We are seeking a proactive and customer-focused Service Desk Executive to join our growing team. This hybrid position combines remote work with in-office collaboration to provide first-level support for customers, drivers, and internal employees while ensuring service requests are resolved efficiently and professionally.
Position Summary
The Service Desk Executive serves as the first point of contact for customer inquiries and internal service requests. The successful candidate will provide timely support through phone, email, live chat, and ticketing systems while coordinating with dispatch, operations, and other departments to resolve issues and maintain high customer satisfaction.
This role requires excellent communication skills, strong problem-solving abilities, attention to detail, and the ability to manage multiple priorities in a fast-paced logistics environment.
Key Responsibilities
- Serve as the primary point of contact for customer inquiries and service requests.
- Respond promptly to incoming phone calls, emails, and online support tickets.
- Assist customers with shipment tracking, delivery updates, scheduling, and general inquiries.
- Create, prioritize, update, and resolve service tickets using the company's support system.
- Escalate complex issues to the appropriate departments while ensuring timely follow-up.
- Coordinate with dispatch, warehouse, operations, and driver teams to resolve delivery-related concerns.
- Monitor open cases and ensure all issues are resolved within established service level agreements (SLAs).
- Maintain accurate documentation of customer interactions and issue resolutions.
- Assist customers with account updates and service information.
- Investigate customer complaints and recommend appropriate solutions.
- Support internal employees with operational inquiries and system-related requests.
- Identify recurring issues and recommend process improvements.
- Maintain professionalism and confidentiality when handling customer information.
- Contribute to continuous improvement initiatives aimed at enhancing customer satisfaction.
- Perform additional administrative and customer support duties as assigned.
Qualifications
- High school diploma required; post-secondary education in Business Administration, Customer Service, Information Technology, or a related field is an asset.
- Minimum 1–3 years of experience in customer service, service desk, help desk, call centre, or logistics support.
- Experience in transportation, courier, warehousing, or logistics is preferred.
- Strong verbal and written communication skills.
- Excellent organizational and time management skills.
- Ability to work independently and collaboratively within a team.
- Strong analytical and problem-solving abilities.
- Professional and customer-focused attitude.
- Ability to remain calm under pressure while managing multiple priorities.
- High level of accuracy and attention to detail.
Technical Skills
- Proficiency with Microsoft Office (Word, Excel, Outlook, Teams).
- Experience using CRM, help desk, or ticketing software.
- Ability to learn new software applications quickly.
- Comfortable using multiple computer systems simultaneously.
- Basic knowledge of data entry and reporting tools.
Preferred Skills
- Experience with customer relationship management systems.
- Knowledge of courier, transportation, or supply chain operations.
- Familiarity with service desk best practices.
- Experience supporting remote teams.
- Bilingual (English/French) is considered an asset.
Core Competencies
- Customer Service Excellence
- Communication
- Critical Thinking
- Problem Solving
- Team Collaboration
- Accountability
- Time Management
- Adaptability
- Conflict Resolution
- Attention to Detail
- Professionalism
- Continuous Learning
What We Offer
- Competitive salary
- Hybrid work environment
- Comprehensive health and dental benefits
- Employee Assistance Program (EAP)
- Paid vacation and statutory holidays
- Paid training and onboarding
- Career development and advancement opportunities
- Supportive and collaborative workplace
- Employee recognition programs
- Company-sponsored learning and development
Working Conditions
- Hybrid work arrangement with scheduled in-office and remote workdays.
- Primarily desk-based with extended periods of computer use.
- Frequent communication via phone, email, and virtual meeting platforms.
- Fast-paced environment requiring effective multitasking and prioritization.
Kargo Today is committed to creating an inclusive workplace where all employees are treated with respect and dignity. We welcome applications from qualified candidates of all backgrounds and are committed to providing accommodation throughout the recruitment process in accordance with applicable accessibility legislation.
Pay: $20.20-$29.78 per hour
Benefits:
- Dental care
- Flexible schedule
- Language training provided
- Life insurance
- On-site gym
- On-site parking
- Relocation assistance
- Vision care
- Work from home
Work Location: Hybrid remote in Kitchener, ON N2C 2M3
