North American Operations Customer Solution Specialist

Its not a package. Its a promise.

As Canadas leading integrated freight package and logistics provider weve been helping promises get where they need to be for more than 60 years. How does the magic happen The journey starts with you. The places we go the elements we brave the promises we deliver its all possible because of our people. So whether youre looking to build new skills make an impact in your community or inspire your team we go there for you.

Position Summary

Reporting to the Manager Customer Experience the Customer Experience Specialist is responsible for identifying developing and implementing customer-focused operational solutions that enhance service performance improve customer satisfaction and support business growth.

This role leverages operational and customer data to identify opportunities for improvement develops sustainable solutions that align with business objectives and serves as a key liaison between Sales Operations and customers. The successful candidate will act as the voice of the customer ensuring customer requirements are translated into operationally sound solutions while balancing service cost and operational considerations. This role also provides expertise guidance and best practices to Operations teams to help drive continuous improvement across the organization.

Responsibilities

Customer Experience Analysis & Continuous Improvement

• Analyze operational and customer-specific data to identify opportunities to improve customer experience and operational performance.
• Investigate service trends customer concerns and operational challenges to determine root causes and recommend solutions.
• Monitor implemented solutions to ensure anticipated benefits are achieved and sustained.
• Apply Lean Continuous Improvement and quality management principles to drive ongoing enhancements.

Solution Development & Implementation

• Develop and implement customer-focused operational solutions that align with corporate priorities and operational capabilities.
• Balance customer service requirements with cost efficiency and operational constraints.
• Evaluate solution effectiveness and make recommendations for ongoing optimization.

Customer Onboarding & Reporting Solutions

• Gather and translate customer solution requirements from Sales during the onboarding process.
• Ensure customer expectations align with operational capabilities and service commitments.
• Design and develop reporting solutions for strategic customers based on business requirements and performance objectives.

Cross-Functional Partnership

• Serve as a liaison between customers Sales and Operations to support solution development and issue resolution.
• Act as the voice of the customer during process design deployment operational planning and decision-making activities.
• Develop strong working relationships with stakeholders across the organization to drive collaboration and alignment.

Operational Coaching & Support

• Provide guidance to Operations teams on customer experience tools best practices and continuous improvement methodologies.
• Support the adoption of customer-focused processes and operational excellence initiatives.
• Share insights and recommendations that improve service delivery and customer satisfaction.

Education

• Bachelors degree in Engineering Mathematics Analytics Supply Chain Business Administration or a related discipline.
• Equivalent combination of education and experience may be considered.

Experience

• Minimum 7 years of progressive experience in customer experience operations logistics transportation courier supply chain or a related industry.
• Thorough understanding of courier or transportation network operations policies and procedures.
• Demonstrated experience developing and implementing operational or customer-focused solutions.
• Proven ability to build strong working relationships across Operations Sales and other business functions.
• Experience working in a unionized environment with an understanding of labor considerations and operational constraints.
• Experience influencing cross-functional stakeholders without direct authority.

Technical Knowledge and Skills

• Strong understanding of operational analytics and performance measurement.
• Advanced knowledge of Lean Continuous Improvement and Quality Management principles.
• Strong statistical analysis skills including:
• • Forecasting
  • Benchmarking
  • Correlation analysis
  • Target-setting and performance measurement
• Experience with business intelligence and reporting tools including:
• • SAP Business Intelligence
  • QlikView
  • Salesforce
  • Transportation and operational reporting systems
• Strong analytical problem-solving and decision-making skills.
• Excellent communication presentation and stakeholder management abilities.

Language Requirement: There are no language requirements for this position.

POSTING DETAILS
Location: 530 - Corporate
Working Conditions: Office Environment

Reports to: Manager Operations Customer Solutions North America
---

Purolator is an equal opportunity employer committed to diversity and inclusion. We welcome all qualified applicants and provide accommodations during the recruitment process upon request.

Purolator complies with Canadian law in all recruitment practices. During pre-screening we may use an Artificial Intelligence (AI) tool supported by human oversight to efficiently manage tasks such as resume screening and candidate matching enabling our team to connect with qualified candidates faster.

Personal information is used solely for recruitment and managed in accordance with privacy legislation. For AI-related inquiries only contact . To apply visit our Careers Page.

We recognize that employees and their families are essential to our success. We strive to provide a safe healthy and supportive workplace ensuring the right people have the tools they need to thrive.

Every day at Purolator is an opportunity to connect with colleagues customers and communities to make a positive impact. Learn more about our values at .

Required Experience:

IC

Employment Type : Full-Time
Experience: years
Vacancy: 1