Roles and Responsibilities

The Manager, Customer Experience, is responsible for overseeing the resolution of customer cargo claims related to household goods moving services provided by Allied Van Lines Canada and North American Van Lines Canada and the moving companies (agents) that represent those brands, quality assurance, customer service, and Government of Canada contract service compliance.  This hands-on role involves managing a team of claims adjusters and customer service representatives, ensuring timely and accurate adjudication and settlement of claims, and resolution of customer inquiries and concerns, while maintaining high levels of customer satisfaction.  When managed effectively, the claims and customer service processes can enhance customer satisfaction and encourage them to consider us for future needs.

To be successful, the Manager will develop effective working relationships with agents, vendors, clients and internal departments to ensure essential information is communicated and appropriate actions are performed.  The Manager will administer the department with proper operating procedures, training, monitoring and reporting to ensure that all policies, regulations, performance targets and contractual obligations are satisfied.

Essential Functions and Responsibilities

Leadership (10%)

• Lead and manage the Customer Experience (cargo claims, customer service, quality assurance) Department, including hiring, training, and supervising claims adjusters
• Create the annual department operating budget and ensure financial goals are achieved
• Set and monitor performance goals including productivity, days to settle, backlog, severity and frequency
• Provide regular performance feedback to individual team members and conduct annual performance assessments
• Develop and implement policies and procedures for efficient case processing
• Participate in management team discussions and decisions; disseminate information to staff as required

Cargo Claims Settlement (40%)

• Negotiate with and procure supply services from agents and vendors, including repair and restoration companies, insurance adjusters, and external legal counsel
• Collaborate effectively with other departments, such as government and operations, to resolve claims effectively
• Communicate clearly, both verbally and in writing, with customers in a respectful manner
• Review and authorize settlement offers valued above claims adjusters’ approval limits
• Approve purchase orders / invoices and settlement chargebacks
• Handle escalated cases from agents, customers, and accounts, driving to equitable solutions
• Provide claims settlement support to agents
• Explore and develop methods to prevent cargo claims, establishing best practices to be shared on a regular basis

Quality Assurance (30%)

• Oversee all quality/compliance-related issues (policy, insurance) regarding agents and drivers; track, investigate, document, and follow up with communications for remediation
• Scrutinize, approve and track driver qualification applications
• Update truck/ trailer equipment certification/ registration and maintenance records; provide and monitor equipment branding standards
• Receive, adjudicate, record and monitor Certified Labour Program applications and information
• Prepare and publish monthly and quarterly network, agency, and driver quality reports
• Determine annual quality award winners, co-develop annual driver recognition campaign, create communications, procure and distribute trophies
• Manage interface with third-party research (customer satisfaction survey) company
• Participate in Quality Committee, provide information and insights, modify policy documents as necessary

Contract Service Compliance (10%)

• Receive service failure notices from the Government of Canada (GOC); maintain records; provide reporting to management
• Investigate service quality issues, determine and address causes and liable parties, and prepare counterarguments when warranted
• Request and record agencies' insurance and warehouse compliance as required for GOC certifications
• Collaborate with Manager, Government Services on remediations and Quality Assurance Plan improvements

Administration (10%)

• Analyze claims, customer service and compliance data to identify trends and areas for improvement; prepare reports for management
• Provide benchmark/ service level agreement reporting for corporate and government clients and management
• 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

Qualifications and Preferred Skills

• 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
• Previous and proven experience in people leadership (team lead, supervisor, or manager)
• Bilingual (English/French) language skills, both spoken and written, a definite asset
• Proven experience with customer relations, customer service, negotiations and problem solving
• Superior written and verbal communication skills
• Process and results oriented; excellent organization skills with high attention to detail
• Proficiency in MS Office applications (Word, Excel, PowerPoint)
• Understanding of Canadian and US geography
• Able to travel infrequently

Education and Certification Requirements

• College diploma / degree (post-secondary education preferred, in business administration or logistics) or a minimum of completed high school diploma and tangible related work experience