Manager Service Quality

Purolator Inc; Richmond; On-site; CAD 80,000 - 100,000; Full time

Job summary

A leading logistics provider in Richmond is seeking a Manager of Service Quality to enhance customer experience through operational solutions and data analysis. The ideal candidate has a Bachelor's degree with 2-5 years of experience in operations and strong analytical skills. This role requires effective communication and problem-solving abilities while ensuring compliance with CBSA standards. The company promotes a diverse work environment.

Benefits

Equal opportunity employer

Opportunities for community impact

Qualifications

• 2-5 years of relevant operations, project management, or service management experience.
• Experience managing or working within a bonded operation.
• Knowledge of CBSA requirements and procedures for bonded warehouses.

Responsibilities

• Create, design, and implement operational solutions for customers.
• Support daily operations, projects, and tasks.
• Lead service quality initiatives ensuring compliance across various areas.

Skills

Strong analytical skills

Effective communication skills

Team-oriented

Problem-solving skills

Flexibility

Education

Bachelor’s Degree or Engineering

Lean Six Sigma Green Belt

PMP certification

Tools

Microsoft Office Suite (Excel, PowerPoint, Access, Visio, Power BI, Tableau)

Job description

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 over 60 years. 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. Whether you’re building new skills, making an impact in your community, or inspiring your team, we go there for you.

Description

This role reports to the Senior Manager, Quality and Service. The Manager of Service Quality works closely with Service Excellence Vertical Leads and plays a critical role within various verticals such as Health Care, E-Commerce, Industrial & Technology, including Returns and Strategic Partner Services.

This position provides data-driven insights that influence operational decision-making, planning, and process design. It focuses on network analysis, trends, and client-specific data to identify opportunities for enhancing customer experience.

Responsibilities

• Create, design, and implement operational solutions for new or existing customers.
• Support daily operations, projects, and tasks.
• Follow Corporate Guidelines as set forth by the company.
• Develop and refine relevant processes.
• Manage compliance with CBSA and coordinate related requests.
• Guide bonded operations on CBSA requirements and expectations.
• Address CBSA questions and concerns promptly.
• Support dock operations and personnel in shipment processing.
• Provide operational leadership within the Global Supply Chain Solutions organization.
• Lead or participate in cross-functional teams supporting Operations, Sales, and Marketing.
• Collaborate with operations to deliver cost-effective, high-quality solutions.
• Enhance or modify existing processes to improve service and reduce costs.
• Maintain industry expertise through participation in associations.
• Provide timely and accurate metrics for regional and facility performance.
• Communicate effectively with Sales and other departments.
• Lead service quality initiatives, ensuring compliance across various areas including customs, brokerage, and safety.
• Improve warehouse productivity to meet or exceed expectations.
• Act as liaison with CBSA and other stakeholders.
• Analyze operations and recommend enhancements.
• Meet or exceed quality service metrics.
• Coordinate with branches, customs brokers, and transportation departments.
• Ensure proper rating of all shipments for billing accuracy.
• Participate in onboarding new customers to ensure successful launches.
• Train staff on programs and policies.
• Orient new staff and review responsibilities and performance expectations.
• Set work goals and standards for the team to ensure service and quality compliance.

Education and Experience

• Bachelor’s Degree or Engineering with relevant experience.
• Lean Six Sigma Green Belt is preferred.
• Experience in data analysis is an asset.
• 2-5 years of relevant operations, project management, or service management experience.
• Experience managing or working within a bonded operation.
• Knowledge of CBSA requirements and procedures for bonded warehouses.
• Strong client service skills, problem-solving, and ability to provide actionable recommendations.
• Mentoring and coaching skills.
• Team-oriented with strong relationship-building skills.
• Customs knowledge and education are advantageous.
• PMP certification is a plus.

Qualifications

• Strong analytical skills for managing large data sets.
• Ability to analyze data for cost savings, service, and quality improvements.
• Effective communication skills for promoting programs and policies.
• Flexibility, active listening, and persuasion skills.
• Decision-making abilities impacting customers, employees, and business outcomes.
• Proficiency in Microsoft Office, especially Excel, PowerPoint, Access, Visio, Power BI, and Tableau.
• Influence and consensus-building skills.
• Adaptability to multi-location operations.
• Problem-solving and resolution skills focused on business improvement.
• Integrity and commitment to doing the right thing.
• Motivation and enthusiasm for organizational impact.
• Willingness to travel up to 50%, including driving to various locations.
• Availability to work on-site and participate in CBSA visits.

Posting Details

Location: 541 - Richmond

Working Conditions: Office environment

Reports to: Sr Mgr Global Supply Chain Solutions

Purolator is an equal opportunity employer committed to diversity and inclusion. We consider all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or Indigenous status. We will provide accommodations during the recruitment process upon request.

Every day at Purolator is an opportunity for our employees to connect and make a positive community impact.