• Ensure orders are processed accurately and shipped on time.
• Communicate customer priorities and special handling requirements to warehouse personnel.
• Monitor inventory discrepancies and coordinate investigations.
• Support cycle counts and inventory reconciliation activities.
• Enter and maintain customer orders in the Warehouse Management System (WMS) and ERP system.
• Prepare shipping documentation, bills of lading, and customer reports.
• Track shipments and communicate delivery status.
• Maintain accurate customer records and documentation.
• Identify opportunities to improve customer service processes.
• Collaborate with operations, transportation, and sales teams.
• Participate in process improvement initiatives.
• Support quality assurance and compliance standards.
Requirements
• 2–5 years of experience in customer service, account management, logistics, or warehouse operations.
• Proficiency with Microsoft Office (Excel, Outlook, Word).
• Experience using ERP and Warehouse Management Systems (WMS).
• Strong data entry and administrative skills.
• Excellent communication and interpersonal skills
• Strong organizational and multitasking abilities
• Customer-first mindset
• Problem-solving and conflict resolution skills
• Attention to detail and accuracy
• Ability to work under pressure and meet deadlines
• Team player with a positive attitude
• Fluent in English.
Nice-to-haves
• College diploma (DEC) in Business Administration, Logistics, Supply Chain, or a related field is considered an asset.
• Experience in a third-party logistics (3PL) environment is an asset.
• French is considered an asset.
Benefits
• Competitive compensation
• Comprehensive group benefits
• Paid vacation
• Opportunities for career growth
• Supportive team environment
• Ongoing training and professional development