National Customer Service Manager - Fastfrate Group (Montreal or Woodbridge)

Challenger Motor Freight Inc. • Montreal or Woodbridge, ON

2d • Onsite

About The Position

Reporting to the Executive Vice President, LTL Operations, the National Customer Service Manager is responsible for leading and overseeing the customer service function across all Fastfrate terminals, ensuring the delivery of consistent, high-quality service standards and customer experience nationally. This role acts as a key liaison between customers, operations, and leadership teams, driving communication, service performance, process standardization, and continuous improvement initiatives across the organization. The incumbent plays a critical role in representing the voice of the customer while supporting operational efficiency, customer retention, and overall business objectives.

Requirements

• Minimum of five (5) to seven (7) years’ experience in a management role.
• Demonstrated experience leading multi-site or national teams within a transportation, logistics, or service-focused environment.
• Demonstrated knowledge of the transportation industry, including shipping/receiving, scheduling, freight operations, and regulatory requirements.
• Experience developing and implementing standardized processes across multiple locations.
• Strong understanding of customer experience management, service recovery, and operational performance metrics.
• Experience working collaboratively with senior leadership and cross-functional operational teams.
• Experience managing escalated customer concerns and strategic customer relationships.
• Proficiency with transportation management systems.
• Intermediate Microsoft Office skills (Word, Excel, PowerPoint, Outlook).

Nice To Haves

• Post-secondary education in Supply Chain, Business Administration, or a related field is considered an asset.
• Experience in a dispatch and/or call-center environment preferred.
• Previous or current working knowledge of Salesforce is considered an asset.
• Extensive experience working in unionized environments and with collective agreements.
• Solid understanding of business and financial principles and operational best practices.
• Proficient in both English and French is considered an asset.

Responsibilities

• Lead and oversee customer service operations across all Fastfrate terminals, ensuring alignment with corporate objectives, customer expectations, and operational standards.
• Develop and implement national customer service strategies, standards, policies, and best practices to drive consistency, efficiency, and service excellence across all locations.
• Establish, monitor, and report on national customer service KPIs, scorecards, service metrics, and customer satisfaction trends, ensuring continuous improvement initiatives are implemented where required.
• Act as the primary internal voice of the customer by identifying service trends, escalation risks, and operational gaps impacting the customer experience.
• Partner closely with Operations, Sales, Linehaul, Pricing, and Executive Leadership teams to improve communication, service performance, and customer retention strategies.
• Lead the national customer service team through coaching, mentorship, talent development, succession planning, and performance management initiatives.
• Oversee the management of large, strategic, and high-profile customer accounts, including service recovery, escalation management, and process improvement initiatives.
• Ensure national standardization of customer service processes, workflows, communication standards, and service expectations across all terminals.
• Analyze customer feedback, operational trends, and service failures to identify root causes and implement corrective and preventative actions.
• Support continuous improvement initiatives related to customer experience, technology, reporting, and operational efficiencies.
• Ensure customer scorecards, reporting, and performance data are accurate, timely, and effectively communicated to both internal and external stakeholders.
• Collaborate with leadership teams to support organizational growth initiatives, customer onboarding, and service expansion opportunities.
• Establish workforce planning strategies, scheduling practices, and resource allocation models to ensure adequate national customer service coverage.
• Support the implementation and optimization of transportation management systems, EDI processes, and customer communication tools.
• Promote a culture of accountability, collaboration, customer focus, and operational excellence across the national customer service function.
• Perform other duties and special projects as assigned in support of business objectives.

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: Manager
• Education Level: Associate degree