Manager Service Quality
Purolator Inc.
Date: 5 hours ago
City: Richmond, BC
Contract type: Full time

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
This role is reporting to the Senior Manager, Quality and Service. The Manager Service Quality works closely with the Service Excellence Vertical Leads and plays a critical role within various verticals like Health Care, E-Commerce, Industrial & Technology, including Returns and Strategic partner Services.
This position is key in providing data-driven intelligence and actionable insights that impact operational decision-making, planning, execution, process design, and deployment. This position focuses on network analysis, trends, and client-specific data to identify areas of opportunity for an improved customer experience.
Responsibilities
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 for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, Aboriginal/Indigenous status or any other factors considered discriminatory. If you require an accommodation during the recruitment process, we will work with you to meet your needs.
At Purolator, we are committed to ensuring our recruitment process is fully compliant with Canadian law. As part of the first round of pre-screening, the application process may involve the integration of human oversight with an automated AI solution (“AI Tool”) to assist in evaluating candidate qualifications for the position for which they are applying. This AI Tool assists in automating certain stages, such as resume screening and skills assessments, and helps expedite getting to the initial communication stage with candidates. Any personal information shared with Purolator will be used strictly for the purposes of these job applications in compliance with applicable privacy law. If you have any questions about the process, please contact: [email protected]
We recognize that our employees and their families are key stakeholders. We will only be successful as a business if we provide our employees with a safe and healthy workplace and we have the right people in the right roles with the support they need to succeed. We hire for attitude and train for skills. To learn more about us and our values, go to www.purolator.com.
At Purolator, every day is an opportunity for our employees to connect with one another and with our customers to help make a positive impact in the communities where we live, work and play.
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
This role is reporting to the Senior Manager, Quality and Service. The Manager Service Quality works closely with the Service Excellence Vertical Leads and plays a critical role within various verticals like Health Care, E-Commerce, Industrial & Technology, including Returns and Strategic partner Services.
This position is key in providing data-driven intelligence and actionable insights that impact operational decision-making, planning, execution, process design, and deployment. This position focuses on network analysis, trends, and client-specific data to identify areas of opportunity for an improved customer experience.
Responsibilities
- Responsible for creating, designing, and implementing operational solutions for new or existing customers
- Provide support that will include daily operations and project/task support
- Must follow Corporate Guidelines as set forth by Corporation
- Development/refinement of relevant processes
- Responsible for managing compliance with CBSA and coordinating all requests
- Responsible for guiding bonded operations on CBSA requirements and expectations from Purolator
- Address CBSA questions and concerns with utmost urgency and follow-ups
- Support dock operations and personnel regarding the processing of all shipments
- Provide support operation leadership within the Global Supply Chain Solutions organization, assuming key roles as necessary
- Lead or participate in cross-functional teams supporting Operations, Sales, and Marketing initiatives
- Work in conjunction with the operations teams to provide cost effective and service excellence in the solutions we sell to our customers
- Look to enhance or modify existing processes to improve service and reduce costs
- Maintain functional/industry expertise by attending and participating in industry associations
- Provide metrics in an accurate and timely manner for assigned region and facility (e.g. warehouse productivity, transportation measurements, US/Intl, Southbound, Global Expedited)
- Provide communication, as required, to Sales and other functional departments in a timely manner
- Direct and lead service quality initiatives for Global Supply Chain Solutions and ensure compliance in all areas including but not limited to service quality, warehouse production, Customs, brokerage, CLVS, hazmat, dangerous goods, environmental health and safety
- Improve warehouse production in areas supporting the Global Supply Chain solutions and ensure it meets and exceeds corporate expectations
- Act as a liaison between local operations and CBSA
- Primary local contact for CBSA
- Analyze operations and processes and recommend appropriate enhancements to improve production
- Meet or exceed Quality Service metrics
- Liaison between branches, customs brokers and transportation department
- Ensure all unrated shipments are rated so that customers are billed appropriately
- Improve customer on-boarding process by participating in the project team to ensure successful launch of customers
- Ensure programs and policies are understood and that all employees are trained properly
- Occasionally, orient new staff members to the organization and department policies and procedures; review his/her position responsibilities and expectations of performance
- Establish work goals, objectives and standards to be achieved by team to ensure compliance from a service and quality perspective
- Bachelor’s Degree and/or Engineering with related work experience
- Lean Six Sigma Green Belt is an asset
- Experience with data analysis would be an asset
- 2-5 years of relevant Operations, Project Management, Service and Management experience
- Experience working or managing in a Bonded operation
- Knowledge of CBSA requirements, processes and procedures for a Bonded warehouse
- Strong record of client service, with a mindset of assisting clients in resolving problems and finding solutions, including experience providing workable and understandable recommendations to management
- Superior mentoring and coaching skills are a must for this role
- Strong team orientation, with a proven record of building team relationships with staff, clients and other stakeholders
- Customs background and education would be an asset
- PMP designation would be an asset
- Strong Analytical skills required to manage and interpret massive amounts of data
- Ability to analyze data to formulate ideas and recommendations for cost saving, service and quality improvements to the services and solutions
- Ability to communicate and get buy–in of corporate programs and policies
- Flexibility, ability to compromise and active listening. Persuading others to listen to your ideas
- Ability to make decisions that will impact customers and employees and will have an impact on overall business and objective
- Proficient in Microsoft Office; especially Excel, PowerPoint, Access, Visio, Power Bi and Tableau
- Ability to influence others through the employment of sound judgment; able to build consensus and influence change and sustain accountability
- Demonstrated ability to adapt well to multi-location organization
- Excellent practical approach to problem solving and issue resolution with a focus on improving the business, ensuring adherence to policies, recommending policy changes where appropriate
- Courage and conviction to do "The right thing"
- Strong personal motivation and enthusiasm, interest in and commitment to making a difference in the organization
- Ability to travel including driving to various work and/or customer locations within the local markets, PI HQ in New York, across Canada and USA
- Work on site and be present when CBSA visits the bonded operations daily
- Travel can be as high as 50%
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 for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, Aboriginal/Indigenous status or any other factors considered discriminatory. If you require an accommodation during the recruitment process, we will work with you to meet your needs.
At Purolator, we are committed to ensuring our recruitment process is fully compliant with Canadian law. As part of the first round of pre-screening, the application process may involve the integration of human oversight with an automated AI solution (“AI Tool”) to assist in evaluating candidate qualifications for the position for which they are applying. This AI Tool assists in automating certain stages, such as resume screening and skills assessments, and helps expedite getting to the initial communication stage with candidates. Any personal information shared with Purolator will be used strictly for the purposes of these job applications in compliance with applicable privacy law. If you have any questions about the process, please contact: [email protected]
We recognize that our employees and their families are key stakeholders. We will only be successful as a business if we provide our employees with a safe and healthy workplace and we have the right people in the right roles with the support they need to succeed. We hire for attitude and train for skills. To learn more about us and our values, go to www.purolator.com.
At Purolator, every day is an opportunity for our employees to connect with one another and with our customers to help make a positive impact in the communities where we live, work and play.
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