Logistics & Customer Experience Manager

Hello! My name is Angela, and I am a Recruitment Consultant at Fed Supply, a specialized recruitment agency focused on supply chain, logistics, transportation, and customer service. We recruit for both temporary and permanent positions throughout the Greater Montreal Area.
Mission Position Summary
Our client, a well-established manufacturing company located on Montreal's South Shore, is looking for a Logistics & Customer Experience Manager to lead the performance of its logistics operations and support the evolution of its customer experience.
Reporting to Supply Chain leadership, the successful candidate will oversee shipping, transportation, inventory, and customer service activities. The role will also play a key part in process transformation and the implementation of a new ERP system (D365).
Key Responsibilities

• Lead and optimize shipping, transportation, inventory, and customer service operations.
• Manage, coach, and develop the team within a unionized environment.
• Develop strategies to improve logistics performance and customer experience.
• Collaborate closely with Production, Planning, Procurement, and Sales.
• Manage complex customer issues and implement sustainable solutions.
• Monitor and analyze logistics, inventory, transportation, and customer service KPIs, including OTIF performance.
• Manage carrier performance, transportation costs, and delivery timelines.
• Ensure compliance with international trade requirements, including customs, USMCA, Incoterms, and C-TPAT.
• Develop and improve processes, procedures, and service standards.
• Play a key role in the D365 implementation and the evolution of operational practices.
• Foster a culture of continuous improvement, collaboration, and customer focus.

Your profile Candidate Profile

• 5-10 years of relevant experience in logistics, supply chain, operations, or customer service, including team management experience.
• University degree in Logistics, Operations Management, Supply Chain, Business Administration, or a related field.
• Experience within a manufacturing environment, ideally involving complex logistics operations.
• Strong ability to structure and improve processes and support organizational change.
• Strong knowledge of ERP systems; D365 or ERP implementation experience is a significant asset.
• Ability to analyze data and KPIs, identify trends, and support decision-making.
• Structured, collaborative, and people-focused leadership style.
• Strong communication, problem-solving, and prioritization skills.
• Bilingual French-English required due to regular interactions with English-speaking customers.

Working Conditions & Benefits

• Competitive compensation.
• Comprehensive group insurance.
• Retirement plan with employer contributions.
• 24/7 telemedicine and Employee Assistance Program.