Senior Analyst, Inbound Transport (CSR Lead)

Role overview

Load planning

• Communicate with replenishment, suppliers, scheduling teams, and carriers to finalize pickup and delivery details.
• Track and trace loads to support successful and timely delivery.
• Resolve issues, communicate changes, provide analysis, and identify inbound opportunities.
• Review customer pickup profitability and coordinate adjustments for vendors with poor profitability.

Customer service

• Lead internal and external customer enquiries and respond by phone, email, and chat.
• Attend meetings and provide performance updates.
• Meet with customers to review performance, service issues, promotions, and execution improvements.
• Coordinate with internal teams, drivers, and dispatch to resolve service issues.
• Maintain CRM records and provide shipment statuses, bills of lading, delivery times, and related information.

Reporting

• Complete and distribute accurate daily and weekly reports on time.

What you will need

• Prior customer service experience with a demonstrated commitment to exceptional customer service is required.
• Strong Excel and PowerPoint skills are required for extracting and reporting business data.
• Transportation or supply chain experience and one to two years of customer service or escalation management experience are preferred.
• Post-secondary education in Supply Chain Management is an asset.
• Strong problem-solving, analytical, communication, organizational, and prioritization abilities are requested.
• Geographical knowledge of Canada and willingness to travel 25% are required.

Compensation

• The hiring range is $68,000 to $93,500 per year, with actual pay influenced by experience, knowledge, and geographic region.

Employment and travel

• The position is full time and regular.
• The role requires 25% travel.