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Customer Experience Specialist

Date:  21-Sep-2022

Mississauga, ON, CA

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 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 the 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



  • University degree in fields such as Engineering, Mathematics, Analytics, or similar field of study and/or equivalent experience in a similar role in the courier or logistics industry
  • Thorough understanding of Purolator's or other Courier networks, 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 the 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





Location:                    530 - Corporate  
Working Conditions: Office Environment 

Reports to:                  National Service Tower Manager 

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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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