• Serve as a primary point of contact for customer inquiries, shipment updates, and service requests • Build and maintain strong customer relationships through proactive communication • Provide accurate and timely information regarding shipments, delays, and service concerns • Respond to customer inquiries via phone, email, and other communication channels • Deliver a professional, responsive, and customer-focused experience • Investigate and resolve customer concerns in a timely and professional manner • Collaborate with operations, dispatch, and leadership teams to identify solutions • Escalate service issues when appropriate while keeping customers informed throughout the process • Maintain accurate documentation of customer interactions and resolutions • Monitor shipment activity and freight movement • Assist with shipment tracing and delivery follow-up • Coordinate with dispatch, drivers, and operations teams to support customer needs • Maintain accurate customer records and shipment information • Support billing, documentation, and service-related inquiries • Identify opportunities to improve the customer experience • Communicate customer feedback and trends to leadership • Participate in training and process improvement initiatives • Support a culture of teamwork, accountability, and service excellence

• Maintain accurate and up-to-date Salesforce data across referral accounts, outreach activities, and events, ensuring strong CRM hygiene and reporting visibility • Ensure consistent documentation of referral partner interactions, outreach efforts, and event activity • Provide basic Salesforce support, including guidance on data entry, activity tracking, and adherence to established processes and standards • Assist with onboarding and training of Business Development representatives and Executive Directors on Salesforce usage and expectations • Support preparation for community outreach, presentations, referral partner meetings, and engagement activities • Coordinate logistics and materials for events, including lunch-and-learns and other outreach initiatives • Track and monitor referral partner engagement and event activity across assigned markets • Assist with onboarding coordination by facilitating system access, distributing materials, and providing guidance on tools and processes • Coordinate ordering and distribution of marketing and outreach materials to support field teams • Respond to field requests and provide administrative support to enhance execution across service areas • Support tracking and reporting of outreach metrics, event performance, and CRM activity audits • Assist with data cleanup, reporting preparation, and overall sales operations support

• Manage incoming calls, emails, and messages from clients and provide timely and accurate responses to their inquiries. • Collect and document essential information from clients regarding their cases, ensuring all necessary details are accurately logged. • Assist clients in navigating their cases by providing updates and information about the legal process. • Address and resolve client issues or concerns in a professional and empathetic manner, escalating complex situations to the appropriate team members when necessary. • Support administrative tasks as needed, including data entry, managing schedules, and organizing client files.

• Lead the onboarding process for new CSN Licensee locations across Canada. • Guide new Licensees through CSN systems, operational processes, KPIs, and insurer program expectations. • Assess shop operations and identify opportunities to improve efficiency and performance. • Help establish operational workflows, best practices, and standard operating procedures. • Coordinate with internal CSN departments to ensure a seamless onboarding experience. • Transition fully onboarded Licensees to the appropriate Field Operations Manager for ongoing support. • Provide onboarding support to U.S. operations when required. • Provide coaching and operational support to newly onboarded Licensees. • Identify performance gaps and recommend practical solutions to improve shop performance. • Support continuous improvement initiatives focused on productivity, cycle time, repair quality, customer experience, and operational consistency. • Monitor progress through regular follow-up and performance tracking. • Build strong relationships with Licensees while acting as a trusted operational advisor. • Collaborate with the Programs & Services and Training teams to develop operational resources, tools, and best practices. • Provide operational feedback and performance updates to Field Operations leadership. • Support strategic initiatives and department projects as required. • Assist the Field Operations Team during periods of increased business demand.