Logistics Customer Service Coordinator MB

In your role as a Logistics Customer Service Coordinator at The North West Company (NWC); you will act as a liaison between Operations, Logistics, and carriers/hubs to ensure freight is planned and delivered in accordance with store requirements and service level agreements (SLAs). You will lead and support Logistics Customer Service Representatives in the timely resolution of Store Connect tickets and claims, provide Tier Two Store Connect support, and deliver reporting and analysis to identify and address systemic issues.

You will also drive continuous improvement and operational excellence through ongoing monitoring and auditing of carrier and hub performance. Joining NWC gives you the opportunity for growth and development throughout the company, a competitive salary and benefits package, and to be part of a dynamic and diverse culture.

• Coordinate with Merchandising, NWC Distribution, carriers/hubs, local handlers, and store operations to ensure product delivery meets service level agreements (SLA) and budget requirements.
• Monitor local handler performance; resolving or escalating issues related to service levels and equipment.
• Communicate and coordinate with store operations regarding planned or unexpected supply chain disruptions impacting stores.
• Manage Store Connect tickets and claims, ensuring timely resolution within SLA and escalating non-payment issues to the Logistics Customer Service Manager.
• Provide on-call support on a rotating basis.
• Monitor freight movement across distribution centers and carrier hubs, identifying latent freight and proactively mitigating freight at risk of becoming latent.
• Analyze Store Connect data and collaborate with Store Managers to identify supply chain issues and improvement opportunities.
• Prepare and deliver daily, weekly, monthly, quarterly, and annual logistics reports and analyses as required.
• Audit hub compliance with NWC cargo handling and cold chain standards and oversee asset-tracking programs to ensure logistics assets remain within the network.
• Train, coach, and performance manage one or more Logistics Customer Service Representatives.

• Minimum 2 years’ experience in cargo operations;
• Previous experience working with the Oracle Transportation Management System would be considered an asset;
• Proficiency with Microsoft Office including Excel and Word;
• An understanding of NWC transportation network and the variety of transportation modes used would be an asset;
• Proven organizational, planning and prioritizing skills with the ability to manage multiple projects, tasks and assignments;
• Effective interpersonal and leadership skills are essential;
• Must have strong verbal and written communication skills with a demonstrated ability to interact with all levels of internal and external customers; and
• High degree of curiosity, discovery, and willingness to work through complex scenarios with multiple technical systems.

Winnipeg Logistics Services Centre, 100 Murray Park Road, Winnipeg MB

Manager, Logistics Customer Service

The North West Company is committed to inclusion and diversity and encourages applications from all candidates including but not limited to: all religions and ethnicities, LGBTQ2s+, BIPOC, and persons with disabilities.