North American Operations Customer Engagement Lead

It’s not a package. It’s a promise®.

As Canada’s leading integrated freight, package, and logistics provider, we’ve 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 – it’s all possible because of our people. So, whether you’re looking to build new skills, make an impact in your community, or inspire your team, we go there for you.

Description

North American Operations Customer Engagement Lead

Within North American Solutions Design Team, this role will be responsible to represent Sr Director of North American Solution Design with sales requests including priority initiatives as defined by the Sr Director. The North American Operations Customer Solutions Lead will collaborate with internal and external stakeholders and oversee cross-functional teams regarding client’s concerns, initiative and projects. In addition, the Lead will strategize on project scope, objectives, and risks, critical and non-critical paths, ensuring stakeholder engagement and alignment.

We are considering candidates across North America for this role.

Responsibilities

-Support Account Executives with service escalations in developing and managing relationships with internal and external customers where contact involves probing and interpretation in dealing with complex or sensitive issues and/or gaining cooperation with accountability.
-National in scope Sales and Customer support, representing Operations in Customer needs analysis, Customer service questions/concerns, and meeting with National customers when required.
-Working with internal stakeholders to identify cost and network impacts.
-Responsible for developing onboarding deployment plans, managing resource allocation, and master schedules, as well as risk analysis, and leading project reviews.
-Adhoc projects, collaborating with key subject matter experts throughout the head office and the field.
-Manage and oversee client programs and projects, from conception to implementation; both from a high-level perspective as well as detailed business analysis, with a focus on achieving and sustaining customer satisfaction, through building customer relationships.
-Analyze customer requirements and work with all functional groups to develop customer solutions including coordinating with operational staff in other divisions for integrated distributions across geographies.
-Determine facility and labor requirements and work with other operations and lines of business to identify appropriate facilities and manpower.
-Guide the Process Owners and other stakeholders through the required deliverables to execute the desired outcome of the project or task.
-Strategize, build, and maintain new initiatives, identify short-term and long-term opportunities that align with corporate objectives.
-Continually focus on cost controls and reductions, revenue generation, and overall customer and stakeholder satisfaction.
-Account for non-standard customer expectations and work with internal stakeholders to identify cost impacts.
-Drive revenue by interfacing with sales/operations to generate growth within the geography (new and existing customers), including presenting solutions to existing and new customers.
-Provide summary level reporting of productivity, revenue, and service.

Experience

-Over 4 years and including 5 years (generally progressive experience).
-Vast Operations experience within Purolator or other Transportation/Logistics leaders.
-Knowledge of Courier, Freight, Logistics and North America geography.
-Ability to learn and understand Purolator-specific systems (Salesforce, Medgate, Qlikview Dashboards, FMR, Daily tracking, etc.).
-Above-average Purolator Operations acumen.
-High level of business oral and written communication skills.
-Project Management experience.
-Advanced knowledge of MS Office suite.

Education

Equivalent to University Graduation in General Courses - Analytical, critical thinking, and research skills gained.

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

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

Reports to: Senior Manager North American Strategic Customer Support
---

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 TalentCOE@purolator.com. 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 www.purolator.com.