Remote Logistics Customer Service Lead & Process Optimizer

Kuehne+Nagel; Montreal (administrative region); Hybrid; CAD 55,000 - 85,000; Full time

Benefits offered by this job

Health and dental benefits

Retirement savings plan

Tuition reimbursement

Job summary

Kuehne+Nagel in Montreal is seeking a warehouse professional to support complaints handling and drive process improvements across sites. You will work with site teams to ensure accurate audit responses, manage SOPs, and publish KPI data to customers, while leading initiatives for consistent adherence to the complaints process.

Ideal candidates bring 3–5 years of warehouse experience, WMS proficiency, strong Excel skills, and RF scanner expertise.

Qualifications

• 3–5 years of warehouse experience, preferably in a leadership or supervisory capacity.
• Experience with Warehouse Management Systems (WMS).
• Strong inventory management experience, including inventory accuracy and control.
• Proficiency in Microsoft Excel for tracking, reporting, and analyzing data.
• Experience using RF (Radio Frequency) scanners in a warehouse environment.

Responsibilities

• Support operations and transportation with the complaints process.
• Work with the site teams to drive accuracy, quality and consistency of audit responses.
• Drive standardization and improvement of processes and ensure adherence to process changes and enhancements to drive overall improvement in the metrics for complaints.
• Maintain, develop, update/revise accurate SOP’s that documents the complaint process.
• Maintain, analyze and publish all relevant data, monthly reporting and KPI’s including but not limited to complaints data, order accuracy, trends, re-occurrences, etc.
• Attend weekly, bi-weekly and monthly business meetings to present all applicable metrics, projects and future improvements directly to the customer.
• Lead continuous process improvement projects to drive consistency in adherence to the complaints process.
• Coach the teams through process changes as required.
• Collaborate with the KNPS and Quality Assurance teams to ensure compliance in processes, responses and improvements as required.
• Work closely with the leadership teams from all customer sites to ensure alignment around complaints for KPIs, processes and performance of their teams.
• Provide updates and respond knowledgeably and courteously to inquiries by customer, customer suppliers and carriers.

Job description

Kuehne+Nagel in Montreal is seeking a warehouse professional to support complaints handling and drive process improvements across sites. You will work with site teams to ensure accurate audit responses, manage SOPs, and publish KPI data to customers, while leading initiatives for consistent adherence to the complaints process.

Ideal candidates bring 3–5 years of warehouse experience, WMS proficiency, strong Excel skills, and RF scanner expertise.