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Lead and manage the Customer Experience (cargo claims, customer service, quality assurance) Department, including hiring, training, and supervising claims adjusters
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Create the annual department operating budget and ensure financial goals are achieved
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Set and monitor performance goals including productivity, days to settle, backlog, severity and frequency
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Provide regular performance feedback to individual team members and conduct annual performance assessments
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Develop and implement policies and procedures for efficient case processing
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Participate in management team discussions and decisions; disseminate information to staff as required
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Negotiate with and procure supply services from agents and vendors, including repair and restoration companies, insurance adjusters, and external legal counsel
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Collaborate effectively with other departments, such as government and operations, to resolve claims effectively
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Communicate clearly, both verbally and in writing, with customers in a respectful manner
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Review and authorize settlement offers valued above claims adjusters' approval limits
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Approve purchase orders / invoices and settlement chargebacks
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Handle escalated cases from agents, customers, and accounts, driving to equitable solutions
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Provide claims settlement support to agents
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Explore and develop methods to prevent cargo claims, establishing best practices to be shared on a regular basis
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Oversee all quality/compliance-related issues (policy, insurance) regarding agents and drivers; track, investigate, document, and follow up with communications for remediation
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Scrutinize, approve and track driver qualification applications
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Update truck/ trailer equipment certification/ registration and maintenance records; provide and monitor equipment branding standards
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Receive, adjudicate, record and monitor Certified Labour Program applications and information
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Prepare and publish monthly and quarterly network, agency, and driver quality reports
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Determine annual quality award winners, co-develop annual driver recognition campaign, create communications, procure and distribute trophies
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Manage interface with third-party research (customer satisfaction survey) company
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Participate in Quality Committee, provide information and insights, modify policy documents as necessary
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Receive service failure notices from the Government of Canada (GOC); maintain records; provide reporting to management
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Investigate service quality issues, determine and address causes and liable parties, and prepare counterarguments when warranted
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Request and record agencies' insurance and warehouse compliance as required for GOC certifications
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Collaborate with Manager, Government Services on remediations and Quality Assurance Plan improvements
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Analyze claims, customer service and compliance data to identify trends and areas for improvement; prepare reports for management
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Provide benchmark/ service level agreement reporting for corporate and government clients and management
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Articulate system issues and see them through to resolution; define new business requirements for system enhancements; provide testing resources to the IT team as necessary
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Minimum five years' experience as a claims adjuster, customer service representative, or quality assurance specialist, preferably in the moving or logistics industry with leadership experience
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Previous and proven experience in people leadership (team lead, supervisor, or manager)
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Bilingual (English/French) language skills, both spoken and written, a definite asset
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Proven experience with customer relations, customer service, negotiations and problem solving
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Superior written and verbal communication skills
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Process and results oriented; excellent organization skills with high attention to detail
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Proficiency in MS Office applications (Word, Excel, PowerPoint)
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Understanding of Canadian and US geography
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Able to travel infrequently
