Client Partnering - Call Centre Representative

at  Farrow

Farrow is a diversified, family-owned business that facilitates international trade by executing comprehensive customs brokerage and integrated logistics solutions. We provide our clients peace of mind with our customs brokerage, shipping, and freight-forwarding capabilities for Canada and the United States.
Farrow Prides itself on providing exceptional customs service with a true focus on trade compliance. It is our passion for personalized care that has led to Farrow being in business for over 100 years and has allowed us to constantly expand with 29 locations across North America and we’re still growing! We’re real people, family-owned and dedicated to our employees with a history of reinvesting in them. This commitment and dedication are why many of our employees have been with us longer than 20 years and why we have been recognized as one of Canada’s Best Managed Companies for 10 consecutive years.
Position Summary
This entry-level position is primarily responsible for sending emails, making outbound calls, and assisting with the input of customer data.
Note: This is a temporary, 6 month contract position

Key Responsibilities

• Emailing setup forms to clients for completion for the new CARM process.
• Entering data into the system.
• Making outbound phone calls to discuss the new CARM process for customs payments with our clients or new potential clients.
• Answering questions from incoming calls regarding CARM or escalating to a senior member.
• Performing other duties as needed or required.
• KPI goal targets the number of calls/emails daily/weekly.

Education and Experience

• High School Diploma or equivalent.
• Office experience is an asset, but not required.

Competencies, Working Skills & Attributes

• Excellent communication skills, comfortable speaking to a diverse group of clients.
• Must be fluent in English as the majority of our clients are English-speaking.
• Must work independently and stay organized while fulfilling daily and weekly call/email targets.
• Experience with computer applications including Microsoft Word, Excel, and PowerPoint to update documents.
• Excellent attention to detail to ensure data entry is accurate.

Working Conditions, Mental Effort & Physical Requirements

• Sitting at a desk for prolonged periods.
• Making numerous phone calls in a shift.
• Using keyboard/mouse for much of the day (5-6 hours)

Farrow is an equal opportunity employer, committed to diversity and inclusion. Accommodations for job applicants with disabilities are available on request

• Emailing setup forms to clients for completion for the new CARM process.
• Entering data into the system.
• Making outbound phone calls to discuss the new CARM process for customs payments with our clients or new potential clients.
• Answering questions from incoming calls regarding CARM or escalating to a senior member.
• Performing other duties as needed or required.
• KPI goal targets the number of calls/emails daily/weekly