In your role as Customer Service Manager at The North West Company (TNWC),You will lead a team responsible for managing logistics tickets and Canadian store claims. This role serves as a key liaison between Operations, Logistics, and carrier partners to ensure freight is planned, moved efficiently, and aligned with store requirements. You will play an important role in resolving service issues, improving processes, and supporting overall supply chain performance.
Joining TNWC gives you the opportunity for growth and development throughout the company, a competitive salary and benefits package, and to be part of a dynamic and diverse culture.
TNWC is a leading retailer to under-served rural communities and urban neighborhood markets in the following regions: Northern Canada, Western Canada, rural Alaska, the South Pacific islands, and the Caribbean. Our stores offer a broad range of products and services with an emphasis on food. Our value offer is to be the best local shopping choice for everyday household and local lifestyle needs. Check out northwest.ca for more information.
Your Role:
Lead and support a team of Customer Service Coordinators and Representatives, ensuring all Store Connect tickets and claims are resolved within established service level agreements (SLA)
Analyze and identify root causes of service issues, working collaboratively with internal teams and external partners to drive effective resolutions
Continuously look for opportunities to enhance service delivery, streamline processes, and improve communication across teams
Oversee the end-to-end claims process, including investigations, coordination with carriers, and ensuring timely and accurate financial settlements
Engage with store teams to gather feedback, particularly following sealift and winter road periods, to ensure all claims are captured and addressed within required timelines
Stay informed of store-level activities, including Food and General Merchandise initiatives, and collaborate with Logistics, store teams, and carriers to prioritize freight in alignment with operational needs and budget
Partner with carriers and internal stakeholders to analyze SLA performance, identify root causes of service gaps, and implement process improvements to enhance freight flow and overall supply chain efficiency
Prepare and deliver regular business reporting to provide visibility into freight status, carrier performance, and store-related issues, including inventory levels, SLA tracking, claims, and root cause analysis
Provide subject matter expertise to support logistics and operational projects, representing both hub and store receiving functions
Maintain in-depth knowledge of receiving practices and contribute to the development and approval of related SOPs
Communicate project updates and requirements effectively to hub and operations stakeholder
Oversee administrative operations at WLSC, including staffing coordination, office management, security access, and periodic reporting
Desired Skills & Experience:
Minimum 5 years of experience in cargo operations, including inbound, distribution, and outbound logistics preferred
Experience with Oracle Transportation Management System is considered an asset
Proficiency in Microsoft Office, particularly Excel and Word
Strong organizational, planning, and prioritization skills with the ability to manage multiple tasks and projects simultaneously
Demonstrated leadership and interpersonal skills
Excellent verbal and written communication skills, with the ability to engage effectively with both internal and external stakeholders
Curiosity and the ability to navigate complex scenarios across multiple technical systems
Knowledge of TNWC transportation network and various transportation modes is an asset
3 – 4 weeks travel annually to stores, carrier partner hubs and 3PL distribution centers
Reports to: Director, Logistics
Location: Winnipeg Logistics Services Centre, 100 Murray Park Road, Winnipeg, MB.
We create a collaborative and constructive culture by:
Being Enterprising • Committing to our Customer • Working with Passion • Leading and Developing Others • Demonstrating Respect and Inclusivity • Building Trust
The North West Company is committed to inclusion and diversity and encourages applications from all candidates including but not limited to: all religions and ethnicities, LGBTQ2s+, BIPOC, and persons with disabilities.
You may include your resume and cover letter together as a single document. A competitive salary is being offered along with opportunities to learn, develop and advance throughout the organization. We thank all applicants for their interest; however, only those selected for an interview will be contacted.
This is an active job opening for a position that is currently available and we are actively seeking to fill.
This position adheres to the Corporate Application Process Guidelines.