Role Overview
Hitek Logistic is looking for a proactive, detail-oriented, technically-minded Courier Logistics Shipping & Support Representative to support our clients with their shipments and support key accounts.
This role is focused on:
- Supporting clients and key accounts with their day-to-day courier shipments
- Resolving shipping issues as they come up to keep client packages moving
- Escalating software issues to the development team
- Learning Hitek’s Shipping Platform in depth
- Supporting clients through onboarding, demos, and day-to-day shipping
- Approving exception billing and self-serve account requests
This is not a back-office data-entry role. We are looking for someone from the courier or logistics space who is comfortable shipping domestically and internationally, and who is software-oriented enough to become one of the go-to people for how the platform works.
Key Responsibilities
- Support clients and key accounts with courier shipments
- Ship courier packages, both domestic and international
- Track and trace shipments; proactively flag delays or exceptions
- Submit and manage carrier claims through to resolution
- Resolve courier shipping issues as they arise to keep client packages moving
- Escalate software or platform issues to the development team
- Prepare and review customs documentation and paperwork for cross-border shipments
- Learn the platform in depth, becoming a subject-matter expert
- Work directly with software developers to reproduce, troubleshoot, and resolve platform issues
- Review and approve exception billing
- Act as the link between client-reported issues and the development team
- Lead onboarding for new customers
- Conduct product demos for prospective and new clients
- Work directly with clients to help them ship — guiding them through rate shopping, booking, and label/documentation creation so they can ship confidently on their own
- Educate clients on how to ship — platform usage, carrier options, and documentation requirements — building their self-sufficiency over time
- Add new carriers and clients to internal systems as required
- Set up new client accounts within internal systems
- Support self-serve clients using the online client portal
- Approve self-serve client accounts on the DHL website
What We’re Looking For
- Courier logistics expertise is a must — 3+ years of experience required
- Familiarity with shipping via FedEx, DHL, Purolator, and other major carriers is mandatory
- Practical experience shipping courier packages domestically and internationally
- Working knowledge of customs documentation and cross-border paperwork requirements
- Software-oriented mindset — comfortable learning new systems and troubleshooting technical issues
- Comfortable communicating directly with clients, including presenting/demoing software
- Strong attention to detail, particularly around billing exceptions and customs accuracy
- Able to work cross-functionally with developers to translate customer issues into resolvable technical items
- Understanding of warehouse management systems (WMS) is a plus
Technology & Process
- Experience with client portals or self-serve shipping platforms is a strong asset
- Comfortable documenting client interactions, technical issues, and exception billing in internal systems
- Able to manage day-to-day support volume while flagging higher-level issues appropriately
- Comfortable using systems and data to troubleshoot and support client conversations
- Disciplined in keeping shipment, billing, and client records current
The Right Fit
The ideal candidate is technically curious, detail-oriented, and genuinely enjoys solving problems — comfortable moving between a courier's booking screen, a client phone call, and a conversation with a developer in the same hour.
They are:
- Professional and clear communicators
- Detail-oriented, especially with customs and billing
- Software-curious and quick to learn new systems
- Patient and thorough when onboarding or educating clients
- Comfortable owning an issue until it's fully resolved
They understand that great courier support is not just moving packages. It is about keeping clients shipping confidently, day after day, without friction.
About Hitek
At Hitek, our clients count on us to make it happen.
We are flexible, responsive, and solution-driven. We take action, follow through, and take ownership until the job is done.
This role is about keeping daily courier operations running smoothly while giving clients the confidence and know-how to ship effectively using the platform.
Rémunération : 55 000,00$ à 65 000,00$ par an
Avantages :
- Assurance Dentaire
- Assurance Invalidité
- Assurance Maladie Complémentaire
- Assurance Vie
- Congés payés
- Tenue Décontractée
Lieu du poste : Télétravail hybride à Saint-Laurent, QC H4S 1Y2
