Customer Engagement Manager - Fastfrate Group (Calgary)

Challenger Motor Freight Inc. • Calgary, AB

59d • Onsite

About The Position

Fastfrate Group is one of North America’s largest privately owned transportation and logistics providers. Built on innovation, speed, and reliability, our national network connects major North American markets through seamless rail and road solutions, giving customers the strength of a full-service logistics partner.
From TL and LTL to drayage, warehousing, fulfillment, and final mile delivery, the Fastfrate Group provides true port-to-door solutions. Our integrated service model delivers seamless, end-to-end transportation and logistics support designed to move business forward.

Being part of the Fastfrate Group offers meaningful career opportunities, professional growth, and the ability to contribute to a company that plays a vital role in keeping Canada moving.

This is your chance to join a team where your work truly makes an impact. In this role, you will contribute directly to the success of our customers, our operations, and the Fastfrate Group as a whole. You’ll work in a supportive environment that values collaboration, problem-solving, and continuous learning.

Reporting to the Director of sales, the Engagement Manager to join our team in Western Canada. This role is responsible for managing key customer relationships, ensuring high service standards, and acting as the primary liaison between customers, sales, and internal operational teams. The successful candidate will proactively resolve issues, monitor performance metrics, and identify opportunities to strengthen customer satisfaction and grow existing accounts and works in close alignment with the Western Canada Sales Team to support customer retention, operational performance, and account growth.

Requirements

• Experience in customer engagement, customer success, account management, or client services.
• Experience in the logistics or transportation industry is preferred, with Less-Than-Truckload (LTL) experience considered a strong asset.
• Experience in customer engagement, customer success, account management, or client services.
• Experience in the logistics or transportation industry is preferred, with Less-Than-Truckload (LTL) experience considered a strong asset.
• Strong communication, relationship-building, and stakeholder management skills.
• Ability to collaborate effectively across sales, operations, and finance teams.
• Experience with performance metrics, service reporting, and operational KPIs.
• Strong problem-solving, organizational, and analytical skills.
• Ability to manage multiple accounts and priorities in a fast-paced environment.

Responsibilities

• Ensure client expectations are consistently met regarding service delivery and quality.
• Maintain a structured customer call cycle, with engagement frequency based on account revenue and priority.
• Act as the first point of contact for Sales escalations and work toward first-call resolution whenever possible.
• Proactively monitor revenue variances and contact customers weekly when declining trends are identified.
• Provide proactive communication regarding any service disruptions or potential delays.
• Coordinate with internal teams to ensure timely resolution of customer concerns.
• Escalate issues to the appropriate departments including Operations, Billing, IT, Accounts Receivable (AR), BAS, and Senior Management when required.
• Maintain accurate portal updates, including closing loads and ensuring visibility of potential AR implications.
• Track and report on-time performance metrics and reason codes to identify opportunities for improvement.
• Ensure revenue compliance with customer agreements and contractual terms.
• Monitor and support KPIs related to growth, retention, and service performance within the account base.
• Provide weekly feedback during Sales and Operations meetings.
• Share opportunities, results, successes, and challenges during bi-weekly sales meetings.
• Participate in weekly one-on-one meetings with leadership to review account performance, opportunities, and challenges.

Benefits

• A workplace where you can learn, grow, and build your career
• A culture that encourages new ideas and continuous improvement
• Supportive leaders who provide guidance while giving you autonomy
• A team-focused environment
• A competitive total-rewards package, including group benefits and a company-sponsored retirement savings plan
• Support for professional memberships, training, and certifications

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed