Careers at sylvite

Customer Service Representative - Dispatch

We currently have an opening for the position of Customer Service Representative - Dispatch based at our Harvester Road Burlington location.


CSR - Customs

  • Collect all pertinent paperwork for customs processing
  • Closely monitor customs email to ensure immediate response to customs preparation requests
  • Work with Brokers and on CBSA website to ensure accurate shipments
  • Prepare ACE and ACI manifests
  • Provide drivers with competed paperwork

CSR – Dispatch Support

  • Assist Load Planners in day to day operation
  • Order Entry
  • Customer Reports
  • Provide drivers with accurate information for picking up and dropping off loads
  • Inform drivers of procedures to be followed – e.g. incorrect address, wait times, etc.
  • Follow up on dropped trailers
  • Accurately close orders in Transportation Management System
  • Follow standard operating procedures re transportation of goods, supporting documents, etc.
  • Recommend changes to standard operating procedures in order to increase efficiencies on an ongoing basis and to provide corrective action

Driver Liaison

  • Perform on-call services as per department policy
  • Hours of Work and days off for General Holidays may be modified as relates to customer demand
  • Monitor Hours of Service – advise supervisor when driver is nearing maximum hours
  • Assist drivers with issues resolution – loads, equipment, deliveries timing, etc.
  • Resource to drivers to resolve personal issues, such as absence, scheduling vacation, other time off, etc.
  • Assist Administrators and driver regarding problems with paperwork, driver envelope information, etc.
  • Assist Fleet Operations to coordinate contacting driver re: fleet maintenance or safety and compliance needs
  • Advise General, Terminal, Driver or Fleet Manager re: need for disciplinary action

System Integrity

  • Transportation Management System– critical to access and enter accurate and complete data - information is used by others 
  • Identify problem areas to Transportation Management System provider / Transportation Administrator 


  • Cross train in the various operational boards – Logistics, Local/PQ, USA, etc.
  • Be prepared to provide coverage related to illness/vacation of other team members.
  • Develop an effective working relationship with other Operations personnel
  • Provide complete information when transitioning work to other dispatchers

Customer / Industry Relations

  • Develop and maintain business network of contacts
  • Participate in industry associations, attend related conferences, etc.

Company Knowledge and Mutual Support

  • Become knowledgeable about all Sylvite divisions and the products and services they provide to customers
  • Demonstrate adherence to ISO standards and other best practices
  • Documentation of all processes and tasks for which a function is responsible
  • Demonstrate a high degree of service to and collaboration with other business units
  • Provide support to other department members maintaining a sense of team
  • Provide positive feedback to others when possible; coach others for success
  • Recommend opportunities for improvement of processes and systems as a result of the function performed or based on observations
  • Recommend opportunities for reducing costs


Key Personal Attributes

  • Decision Making Skills
  • Problem Solving Skills
  • Accuracy / Attention to Detail
  • Strong Interpersonal Skills
  • Persuasiveness
  • Negotiation Skills
  • Ability to work in a fast-paced, changing environment

Education, Experience and/or Training Requirements

  • 2-3 years’ experience in the Transportation Industry as a dispatcher
  • Experience with U.S. Board and Customs 
  • University/College Degree in Related Field or equivalent experience
  • CITT Accreditation – Canadian Institute of Traffic and Transportation – desired
  • Industry-Related Training Courses Proficiency with Transportation Management Software, Excel
  • TMW Training
  • On-the-Job Training specific to Function – proficiency within three months
  • General Health & Safety Orientation
  • WHMIS Training

Working Conditions

  • Physical Effort: Normal
  • Physical Environment: Normal
  • Sensory Attention: High degree of attention to detail
  • Mental Stress: Fast-paced working environment