Customer Excellence Manager

Salary Range: 84985 to 94895 (Currency: CAD) (Pay period: per-year-salary)

Key Responsibilities:

• Customer Service Execution & Coaching
• Coach Customer Service teams on best practices for customer communication, including proactive service notifications, clear expectation-setting during service disruptions, and professional de-escalation.
• Establish and enforce clear escalation standards, ensuring issues are resolved at the appropriate level.
• Ensure consistent tone, quality, and accuracy of customer communications across the region.
• Use customer feedback, NPS, and complaint data to identify coaching and process improvement opportunities.
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• Operational Customer Service & Revenue Protection
• Oversee Customer Service teams responsible for operational execution, including:
• Delivery paperwork and documentation
• Preparation of route sheets for drivers
• Service calendar creation and updates
• Review of manifests and validation of delivery and pickup quantities
• Ensuring routes are closed accurately and on time to support billing
• Partner closely with Operations, Transportation, and Finance to resolve service and documentation issues that could impact delivery performance or billing timelines.
• Capacity Management & Regional Coverage
• Operate Customer Service in a constrained environment, allocating work by hours and priority rather than ad hoc effort.
• Balance service demand, operational deadlines, and team sustainability.
• articipate in national Customer Service coverage planning, including regional pooling and temporary cross-region support.
• Ensure staffing gaps, risks, and trade-offs are visible and escalated appropriately.
 
Systems, Process & Data Discipline
• Ensure Salesforce is used consistently as the system of record for all Customer Service activity.
• Enforce process discipline around case management, service notifications, and documentation.
• Analyze regional CS performance metrics, including service levels, DIFOT impact, escalations, and billing-related errors.
• Identify trends and implement corrective actions to improve service reliability and operational efficiency.
 
Leadership & Team Development
• Lead, coach, and develop Customer Service Supervisors and frontline team members across British Columbia, Alberta & Manitoba.
• Build capability within the team to handle complex service and operational scenarios independently.
• Support recruitment, onboarding, and succession planning for regional Customer Service roles.
• Foster a culture of accountability, continuous improvement, and cross-site collaboration.

Requirements & Skills

• 7+ years of experience in Customer Service, Service Operations, or Service Delivery roles, with at least 3 years in a leadership capacity.
• Proven experience managing Customer Service teams embedded in operational or logistics-driven environments.
• Demonstrated experience coaching teams on customer communication, escalations, and service recovery.
• Experience with CRM systems (Salesforce strongly preferred) and operational systems such as routing or dispatch platforms.
• Strong understanding of how Customer Service execution impacts delivery performance, DIFOT, and billing.
• Strong analytical, organizational, and decision-making skills.
• Comfortable operating under constraint and making trade-offs between demand, capacity, and service levels.
 
What Success Looks Like in This Role
• Customers are proactively informed of service impacts before they need to call.
• Escalations are intentional, controlled, and declining over time.
• Routes are closed accurately and on time, with minimal billing delays due to CS errors.
• Salesforce data is trusted and used for decision-making.
• Customer Service teams feel supported, capable, and not dependent on heroics.
• Leadership is no longer required to backfill day-to-day Customer Service execution.