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Customer Experience Specialist 1

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Date: 13-Aug-2019

Location: Mississauga, ON, CA

Company: Purolator

Opportunities delivered
Looking for an opportunity to learn and grow within Purolator? Here is another exciting opportunity for you to help us deliver on our customers’ promises 

 

Job Description

 

Reporting to the Manager Customer Experience this role is responsible for:

 

  • Analysis of Operational and client-specific data to identify areas of opportunity for improved customer experience
  • Development and implementation of solutions to address opportunities identified.  Continued monitoring and intervention to ensure realization of anticipated benefits and that solutions derived are successful and sustainable
  • Playing a key role in maintaining and improving the customer experience by acting as a liaison between clients, sales and Operations to develop mutually beneficial solutions resulting in improved competitive positioning and increased client confidence and spend
  • Acting as voice of the customer in areas including process design and deployment and Operational decision-making, planning and execution
  • Coaching Operations Management on the use of tools, tactics and best practices to be leveraged in order to benefit the customer experience
  • Balancing cost and service considerations while devising unique and effective solutions to improve client satisfaction

 

Qualifications

  • University degree in field such as Engineering, Mathematics, Analytics or similar field of study
  • Minimum 7 years or more experience in a similar role in the courier or logistics industry
  • Thorough understanding of Purolator’s or other Courier network, policies and procedures
  • Proven experience building strong working relationships with Operations team members at all levels across the country
  • Prior experience working in a unionized environment and an understanding of labour constraints
  • Able to grasp and understand Purolator’s status of technological advancement
  • Proven ability to align to long-term corporate priorities and strategy
  • Successful prior experience with inter-departmental interaction
  • A proven understanding of process and product evolution, as well as emerging industry norms and customer expectations
  • Advanced grasp of Lean continuous improvement and Quality Management principles
  • Strong understanding of statistics including forecasting, target-setting, correlation analysis and benchmarking
  • In-depth knowledge of data and analysis systems including SAP Business Intelligence, Qlikview, Traksite and Salesforce

 

 

 

POSTING DETAILS
Location:                    any location  
Working Conditions: Office Environment; Warehouse Environment 

Reports to: Manager National Service Tower
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Purolator values diversity and is an equal opportunity employer. We would like to thank all those applicants for their interest, however only those selected for an interview will be contacted.

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 www.purolator.com.

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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