Customer Service Representative

Posted Tuesday, April 14, 2026 at 4:00 AM Join our team Metro Supply Chain (MTH) is a division of Metro Supply Chain, a strategic supply chain solutions partner to some of the world’s fastest growing and most reputable organizations. For 50 years, it has excelled at tailoring integrated, data-driven solutions, fueled by advanced systems and technology, that fulfill complex and challenging distribution needs. Managing 19 million square feet operating out of more than 175 sites across North America and Europe with a team of 9,000, it is one of Canada’s largest privately owned supply chain solutions companies. Metro Supply Chain is a 2024 winner of the Canada’s Best Managed Companies program, recognized for its strategic expertise, culture of innovation and commitment to its people and local communities. SUMMARY Reporting to the National Claims & Clients Resolutions Manage, as a Claims & Resolutions Agent, you will play a key role in the end-to-end management of claims related to delivery operations. You will be responsible for investigating, analyzing, and resolving claims while maintaining effective communication with multiple stakeholders. This role requires strong attention to detail, an investigative mindset, and the ability to operate in a structured, process-driven environment. Monday to Friday 8:30am to 5:00pm RESPONSIBILITIES Receive and process claims through various platforms (email, internal systems) Accurately enter and manage data within company systems Conduct investigations by reviewing documentation, photos, and case details Assess circumstances and determine liability Communicate professionally with customers, clients, internal teams (operations, finance), and external partners Ensure consistent follow-up until full resolution of each claim Apply and adhere to internal processes and compliance standards Manage priorities effectively and meet established deadlines Utilize multiple tools including Front, Clear Destination, TMW, Resolver, and Microsoft Office Suite Assume other additional related responsibilities. WORK ENVIRONMENT Currently remote (hybrid model) Intensive onboarding and training provided Fast-paced environment requiring autonomy and adaptability EXPERIENCE & SKILLS Experience in the insurance industry (complaints and claims) Claims assessment Customer service Fully bilingual (French and English – spoken, written, and comprehension) Strong communication skills, both verbal and written Excellent active listening skills with the ability to gather key information effectively Strong analytical and investigative mindset High attention to detail and strong observational skills (especially when reviewing photos and documentation) Strong problem-solving abilities with a structured approach Process-driven with a strong compliance mindset Excellent time management and organizational skills Comfortable working with multiple systems and technology platforms COMPETENCIES Customer Centricity Fostering Culture Collaboration Problem Solving & Decision Making Managing Through Change Developing Self & Others Planning & Results Orientation Communication Always Improving Mindset Business & Financial Savvy EDUCATION Completion of secondary school or college or equivalent business administration experience is preferred. The position holder will be required to communicate regularly with clients, management and colleagues located outside Quebec as part of work and case follow-ups. An intermediate level of spoken and written English is required Why Join Us Work in an environment where safety is our first priority The opportunity to build a career with a growing company Medical, dental, and vision coverage for you and your family Life and disability insurance Wellness programs to support your family’s well-being A Retirement Savings Program with a company match Company team wear allowance Employee Appreciation Day Company sponsored social events Community volunteering We are an equal opportunity employer committed to building and fostering a diverse workplace where people feel included and valued. We encourage applications from all qualified individuals. Should you require accommodation for a special ability or need during the recruitment process, please reach out to a member of our Human Resources Team.