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Platinum Client Lead B2B- Service Excellence

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Date: 12-Jul-2019

Location: Mississauga, ON, CA

Company: Purolator

Open up to the possibilties!


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?



Job Description

The Platinum Client lead will help build and implement the Platinum Customer program at Purolator. This program focuses on managing the post-sale lifecycle for key strategic clients. This is a key cross functional role engaging with Field Operations, Sales, Revenue Management, and Finance regularly to support service performance and metrics, operational efficiencies/capabilities, portfolio profitability, and growth in business


There are four key aspects to the role:


1.  Support Purolator in all aspects of service delivery with customers including metrics, customer service and problem resolution.

  • Implement a standardized service management process which addresses daily, weekly, monthly reporting and communications.
  • Perform Activity level tracking, issue resolution, technical guidance and productivity, if and when required.
  • Develop and manage relationships with internal customers dealing with complex or sensitive issues and/or gaining cooperation with accountability
  • Coordinate and publish both internal and customer specific SOP’s
  • Drive full compliance on volume case (time to revenue)


2.  Provide summary level reporting of key performance indicators, Service, Volume trends, and Profitability of Platinum accounts for internal review and visibility. Work with Finance to ensure accurate revenue and costing reporting for all branches.

  • Implement a standardized balanced scorecard for Platinum Clients with a mix of service, financial, and growth objectives
  • Conduct analysis of key indices to identify problematic trends, areas of best performance and support for corrective action where required
  • Work with internal resources to create a monthly report on customer specific KPI’s and key activities
  • Using root cause analysis identify continuous improvement opportunities for Service, Volume planning, and cost.
  • Publish an Executive summary monthly and as requested on current activity and projects for Platinum customer


 3.  Drive operational efficiencies and continuous improvement for Platinum clients.

  • Establish roadmap for efficiency opportunities on yield and revenue for each client.
  • Work with sales representatives to understand Purolator’s Network and support them in presenting to customer to develop relationship and build new business for Purolator.
  • Support field sales in moving the customer from close to onboarding, ensuring set-up process is followed, account number is set up and loaded in Purolator systems.


4.  Support Purolator Operations team in planning and executing on customer expectations.

  • Work with customer to effectively forecast for peak events (i.e. Cyber Monday)
  • Collaborate with internal stakeholders to include Platinum customer volumes and plans are accounted for in forecast and event planning.
  • Provide recommendations for Purolator on growth opportunities, using Platinum customer feedback to guide accordingly.
  • Develop and apply quality operational models.
  • Support Operations Induction sites on raised concerns due to quality of load, arrival times, packaging, label quality or another other identified issue.
  • Working with corporate communications team prepare and distribute communications for Field Ops on specific directions (i.e. day and time definite deliveries, staggered induction for various geographic destinations, event specific)
  • Maintain consistent two-way communication with field ops team to effectively represent with both internal and external customers.
  • Conduct risk assessments and provide recommendations to mitigate
  • Develop supply chain solutions by mapping out current and future state scenarios.
  • Conduct customer site visits to evaluating and provide implementation solutions for both existing and new large customers



  • University degree or College diploma required or equivalent work experience
  • 5+ years’ experience within Transportation industry
  • Strong presentation skills
  • In-depth knowledge of the industry and its current events
  • Strong attention to detail
  • Skilled in prioritizing and triaging obligations
  • Financial and IT acumen
  • Strong relationship building both internally and externally with customers
  • Experience in warehouse Processes
  • Strong Customer focus and proven Project Management Skills
  • Strong Process mapping skills
  • Ability to provide innovative solutions to customers while striving for continuous improvement
  • Excellent problem solving abilities and the ability to provide insightful analysis
  • Excellent verbal and written communications
  • Ability to multi-task, accustomed to working with minimal supervision, confident and conscientious
  • Ability to travel within Canada and the USA –Approx 20%



Location:                    530 - Corporate  
Working Conditions: Office Environment; Warehouse Environment 

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 if 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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