Customer Service Representative

The successful candidate will be a key contributor to fulfilling our customers’ requirements in order to maintain satisfactory levels of service; this position will provide integral support to our Fleet Management team.

• Creating a positive customer service experience by understanding and meeting customers’ service needs in a timely, professional, and accurate manner.
• Serving as a primary point of contact for customers regarding load status, service inquiries, and issue resolution.
• Supporting Fleet Managers by communicating customer requirements, service changes, and capacity considerations.
• Review and accurately enter order, load, and delivery details and documents into the Transportation Management System (TMS) to support operational execution and billing accuracy.
• Capturing accessorial charges, supplemental billing, and incident reporting in accordance with company procedures.
• Actively contributing to continuous improvement initiatives by identifying process inefficiencies and supporting the implementation of service and operational enhancements.
• Proactively working with customers to identify opportunities to increase load volume in alignment with fleet availability and operational capacity.
• Regularly measuring business results against targets.

• Ensuring Customers’ and Fleet Managers’ needs are met and troubleshooting for sales and operational issues.

• Post-secondary education with at least 2 years work experience, or the equivalent in training and experience.
• Bilingualism (French/English) is considered an asset
• Strong customer service orientation with the ability to build and maintain positive customer relationships in a fast‑paced operational environment.
• Excellent communication and interpersonal skills
• High level of attention to detail
• Proven organizational and time‑management skills
• Proficiency in Microsoft Excel and other Microsoft Office applications for reporting and data tracking.
• Experience working within a Transportation Management System (TMS); experience with TMW is considered an asset.
• Analytical mindset with the ability to identify service issues, process gaps, and opportunities for continuous improvement.
• Experience in the transportation or logistics industry is considered an asset.

Sunbury Transport is a premier transportation company, specializing in US and Canadian cross-border shipments as well as domestic Canadian shipments, offering logistics services and managing freight via truckload van, flatbed, bulk materials and container service. We draw on exceptional teams – in the office and on the road – to provide diverse and innovative trucking and logistics solutions.

Founded in 1882, J.D. Irving, Limited (JDI) operates in Eastern Canada (New-Brunswick, Nova Scotia, Prince Edward Island, Québec, Ontario, Newfoundland and Labrador), as well as in USA. We are a team of 20,000 dedicated employees. At J.D. Irving, Limited, you are part of a dynamic team of professionals who lead with integrity and are passionate about delivering results. With a culture that nurtures talent and creates an inclusive workplace, you can grow your career across our various operating divisions.

We are committed to creating accessible environments for our colleagues, candidates, and customers. Requests for accommodation due to a disability (which may be visible or invisible, temporary, or permanent) can be made at any stage of application and employment. We encourage candidates to make their accommodation needs known so that we can provide equitable opportunities.

Worried you do not meet all the requirements? Studies have shown that many applicants apply only to job opportunities when they feel they meet 100% of the criteria. We promote an inclusive environment where everyone is appreciated, recognized, and empowered to contribute fully. If you are interested in this position but are worried you did not meet all the requirements, we would encourage you to still apply.

Our recruitment advisors and hiring teams will utilize human screening combined with AI technology to help identify the skills and qualities that matter most to our business, while safeguarding your privacy and using AI responsibly.

We appreciate your interest in our company however only those candidates selected for an interview will be contacted.