Customer Engagement Manager - Fastfrate Group (Calgary) …, Alberta

Fastfrate Group is an equal opportunity employer committed to creating a diverse, inclusive, and accessible workplace. We welcome applications from women, visible minorities, Indigenous peoples, persons with disabilities, and all qualified individuals. If you require an accommodation at any stage of the recruitment process, please contact us at and we will work with you to meet your needs. Fastfrate Group is one of North America's largest privately owned transportation and logistics providers. Built on innovation, speed, and reliability, our national network connects major North American markets through seamless rail and road solutions, giving customers the strength of a full-service logistics partner. From TL and LTL to drayage, warehousing, fulfillment, and final mile delivery, the Fastfrate Group provides true port-to-door solutions. Our integrated service model delivers seamless, end-to-end transportation and logistics support designed to move business forward. Why you'll love working here A workplace where you can learn, grow, and build your career A culture that encourages new ideas and continuous improvement Supportive leaders who provide guidance while giving you autonomy A team-focused environment A competitive total-rewards package, including group benefits and a company-sponsored retirement savings plan Support for professional memberships, training, and certifications The Opportunity This is your chance to join a team where your work truly makes an impact. In this role, you will contribute directly to the success of our customers, our operations, and the Fastfrate Group as a whole. You'll work in a supportive environment that values collaboration, problem-solving, and continuous learning. Role Summary Reporting to the Director of sales, the Engagement Manager will join our team in Western Canada. This role is responsible for managing key customer relationships, ensuring high service standards, and acting as the primary liaison between customers, sales, and internal operational teams. The successful candidate will proactively resolve issues, monitor performance metrics, and identify opportunities to strengthen customer satisfaction, grow existing accounts, and work in close alignment with the Western Canada Sales Team to support customer retention, operational performance, and account growth. Hours of Work Monday to Friday, 9:00am-5:30pm Work Arrangement On-site Position Type Non-Union Employment Status Permanent Compensation Salary Range: $50,000 + Applicable incentives and commissions Work Location & Environment 11440 54th St SE, Calgary, AB T2C 4Y6. Office environment. Key Accountabilities Customer Engagement & Relationship Management Ensure client expectations are consistently met regarding service delivery and quality. Maintain a structured customer call cycle, with engagement frequency based on account revenue and priority. Act as the first point of contact for Sales escalations and work toward first‑call resolution whenever possible. Proactively monitor revenue variances and contact customers weekly when declining trends are identified. Provide proactive communication regarding any service disruptions or potential delays. Operational Coordination & Escalation Coordinate with internal teams to ensure timely resolution of customer concerns. Escalate issues to the appropriate departments including Operations, Billing, IT, Accounts Receivable (AR), BAS, and Senior Management when required. Maintain accurate portal updates, including closing loads and ensuring visibility of potential AR implications. Performance Monitoring & Reporting Track and report on‑time performance metrics and reason codes to identify opportunities for improvement. Ensure revenue compliance with customer agreements and contractual terms. Monitor and support KPIs related to growth, retention, and service performance within the account base. Sales Collaboration & Business Reviews Provide weekly feedback during Sales and Operations meetings. Share opportunities, results, successes, and challenges during bi‑weekly sales meetings. Team Collaboration Participate in weekly one‑on‑one meetings with leadership to review account performance, opportunities, and challenges. Qualifications Education & Experience Experience in customer engagement, customer success, account management, or client services. Experience in the logistics or transportation industry preferred, with Less‑Than‑Truckload (LTL) experience considered a strong asset. Skills & Attributes Strong communication, relationship‑building, and stakeholder management skills. Ability to collaborate effectively across sales, operations, and finance teams. Experience with performance metrics, service reporting, and operational KPIs. Solid problem‑solving, organizational, and analytical skills. Ability to manage multiple accounts and priorities in a fast‑paced setting. #J-18808-Ljbffr Apply on Kit Job: kitjob.ca/job/2pmnlq