Customer Experience Lead Precision Parcel and Package Deliveries (Oakville)
Share
Job Location:
Monthly Salary:
Posted on:
22 days ago
Vacancies:
1 Vacancy
Department:
Job Summary
Job Description: Customer Experience Lead (Final Mile Industry)
Position Overview
We are seeking a highly organized and proactive Customer Expereince Leadto manage the end-to-end onboarding of new shippers in the courier (final mile) industry. This role is critical in ensuring a seamless transition for new customers from contract signing through operational launch and post-implementation review. The Onboarding Lead will act as the primary point of contact coordinating across internal teamsincluding Operations Sales IT and Customer Serviceto deliver a smooth and efficient onboarding experience.
Key Responsibilities
Customer Onboarding Management
- Lead and manage the onboarding process for new shippers ensuring a structured efficient and positive experience.
- Develop and maintain onboarding project plans timelines and milestones.
- Act as the central liaison between customers and internal stakeholders to ensure all onboarding requirements are met.
Project Management & Workflow Design
- Create process documentation workflows and visual charts using MS Visio.
- Build and manage onboarding project schedules using MS Project or equivalent tools.
- Design and implement automated workflows using MS Power Automate to improve onboarding efficiency and consistency.
Cross-Functional Coordination
- Collaborate with Operations Sales IT and Customer Service teams to ensure all aspects of onboarding (systems integration operational setup service-level alignment) are completed successfully.
- Proactively identify potential risks or bottlenecks in the onboarding process and escalate solutions.
Post-Onboarding Performance Reviews
- Facilitate 30- 60- and 90-day post-launch performance reviews with customers and internal teams.
- Track KPIs SLAs and customer satisfaction metrics during the stabilization period.
- Provide insights and recommend process improvements to strengthen customer relationships and service performance.
Qualifications & Skills
- Bachelors degree in Business Operations Supply Chain or related field (or equivalent experience).
- 2-3 years of project management or onboarding experience ideally within logistics courier or final mile delivery.
- PMP and/or Agile certification required.
- Strong knowledge of project management methodologies and tools.
- Proficiency in MS Visio MS Project (or equivalent scheduling tools) and MS Power Automate.
- Exceptional organizational problem-solving and multitasking skills.
- Strong communication and stakeholder management abilities.
- Customer-centric mindset with a focus on delivering excellent service.
Required Experience:
Manager
Key Skills
- Load & Unload
- Ruby
- Shipping & Receiving
- Forklift
- Lift Truck Experience
- Basic Math
- Packaging
- Warehouse Experience
- Delivery Driver Experience
- Heavy Lifting
- Human Resources
- RF Scanner
About Company
Ask Challenger to help improve your supply chain in Canada, North America and internationally with top transportation, warehousing, and logistic services.
