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Customer Excellence and Business Analyst Lead

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Date: 11-May-2022

Location: Mississauga, ON, CA

Company: Purolator

Open up to the Possibilities!
At Purolator, you’ll be proud knowing you’re working for a Canadian company that truly values its employees. And it’s community. This is an exciting and evolving industry and we’re leading the change as we strive to deliver the future. Here you will be empowered to help move the business forward. Each and every day. Are you open to the possibilities?

Successful applicants for this position must be fully vaccinated against COVID-19 as a condition of employment. If you have questions, please feel free to ask during your interview.


Job Description

Reporting to the Director of Freight, the Customer Excellence and Business Analyst Lead will be responsible for our freight customer excellence, and service performance.  You will be required to demonstrate strong data analytical skills, a natural ability to tell the story, foresee trends and drive the right performance in service and operations using newly designed tools and technologies. You will have a strong knowledge of the freight and courier industry, terminologies, and market intelligence. You will support our freight service performance (first/middle/last mile) strategy build by providing data driven insights, support freight business cases designs and projects.


Candidate Profile:

This individual will be responsible for leading and supporting freight service performance and solutions through continuous improvement and performance against set KPI targets. You are passionate about data analytics, service performance and operations effectiveness. You are driven to achieve and enable others to deliver operational excellence, through processes compliance, comfortable balancing multiple projects, ensuring prioritization and alignment with key stakeholders.


Your knowledge and business-oriented style will drive progressive focused results through enhanced accountability. Your high energy level and commitment to excellence, will position you as a natural leader that inspires outstanding performance.

You will have an inspirational communication and presentation (both written and verbal) style that fosters a ‘lean in’ interest to the topic. You will be a self-driven, resilient leader, that will enhance our processes and protocols while providing expertise and guidance to mitigate our risks and create an operational resilience response.



The Customer Excellence and Business Analyst lead will: 


  • Ensure service performance against on time performance (OTP) for freight flow between all Purolator terminals across the network, review weekly performance of freight shipments by leveraging Purolator dashboard tools for visibility to review exception reports
  • Analyze OTP/Load Factor/Freight Ops KPIS reporting and operational dashboards to identify and advise on freight service performance, highlights interruptions / issues; shares findings with internal partners on opportunities and risks; recommend solutions within defined business rules
  • Be a subject matter expert for freight business service excellence, focused on operations performance, transportation network mapping, linehaul routing & terminal operations
  • Enable data analytics knowledge insights via tools and technologies (Excel Expert/PowerBI/Tableau/SQL etc.), describe the story from the data and use that to drive operations performance and strategy
  • Analyze freight OTP, middle mile linehaul performance trends, shifts and spikes backed with cost trend impact to generate performance improvements, enable network cost optimization
  • Review and maintain freight service operations and policies, functional plans, disaster recovery, plan maintenance, coordination, crisis event management, reporting and continuous improvement
  • Lead discussions on freight technology needs to support the framework methods and documentation requirements


The ideal candidate:

  • University degree in Business/Finance/Management or related disciplines. Any Data Analytics certification designation preferred in PowerBI/SQL/Tableau
  • 5+ years’ experience in a freight business and/ or supply chain & logistics industry. Deep understanding of freight/courier Canadian market expertise.
  • Be a collaborator with an ability to work with cross functional teams and effectively influence results.  A natural ability to communicate (verbally and written) to all stakeholders.
  • Will navigate complex project environments, manage stakeholders, while driving high performance through high engagement
  • Someone who focuses on processes, who sees the process as the end result, identifies gaps and improve processes that drive successful implementation
  • The ability to influence rapid change in a positive work environment. You’ll need to be able to lead and coach stakeholders to adapt to change and ensure compliance, while also thinking critically and creatively to find answers to problems.
  • The ability to challenge the status quo coupled with a good sense of humour!





Location:                    530 - Corporate  
Working Conditions: Office Environment 

Reports to:                  Director Freight and Middle Mile Operations 

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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.

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

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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