Cole Careers

Join our team.

CARM Service Representative

The CARM Services Representative (CSR) will participate in Cole’s CARM Financial Services by diligently performing duties related to Importer Financial Security, such as Surety Bonds and client transitioning to the Importer Direct Security (IDS) program. This role will support the CARM department in the current and evolving requirements of Cole and the CARM project, which will involve CARM Client Portal (CCP) and CBSA Accounts Receivable Ledger (ARL) activities. This role will work directly with clients, colleagues, Canada Border Services Agency (CBSA) and other key members as required.

The CSR will monitor financial security and CARM information, legislations, policies, and procedures to provide recent and accurate information of the CARM project in processes and communications. The CSR will participate in the evolution of Cole CARM services, procedures, methods and revenue opportunities and mentor/train colleagues in extensions of job functions and CARM services.

Core Competencies

  • Initiative
  • Reporting
  • Teamwork
  • Time Management
  • Problem Solving
  • Customs Knowledge
  • Research and Analysis
  • Organizational Skills
  • Computer Skills
  • Written and verbal communication skills
  • Detail Orientated
  • Problem Solving Skills
  • Critical Thinking

Job Duties

  • Work with CRA and CBSA to determine importer information
  • Communicate or perform required updates to client profiles
  • Review CARM Release Prior to Payment (RPP) bond requirements and process bond conversions according to developments
  • Utilize and provide reporting regarding bonds, communications, and billing
  • Maintain current Cole services, integrate, and adjust structures along with CARM program evolution
  • Participate in pilot projects and provide input in methods
  • Set up clients with CBSA for Cole EDI Statement of Account and Daily Notice delivery, maintain or update records, and monitor transmissions
  • Remain current on developments within the industry and competitors
  • Provide prompt responses to inquires
  • Collaborate with key members and marketing professionals regarding related items and services
  • Maintain strong relationship and communication with CBSA and Bond Providers
  • Assist with the research, development and implementation of policy related to this job function
  • Perform other tasks and duties as required


  • High school diploma or GED, or an acceptable combination of education and experience
  • 1-2 years of direct work experience in a customs brokerage firm or in an office environment an asset
  • Industry related studies an asset (CCS, etc.)
  • Superior typing skills at 50 words per minute with a high accuracy rate
  • Must be able to deal with high stress environment
  • Time management skills are very important
  • Ability to apply understanding to carry out instructions in written, verbal, or diagram form
  • Must have strong interpersonal skills to be able to effectively work with clients, co-workers, carriers, etc.
  • Strong computer skills, working with various applications such as but not limited to Microsoft Office products, including Excel, Word, Outlook, etc.
  • Ability to question and apply logical thinking
  • Strong written and verbal skills to communicate with all levels of the organization, clients
  • Strong customer service orientation
  • Ability to work with minimal supervision
  • Basic understanding of the Customs Tariff an asset
  • Bilingual French/English if required