Client Solutions Associate

Job Title: Client Solutions Associate

Location: Concord, Ontario

Shift Time: 8:00am to 4:30pm

Terms: Permanent Full-Time

Salary: Competitive, based on experience

Reports To: TBD

About Us: North American Freight Forwarding is a Canadian based company specializing in logistics services with specific strength in warehousing and distribution, LTL consolidations, expedites, full truckloads and specialized equipment service to and from Canada, United States and Mexico. As a professional international freight forwarder, we provide overseas import and export ocean and air freight services all over the world.

We seek out driven, talented individuals to join our team to meet and exceed our clients’ needs. We offer a rewarding career and brand that our employees are proud to represent.

Job Purpose

This role is pivotal in developing and enhancing services that exceed customer expectations. You will conduct statistical analysis to identify issues, collaborate with management to implement improvements, and prepare reports with other department personnel for executive leadership. As the primary point of contact for tier-one customer inquiries in our warehousing, fulfillment and distribution sector, you will ensure timely and effective solutions. Promoting a culture of excellence and continuous improvement, you will support various departments in achieving milestones, while administering the implementation of systems, processes, and practices to ensure ongoing success and compliance with ISO standards.

Duties & Responsibilities

• Support company Objectives and Key Results (OKRs) by proactively contributing to initiatives that drive strategic goals and organizational success.
• Support eCommerce quoting and integration in collaboration with the Client Solutions team in requests for proposal (RFP), and request for quote (RFQ) processes.
• Help with Application Programming Interface (API) and Electronic Data Interchange (EDI) connections with customers and carriers to our WMS and TMS.
• Liaise with programming teams on API or EDI customer solutions.
• Participate in the full life cycle of the client, serving as the main POC. Duties include client onboarding and account maintenance processes for new clients, including required system or process modifications when required.
• Continuously optimizing operations and finding effective ways to reduce spending and enhance the customer experience.
• Assist in the preparation of department specific work instructions for training and operational consistency with internal teams.
• Support weekly automation meetings, reporting (on priorities, suggested solutions, next steps, work
  
  

instruction or training provided, and other relevant topics) to the executive team.

• Directly interface with customers on systems capabilities and customize solutions, solving tier one inquiries.
• Perform additional responsibilities as assigned to support business objectives and operational needs.
• Maintain a solutions-oriented mindset, addressing challenges with a proactive and professional
  
  

approach that upholds our reputation for world-class service.

Mindset & Personality

• Change Agent: Proactively finds solutions to current processes while finding new ways to improve
• Strategic: Takes initiative and a strategic approach to day-to-day operations
• Driving: Persistent in achieving goals and maintaining high standards
• Proactive: Takes initiative and an organized approach to day-to-day operations as well as future needs
• Responsive: Committed to a high level of responsiveness both inside our business and with our customers and vendors
• Team Player: Embodying the values of hunger, humility, and smarts, with a collaborative spirit that fosters positive relationships and effective teamwork. Open-minded, approachable, and committed to the success of the team and the organization.
  
  

Professional & Educational Background

• 2+ years in Freight Forwarding or 3PL industry is required
• 2+ years of eCommerce experience is required
• Bachelor’s Degree or Diploma in supply chain management, transportation, business administration, project management, or a similar field is an asset.
• Intermediate level of understanding of industry best practices
  
  

Skills & Ability

• Problem Solving: The ability to troubleshoot the user experience and research on best practices
• Communication: Has excellent active listening skills and communicates effectively in both written and verbal formats including proficiency in spelling, grammar, and punctuation.
• Organization: Must be highly organized, detail-oriented, and able to shift from one priority to another as required.
• Multi-tasking: Must have strong multi-tasking abilities, be proactive and adaptable based on the needs of the company and the executives.
• Technical: Advanced understanding and application of logistics software and warehouse management systems
• Analytical: Excellent numerical skills and understanding of data analysis and statistical methods.
• Adaptable: Thrives in a fast-paced environment, remaining effective amidst constant change and growth. Comfortable navigating ambiguity. Demonstrates flexibility in shifting priorities and evolving circumstances.
  
  

Effort & Working Conditions

• Office / Warehouse Environment
  
  

Why Join Us?

• Opportunity to shape client success and operational excellence in a dynamic logistics environment
• Collaborative and supportive team culture with a focus on continuous improvement
• Casual work environment
• Engaging social activities and events throughout the year
• Competitive salary and above-standard benefits with opportunities for professional growth
• Extended health benefits
• Dental care
• Vision care
• Employee Assistance Program
• Life insurance
• RRSP program
  

Our organization takes the accessibility needs of employees and candidates with disabilities into account during the position summary review process. Employees and candidates are required to notify their Director/Manager/Supervisor or Hiring Manager if they have any particular accessibility needs and the organization will work with the employee to address them.