Client Relations Lead

Our client is an asset-based transportation solutions provider well renowned for their high standards and reliable shipping, particularly in temperature-controlled transport, ensuring product integrity across Canada and the USA through rigorous validations and government regulatory agency qualifications.With continued growth, the organization is looking to add a Customer Experience Manager to their team. The new role will play a critical role in optimizing the transportation and supply chain operations within the healthcare and pharmaceutical space.Roles and Responsibilities : Leading & Supporting a Team : Managing a team of 4 Customer Service Representatives (CSRs) and ensuring their successOptimizing Customer Experience : Streamlining customer interactions and improving efficiencyHandling Escalations : Stepping in to resolve complex issues and ensuring smooth problem resolutionCollaborating Across Teams : Working with Dispatch, Operations, and Sales to improve communication and collaborationTracking Performance & Insights : Building dashboards and tracking Key Performance Indicators (KPIs) to measure customer service, dispatch efficiency, and team performanceRequired Skills and Qualifications : 10+ years’ experience in customer service roles, including managing and leading customer service teams and handling escalationsExperience within the Transportation / Trucking industry is essentialProficiency with Office Suite, including Excel and OutlookPowerBI, Tableau or equivalent skillsExperience using TMW is an assetStrong data analytical skills and attention to detail Excellent time management and organizational skillsReimer Associates thanks you for your application and interest in this opportunity. We sincerely appreciate the time you have taken to share your background and experience with us. We are in the process of reviewing applications and will be moving forward with candidates whose qualifications closely align with client requirements for the role. If you are selected for further consideration, a member of our Team will be in touch with you directly. Due to the high volume of applications that we receive, we are unable to respond to each candidate individually. However, we will retain your resume on file and may reach out to you should a suitable opportunity arise in the future.