Position Summary:
The Final Mile Logistics Customer Service Coordinator is responsible for managing and ensuring smooth delivery experiences for customers by coordinating and overseeing the final stages of product deliveries. This role involves working closely with logistics teams, delivery drivers, vendors, and customers to troubleshoot issues, track orders, and ensure timely and accurate deliveries. The ideal candidate will have strong organizational skills, an ability to handle high volumes of communication, and a commitment to providing excellent customer service.
Key Responsibilities: Customer Interaction: Serve as the primary point of contact for customers regarding final mile delivery inquiries, providing real-time support and updates. Order Tracking & Monitoring: Track shipments and delivery statuses to ensure timely and successful deliveries; proactively communicate any delays or issues. Issue Resolution: Address and resolve customer issues related to delivery, including handling missed or delayed deliveries, damaged items, and customer complaints. Vendor Coordination: Coordinate with third-party logistics providers and delivery partners to manage delivery schedules and resolve logistical challenges. Documentation & Reporting: Maintain accurate records of delivery details, issues, and resolutions; generate reports on delivery success rates, issue occurrences, and other KPIs. Process Improvement: Identify areas for process optimization and work with team members and management to implement solutions that improve customer satisfaction and delivery efficiency. Communication: Effectively communicate updates on delivery status, service changes, and other relevant information to customers and internal stakeholders. Qualifications: Education: Bachelor's degree in Logistics, Business, or a related field preferred (or equivalent experience). Experience: Minimum 2 years in a customer service role within logistics, transportation, or supply chain, with final mile experience strongly preferred. Skills: Bilingual – French as native language. Strong organizational and multitasking abilities.Excellent written and verbal communication skills.Problem-solving skills with a customer-first approach.Proficiency in logistics software and CRM systems, preferably Salesforce.Ability to work collaboratively across teams and departments. Availability: Willingness to work flexible hours, including weekends or evenings, if necessary, to support customer needs.
Purpose of Position: The Terminal Manager is responsible for the overall leadership, performance, and operational management of the transportation terminal. This role ensures that all freight, personnel, and facility operations meet safety, service, cost, and compliance expectations. The Terminal Manager will lead and mentor a team of supervisors, drivers, and support staff while driving continuous improvement, customer satisfaction, and efficient execution of daily activities. Key Accountabilities: Operations Management:
Oversee daily terminal operations, including dispatch, dock functions, inbound/outbound freight, and route planning to ensure timely and accurate service. Leadership & Team Development:
Manage and develop terminal staff; recruit, train, schedule, and mentor employees to meet performance targets and foster a positive team culture. Safety & Compliance:
Ensure all terminal activities comply with federal, provincial/state, and company safety standards. Maintain and enforce safety programs and participate in audits. Customer Service:
Serve as the primary point of contact for regional customers. Resolve service issues and ensure delivery standards are met or exceeded. Performance Monitoring:
Track KPIs including on-time performance, cost per shipment, claims, productivity, and equipment utilization. Provide reporting and make data-driven decisions. Budget & Cost Control:
Manage terminal budget and expenses. Identify areas of cost savings while maintaining service quality. Facility Oversight:
Ensure the terminal and its equipment are clean, safe, well-maintained, and compliant with regulations. Other Duties Performs other duties as required Qualifications: 5+ years of transportation, logistics, or terminal management experience (LTL or parcel preferred) Strong leadership skills with a track record of managing cross-functional teams Solid understanding of DOT, FMCSA, or provincial transportation regulations Excellent organizational, problem-solving, and communication skills Ability to work flexible hours as needed (early mornings, evenings, weekends) Post-secondary education in logistics, business, or related field preferred Proficiency in logistics software, TMS, Microsoft Office Suite To be determined Required Skills: Exceptional interpersonal skills Strong attention to detail Good communications skills (written and verbal) Strong self-discipline and initiative Creative and effective problem solving ability Ability to work with minimal supervision
Purpose of Position: The Regional Operations Manager is responsible for providing strategic and operational leadership across multiple sites within the Central Ontario region. The purpose of this role is to ensure the effective execution of logistics and transportation operations, optimize regional performance, and uphold service quality, safety, and compliance standards. By leading cross-functional teams, driving continuous improvement, and aligning regional activities with corporate objectives, the Regional Operations Manager plays a critical role in achieving customer satisfaction, operational efficiency, and business growth. Key Accountabilities: Oversee day-to-day operations across multiple terminals within the Central Ontario region (e.g., Barrie, Pickering, Orilla, Hanover etc.). Lead, coach, and develop terminal managers and supervisors to drive accountability, engagement, and continuous improvement. Monitor operational KPIs including delivery performance, on-time departures, cost control, safety, compliance, and customer service. Drive operational excellence through structured audits, process standardization, and root cause analysis for service failures. Ensure compliance with company policies, transportation regulations, and safety standards (e.g., CVOR, WSIB, MTO). Collaborate with cross-functional teams including HR, Finance, and Customer Success to resolve escalations and support growth initiatives. Implement and oversee corrective action plans tied to performance issues, investigations, or regulatory audits. Maintain strong working relationships with clients, partners, and key stakeholders to ensure service expectations are met or exceeded. Lead regional planning for seasonal volume spikes, expansion initiatives, or contingency scenarios (e.g., weather, network disruptions). Track and manage labor spend, asset utilization, fleet maintenance, and facility standards within budgeted parameters. Other Duties Performs other duties as required Qualifications: 5+ years of senior logistics, transportation, or distribution operations experience, with at least 2 years in a multi-site leadership role. Strong understanding of regional transportation dynamics and labor environment within Southwestern Ontario. Proven leadership, team building, and conflict resolution skills. Solid knowledge of transportation compliance (CVOR, Hours of Service, safety audits). Ability to manage in a fast-paced, deadline-driven environment with competing priorities. Exceptional communication, organizational, and analytical skills. Proficiency with logistics technology platforms (TMS, GPS/Fleet tools, reporting systems). Willingness to travel frequently within the region. Post-secondary education in Business, Supply Chain, or related field preferred. Proficiency in logistics software, TMS, Microsoft Office Suite Required Skills: Exceptional interpersonal skills Strong attention to detail Good communications skills (written and verbal) Strong self-discipline and initiative Creative and effective problem-solving ability Ability to work with minimal supervision
