Continuous Improvement Engineer

TMC Canada; Milton; On-site; CAD 85,000 - 110,000; Full time

Job summary

TMC Canada is seeking a Customer Experience Engineer to elevate customer satisfaction within our Distribution Center. You will lead continuous improvement initiatives and engage directly with customers to support service performance and joint supply chain initiatives.

Responsibilities include meeting with customers to review performance, resolving issues, and driving joint improvement plans while supporting scorecards, QBRs, and service recovery actions.

Qualifications

• Engineering degree or equivalent (Master's level) in industrial engineering, logistics, or supply chain.
• Experience in continuous improvement, quality, customer relations, or logistics within a distribution center.
• Fluent English with regular interactions with customers and international teams.

Responsibilities

• Lead improvement actions related to quality claims, returns, Lean Ordering, and delivery complexity reduction.
• Act as the first customer escalation point for operational issues impacting the market.
• Meet with customers face-to-face and virtually to review performance and drive joint improvement plans.
• Support customer scorecards, QBRs, and service recovery actions.

Skills

Continuous improvement

Distribution operations

Problem solving

Data analysis

Customer focus

Education

Engineering degree or equivalent

Tools

Excel

PowerPoint

Data visualization tools

ERP/WMS knowledge

Job description

The Customer Experience Engineer (CEE) is responsible for elevating customer satisfaction and driving operational excellence for the Distribution Center. This role leads continuous improvement activities and directly engages with customers to support service performance and joint supply chain initiatives.

The role involves the following tasks and responsibilities :

• Continuous Improvement : Lead improvement actions related to quality claims, returns, Lean Ordering, and delivery complexity reduction. Analyze performance gaps and implement sustainable correctives ;
• Customer Mindset Leader : Act as the first customer escalation point for operational issues impacting the market. Promote customer-centric behaviors across teams ;
• Direct Customer Engagement : Meet face-to-face and virtually with customers to review performance, resolve issues, and drive joint improvement plans. Support customer scorecards, QBRs, and service recovery actions ;
• Works with distribution to fix problems between clients and SE distribution systems.

What do we expect from you ?

Technical skills :

• Proficiency in continuous improvement methodologies (Lean, problem-solving, root cause analysis, corrective and preventive action plans) ;
• Strong knowledge of distribution and supply chain operations (order management, returns, deliveries, quality claims) ;
• Ability to analyze performance indicators, identify gaps, and implement sustainable solutions ;
• Comfortable preparing and leading customer scorecards, quarterly business reviews (QBRs), and service recovery plans ;
• Proficiency in office and reporting tools (Excel, PowerPoint, data visualization tools); knowledge of ERP/WMS systems is a plus.

Soft skills and Interpersonal skills :

• Strong customer focus and ability to foster a customer-centric culture across teams ;
• Excellent written and verbal communication skills, both face-to-face and remotely ;
• Ability to handle escalations and resolve conflicts diplomatically ;
• Cross-functional leadership: ability to rally and mobilize teams without direct reporting lines ;
• Rigor, organizational skills, and initiative ;
• Analytical and synthesis skills.

Education, Experience and Language :

• Engineering degree or equivalent (Master's level), ideally in industrial engineering, logistics, or supply chain ;
• Experience in a similar role (continuous improvement, quality, customer relations, or logistics), ideally within a distribution center ;
• Fluent English (regular interactions with customers and international teams).

What can you expect from TMC ?

We are the global home of employeneurs

: a group of highly skilled engineers, and digital experts who combine technical excellence with an entrepreneurial mindset to deliver high-tech solutions with positive impact for leading companies across multiple industry sectors.

At TMC, we believe that People Drive Technology, that’s why an employeneur is much more than just an average consultant. You’ll be part of an international community where your expertise is valued, your ambitions are supported, and your career is tailored to your personal and professional goals, all while helping to shape the future of technology.

The best solutions are created by people who are empowered to grow. That's why we are redefining the IT and Engineering Consulting market with a unique business model that combines the security of traditional employment with the freedom and ownership needed to develop your entrepreneurial mindset.

Employeneurship model is built around five key principles :

• Long-term work relationship : Enjoy the stability of a permanent contract while working on challenging projects with leading organizations ;
• Individual profit sharing : Benefit directly from the value you create through a transparent profit-sharing model ;
• YOUniversity : Access to continuous learning, technical development and personal growth trainings and coaching designed around your career ambitions ;
• Business Cells : Expertise-drive networks that foster collaboration, knowledge sharing, and technical excellence to drive innovation ;
• The Entrepreneurial Lab : A place to bring your most innovative ideas into reality, explore new technologies, and contribute to future start-ups opportunities.

TMC is an equal opportunity employer and values diversity. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.