Job Title: Strategic Accounts Operations Manager Location: Concord, Ontario Shift Time: 8:00am to 4:30pm (In-Office) Terms: Permanent Full-Time Salary: Competitive, based on experience Reports To: Executive Directors
About Us: North American Freight Forwarding is a Canadian based company specializing in logistics services with specific strength in warehousing and distribution, LTL consolidations, expedites, full truckloads and specialized equipment service to and from Canada, United States and Mexico. As a professional international freight forwarder, we provide overseas import and export ocean and air freight services all over the world. We seek out driven, talented individuals to join our team to meet and exceed our clients' needs. We offer a rewarding career and brand that our employees are proud to represent. Job Purpose: The Strategic Accounts Operations Manager leads the operational setup, execution, and ongoing management of high-volume, highly regulated accounts across our warehouse network. The position focuses on strategic workflow design, GDP and Medical compliance, major-client implementation and onboarding success, and cross-functional leadership. Working closely with existing warehousing leadership and the Executive team, the Strategic Accounts Operations Manager oversees all internal large-scale workflow operations while ensuring world class service and operational excellence standards for the client. Duties & Responsibilities: Support company Objectives and Key Results (OKRs) by proactively contributing to initiatives that drive strategic goals and organizational success.Live our company core values and support a well-organized, respectful, and service-focused work environment. Operational Leadership: This leader oversees strategic warehouse & inventory high-volume, GDP, and medical operations and is considered the subject matter expert, responsible for training, mentoring, and developing team capabilities across all service and client areas. Create, implement, and manage workflows for large-scale accounts across our warehouse facilities according to the operational needs of the client, and in compliance with all regulations.Establish onboarding protocols, operational KPIs, compliance standards, and reporting requirements.Support warehouse management teams with specialized initiatives related to large-scale, medical, or GDP accounts.Ensure readiness of team, providing hands-on training, coaching, and mentoring of supervisors and team members to strengthen leadership skills and the operational knowledge required for large-scale, high-volume, medical, or GDP new client requirements.Serve and coach the team with a servant-leadership mindset. Client Onboarding, Implementation, and Management: Lead the onboarding for all Tier 1 or large-scale clients, including equipment, software, shelving and lighting.Attend regular client calls, QBRs, manage escalations and ensure SLA adherence.Work closely and coordinate cross-functionally with sales, operations, inventory, warehousing, procurement, IT, senior leadership and the executive team. Strategic Account Operational Excellence: Attend procurement strategy sessions with the President to review and negotiate warehousing contracts, establish readiness timelines, ensuring terms align with company policies, applicable compliance regulations, and client expectations.Conduct regular evaluations and audits to assess service quality, contract compliance.Champions a culture of continuous improvement by proactively anticipating issues and working closely with the teams to drive improvements. Compliance and Quality: Implement and lead all GDP and medical-compliance related processes, documentation standards and internal audits.Partner with our compliance team and executive leadership for ISO and GDP audit preparation and execution.Maintain a digital portfolio of required accreditations, licenses, and certifications, overseeing required renewal processes.Create and maintain SOPs and ensure processes are followed. Performance and Reporting: Develop and maintain compliance reporting, client reporting, KPIs and other operational insights.Provide timely reports to executives and key clients.Prepare and host regular business reviews with executives and clients.Prepare annual business plans for scalability and growth aligning with the company's annual objectives.Support company Objectives and Key Results (OKRs) by proactively contributing to initiatives that drive strategic goals and organizational success.Live our company core values and support a well-organized, respectful, and service-focused work environment. Mindset & Personality: Commitment to service excellence : Leads by example in upholding quality service, responsiveness, and long-term relationship buildingAccountability: Holds self and others to high standards with consistency, professionalism, and fairnessEmotional Intelligence: Demonstrates empathy, self-awareness, and emotional control, especially in high-pressure situationsComposure: Remains calm and solution-oriented when navigating operational challenges or escalationsTrust-Building : Fosters a culture of psychological safety, collaboration, and open communicationResilience: Adapts quickly to change, maintains positivity, and leads others through uncertainty with confidenceFeedback Mindset: Welcomes input, accepts feedback and openness, and uses it to drive personal and team improvement Professional & Educational Background: Bachelor's degree in Business Administration, Supply Chain Management, Logistics, or a related technical field is requiredMinimum of 10 years of professional experience in operations management, with at least 5 years in a leadership or management role Knowledge of the Freight Forwarding industry and 3rd Party warehouse environment is essential Leadership experience in GDP medical, pharmaceutical, medical device, or highly regulated inventory environmentsHands-on experience managing high-value and/or demo medical equipment programsSpecific ISO 13485 practical experience and certification considered an assetSix Sigma certifications (Green Belt/Black Belt) considered an asset Skills & Ability: Regulatory compliance: Confident and experienced working in highly regulated or GDP influenced settings with strong attention to compliance and documentation.Planning and organization: Ability to lead in a high-volume, constant shifting environment with multiple competing priorities, allocating resources effectively in collaboration with various departments.Coaching: Develops team capability through regular feedback, cross-training, performance conversations, and career pathing (succession) support, coaching from the lens of what good looks likeProblem-solving: Strives to understand root causes and contributing factors and works to resolve complex concerns with sound judgement Multi-tasking: Effectively balances competing deadlines, shifting priorities, and high-volume workflows without compromising quality or attention to detail.Interpersonal Skills: Builds strong, respectful relationships across all levels of the organization and communicates with clarity, empathy, and professionalismAccuracy: Strong attention to detail and ability to provide accurate reporting to management.Communication: Exceptional communication skills with the ability to influence and represent large-scale operations with the executive team and enterprise-level clients.Leadership: Ability to lead by example with calm, consistent, professional behaviour during escalations or operational stress.Technical: Auditing, analyzing and recommending improvements on processes and SOP's. Effort & Working Conditions: Warehouse EnvironmentMust be physically able to stand and walk around dock/warehouse for long periods of time May include occasional weekend work, shift work, in a highly targeted fast paced environment.Travel within the GTA to multiple warehouse locations Why Join Us? North American Freight Group is a company that truly values its employees. The company fosters a supportive and collaborative work environment, where management encourages growth through mentorship and career development opportunities. Joining North American Freight Group means becoming part of a team that values innovation, teamwork, long-term plans based on our value proposal. Our Mexico turnover ratio is an actual proof of our ethics and work environment. Our organization takes the accessibility needs of employees and candidates with disabilities into account during the position summary review process. Employees and candidates are required to notify their Director/Manager/Supervisor or Hiring Manager if they have any particular accessibility needs and the organization will collaborate with the employee to address them.
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Job Title: Senior Load Broker Location: Barrie, Ontario Shift Time: 8:00am to 4:30pm (In-Office) Terms: Permanent Full-Time Salary: Competitive, based on experience Reports To: Operations Manager About Us: North American Freight Forwarding is a Canadian based company specializing in logistics services with specific strength in warehousing and distribution, LTL consolidations, expedites, full truckloads and specialized equipment service to and from Canada, United States and Mexico. As a professional international freight forwarder, we provide overseas import and export ocean and air freight services all over the world. We seek out driven, talented individuals to join our team to meet and exceed our clients' needs. We offer a rewarding career and brand that our employees are proud to represent. Job Purpose: The Senior Load Broker plays a key role in our transportation operations, responsible for planning and executing full truckload (FTL) and less-than-truckload (LTL) shipments across Canada and the United States. As a valued team member, this individual ensures world class service levels for our clients by managing carrier relationships, negotiating rates, and proactively tracking shipments to completion. With deep knowledge of complex load handling, including per-pound and per-skid carrier models, the Senior Load Broker serves as the subject matter expert, helping the organization optimize lane coverage, maintain profitability, and exceptional service. This role also supports leadership in identifying process improvements and mentoring junior team members. Specialized experience in handling highly regulated and high-compliance freight, particularly medical equipment, is beneficial. Familiarity with GDP guidelines, and ISO 13485 requirements is considered an advantage and supports our commitment to maintaining strong regulatory and quality standards. Key Responsibilities: Support company Objectives and Key Results (OKRs) by proactively contributing to initiatives that drive strategic goals and organizational success. Live our