Mission Critical Ops & Customer Service Lead

Purolator; United States; On-site; USD 106,000 - 120,000; Full time

Benefits offered by this job

Medical & Prescription Drugs

Annual Bonus Incentive Plan

Paid Time Off Including: Vacation/Sick

Tuition Assistance

Retirement Plan Employer Contribution

Job summary

Purolator International seeks a seasoned leader to head the Mission Critical Operations & Customer Service team, accountable for time-sensitive shipment solutions and 24/7/365 operations. The role oversees customer service workflows, exception handling, complex quotes, routing guidance, and SOP execution to ensure continuity across premium accounts.

Collaborate with cross-functional partners on PRISM enhancements, dashboards, and performance visibility; manage client communications, escalations,

Qualifications

• 10+ years leading Customer Service teams supporting premium, expedited, domestic, and international Mission Critical transportation operations.

Responsibilities

• Lead the Mission Critical Customer Service team and oversee 24/7/365 coverage for high-visibility shipments.
• Oversee client communications, escalations, and service recovery during critical operational events.
• Develop SOPs, monitor SLAs, and coordinate with Network/Solutions, Sales, and IT for performance visibility.

Skills

Customer Service

Operations Leadership

SOP Development

24/7/365 Coverage

Tools

Transportation Management Systems (TMS)

Dashboards

Job description

Purolator International seeks a seasoned leader to head the Mission Critical Operations & Customer Service team, accountable for time-sensitive shipment solutions and 24/7/365 operations. The role oversees customer service workflows, exception handling, complex quotes, routing guidance, and SOP execution to ensure continuity across premium accounts.

Collaborate with cross-functional partners on PRISM enhancements, dashboards, and performance visibility; manage client communications, escalations,