National Customer Service Manager - Fastfrate Group …, North Peel Regional Municipality …

Fastfrate 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 Company Profile: 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.

Being part of the Fastfrate Group offers meaningful career opportunities, professional growth, and the ability to contribute to a company that plays a vital role in keeping Canada moving.

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’ll 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 Executive Vice President, LTL Operations, the National Customer Service Manager is responsible for leading and overseeing the customer service function across all Fastfrate terminals, ensuring the delivery of consistent, high‑quality service standards and customer experience nationally. This role acts as a key liaison between customers, operations, and leadership teams, driving communication, service performance, process standardization, and continuous improvement initiatives across the organization. The incumbent plays a critical role in representing the voice of the customer while supporting operational efficiency, customer retention, and overall business objectives.

Hours of Work: Monday to Friday, 8:00am–4:30pm

Work Arrangement: On‑site

Position Type: Non‑Union

Employment Status: Permanent

Compensation: Salary Range: $88,000 - $110,000

Work Location&Environment: 9701 Hwy 50, Woodbridge, ON L4H 2G4 OR 4415 rue Fairway, Lachine, QC, H8T 1B5; Office environments

Key Accountabilities:

Lead and oversee customer service operations across all Fastfrate terminals, ensuring alignment with corporate objectives, customer expectations, and operational standards.

Develop and implement national customer service strategies, standards, policies, and best practices to drive consistency, efficiency, and service excellence across all locations.

Establish, monitor, and report on national customer service KPIs, scorecards, service metrics, and customer satisfaction trends, ensuring continuous improvement initiatives are implemented where required.

Act as the primary internal voice of the customer by identifying service trends, escalation risks, and operational gaps impacting the customer experience.

Partner closely with Operations, Sales, Linehaul, Pricing, and Executive Leadership teams to improve communication, service performance, and customer retention strategies.

Lead the national customer service team through coaching, mentorship, talent development, succession planning, and performance management initiatives.

Oversee the management of large, strategic, and high‑profile customer accounts, including service recovery, escalation management, and process improvement initiatives.

Ensure national standardization of customer service processes, workflows, communication standards, and service expectations across all terminals.

Analyze customer feedback, operational trends, and service failures to identify root causes and implement corrective and preventative actions.

Support continuous improvement initiatives related to customer experience, technology, reporting, and operational efficiencies.

Ensure customer scorecards, reporting, and performance data are accurate, timely, and effectively communicated to both internal and external stakeholders.

Collaborate with leadership teams to support organizational growth initiatives, customer onboarding, and service expansion opportunities.

Establish workforce planning strategies, scheduling practices, and resource allocation models to ensure adequate national customer service coverage.

Support the implementation and optimization of transportation management systems, EDI processes, and customer communication tools.

Promote a culture of accountability, collaboration, customer focus, and operational excellence across the national customer service function.

Perform other duties and special projects as assigned in support of business objectives.

Qualifications: We’re looking for someone who brings:

Education&Experience:

Post‑secondary education in Supply Chain, Business Administration, or a related field is considered an asset.

Minimum of five (5) to seven (7) years’ experience in a management role.

Demonstrated experience leading multi‑site or national teams within a transportation, logistics, or service‑focused environment.

Demonstrated knowledge of the transportation industry, including shipping/receiving, scheduling, freight operations, and regulatory requirements.

Experience developing and implementing standardized processes across multiple locations.

Strong understanding of customer experience management, service recovery, and operational performance metrics.

Experience working collaboratively with senior leadership and cross‑functional operational teams.

Experience managing escalated customer concerns and strategic customer relationships.

Experience in a dispatch and/or call‑center environment preferred.

Proficiency with transportation management systems.

Intermediate Microsoft Office skills (Word, Excel, PowerPoint, Outlook).

Previous or current working knowledge of Salesforce is considered an asset.

Extensive experience working in unionized environments and with collective agreements.

Solid understanding of business and financial principles and operational best practices.

Proficient in both English and French is considered an asset.

Skills&Attributes:

Highly organized and detail‑oriented, with the ability to prioritize and manage multiple competing deadlines.

Strong verbal communication, interpersonal, and relationship‑building skills.

Proactive and solutions‑focused, with a strong bias toward action and prevention of issues.

Demonstrated ability to work effectively both independently and collaboratively across all levels of the organization.

Continuous improvement mindset with a focus on efficiency, quality, and service excellence.

Professional, enthusiastic, and positive team leader.

Ability to handle sensitive matters with tact, discretion, and professionalism.

Effective under pressure and adaptable in a fast‑paced, changing environment.

Strong problem‑solving, analytical, and decision‑making skills.

Customer‑focused with a strong commitment to service quality and customer retention.

Strong leadership presence with the ability to influence and drive alignment across multiple locations and departments.

Strong work ethic and role‑model leadership approach.

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