company core values and support a well-organized, respectful, and service-focused work environment. Carrier Relationships, Procurement & Coordination Source, evaluate, and schedule reliable carriers for both dedicated and spot freight within Canada and the U.S. by cultivating carrier accounts with a high degree of trust. Assess creditworthiness and viability of new carriers, providing recommendations to leadership. Coordinate transportation of FTL and LTL shipments, ensuring on-time performance. Be proactive with alternate carriers or rerouting scenarios when urgent situations occur Ensure carriers meet compliance, safety, and insurance standards. Serve as the point of contact for clients on transportation matters, offering solutions and maintaining positive relationships. Handle specialized freight (oversized, fragile, hazmat, etc.). Operational Excellence Identify process gaps or service concerns, escalate when necessary, and propose solutions for operational improvements. Act as one of our subject matter experts (SME) for internal stakeholders on carrier sourcing, pricing models, and freight optimization. Coordinate shipments involving medical equipment and other high-compliance freight, ensuring all handling, documentation, and carrier instructions meet regulated expectations. Provide input on SOP improvements, technology adoption, and best practices. Provide informal leadership by mentoring less experienced coordinators on systems, communication, and best practices. Troubleshoot delays, damage claims, or issues during transit with a solutions-oriented mindset. Financial Responsibility Negotiate competitive rates with carriers, ensuring alignment with customer service levels and profitability using your strong working knowledge of both per-pound and per-skid pricing models. Manage margins between shipper rates and carrier costs. Ensure billing is on time and all documentation is complete and accurate. Monitor market trends, capacity constraints or fluctuations, while safeguarding profitability. Negotiate claims resolutions and service recovery strategies. Mindset & Personality: This role is ideal for someone who thrives in a fast-paced, high-responsibility environment and brings a proactive, solutions-focused approach to logistics. The ideal candidate demonstrates: Accountability: Takes ownership of results and follows through on commitments. Sense of Urgency: Moves with purpose and speed, especially when managing time-sensitive freight or Tier 1 customers. Business Acumen: Understands the impact of margin, pricing, and service performance. Strong Communicator: Clear, concise, and professional in both written and verbal communication. Customer Service Oriented : Considers every shipment as a reflection of our brand. Strives to make the client's experience smooth, reliable, consistent, and hassle-free even when problems arise. Dedicated to consistently providing world class customer experience. Responsive: Maintains clear, timely communication with our clients, carriers, and colleagues. Consistent in providing timely updates, answers, and solutions. Proactive: Anticipates potential issues before they become problems. Takes initiative to improve processes, prevent service failures, and go above and beyond expectations. Professional & Educational Background: Minimum of 5 years' industry knowledge and experience handling FTL & LTL shipments in a 3rd party logistics environment. Knowledge of National LTL/FTL type systems. Intermodal knowledge and experience are considered an asset. Familiarity with medical equipment handling or quality standards such as GDP or ISO 13485 is considered an advantage. In-depth understanding of Canadian and U.S. customs and regulations, cross-border shipping best practices, and clearance procedures. Proficient in utilizing Loadlink and other industry load boards for carrier sourcing, lane coverage, and capacity management. Skills & Ability: Communication : Excellent listening skills and the ability to communicate professionally and clearly both written and verbally. Organization : Highly organized and detail oriented. Able to manage multiple priorities with accuracy and follow-through. Multi-tasking : Proven ability to manage competing demands in a fast-paced and dynamic environment. Proactive and adaptable when clients' needs change. Problem-solving : Strong critical thinking skills and the ability to think creatively when dealing with complex requirements or operational bottlenecks or obstacles. Effort & Working Conditions: Office Environment Why Join Us? North American Freight Group is a company that truly values its employees. The company fosters a supportive and collaborative work environment, where management encourages growth through mentorship and career development opportunities. Joining North American Freight Group means becoming part of a team that values innovation, teamwork, long-term plans based on our value proposal. Our Mexico turnover ratio is an actual proof of our ethics and work environment. Our organization takes the accessibility needs of employees and candidates with disabilities into account during the position summary review process. Employees and candidates are required to notify their Director/Manager/Supervisor or Hiring Manager if they have any particular accessibility needs and the organization will collaborate with the employee to address them.
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