Customer Service Manager

About Triple Eight Transport Inc.

Since 2006, Triple Eight Transport Inc. has grown into a trusted asset-based transportation provider, delivering Full Truck Load services across Western Canada and the Western United States. With terminals in Abbotsford, Calgary, and Edmonton, and our own fleet of reefers, heaters, and dry vans, we've built our reputation on safe operations, innovation, and service excellence — and, above all, on our people.

We believe great people drive great results. That's why we're building a workplace where employees are empowered to take ownership, share ideas, grow their skills, and build careers alongside our business.

Join Triple Eight, and you're not just taking a job — you're joining a team that works hard, supports one another, and shares a common goal: delivering exceptional value to our customers while always striving to do better.

If you're looking for a place to contribute, grow, and make a real impact, we'd love to hear from you.

Triple Eight Transport Inc. is seeking a results-driven Customer Service Manager to lead the Customer Service and Account Management teams, strengthen customer relationships, and drive service excellence, customer retention, and business growth.

The ideal candidate will bring strong leadership capabilities, commercial and financial acumen, strategic thinking, and a high level of ownership and accountability. This role requires a hands-on leader who can develop high-performing teams, make sound business decisions, challenge existing processes, and collaborate effectively across departments to deliver measurable results.

The successful candidate will balance customer satisfaction with operational efficiency and profitability while fostering a culture of accountability, continuous improvement, and customer-first thinking.

Key Responsibilities

1. Team Leadership & Performance Management

• Lead, coach, and develop Customer Service Representatives and Account Managers, establishing clear performance expectations, accountability, and a culture of ownership and continuous improvement.
• Oversee team performance through regular coaching, performance reviews, KPI monitoring, and development plans to improve productivity, service quality, and employee engagement.
• Manage workload distribution, resource planning, and daily team priorities to ensure efficient operations, timely issue resolution, and consistent service delivery.

2. Customer Relationship Management & Retention

• Oversee the management of key customer accounts, ensuring strong relationships, proactive communication, and consistent service standards across the customer portfolio.
• Lead the resolution of complex customer escalations, service failures, and recurring issues while ensuring timely corrective actions and long-term solutions.
• Develop and execute customer retention strategies by monitoring customer satisfaction, identifying service gaps, and proactively addressing risks to customer relationships.

3. Business Acumen & Commercial Performance

• Drive account growth and profitability by identifying opportunities to increase customer volumes, expand service offerings, and strengthen existing business relationships.
• Analyze customer revenue, account profitability, service costs, and operational performance to support commercially sound decisions that balance customer expectations with business objectives.
• Partner with Sales, Finance, and Operations to support pricing decisions, customer negotiations, revenue protection, and strategic account development.

4. Operational Excellence & Process Improvement

• Oversee customer service operations, ensuring accuracy in order processing, shipment coordination, customer communication, documentation, and billing-related activities.
• Identify operational inefficiencies, recurring service challenges, and process gaps, implementing practical improvements that enhance productivity, accuracy, and customer experience.
• Collaborate with Dispatch, Planning, Billing, and other departments to improve service coordination, streamline workflows, and ensure customer commitments are consistently achieved.

5. Strategic Planning & Cross-Functional Collaboration

• Translate business priorities into clear departmental goals, performance measures, and actionable plans aligned with the company's growth and profitability objectives.
• Develop and monitor key performance indicators related to customer retention, account growth, service quality, team productivity, and customer satisfaction.
• Provide leadership with meaningful insights, performance updates, and recommendations to support business decisions, manage risks, and identify opportunities for improvement.

Qualifications & Skills

• Minimum 5 years of progressive experience in customer service, account management, or transportation and logistics operations, including at least 2 years in a leadership or supervisory role.
• Proven ability to lead, coach, and develop high-performing teams while driving accountability and measurable business results.
• Strong business and financial acumen, with an understanding of revenue, profitability, cost management, and commercial decision-making.
• Demonstrated experience managing customer relationships, improving retention, and identifying opportunities for account growth.
• Strong understanding of transportation and logistics operations, preferably within the trucking industry.
• Excellent communication, interpersonal, negotiation, and conflict-resolution skills, with the ability to influence stakeholders at different organizational levels.
• Strategic and analytical mindset with the ability to interpret performance data, identify business opportunities, and translate insights into actionable improvements.
• Strong problem-solving and decision-making abilities, with the confidence to challenge existing practices and make sound decisions under pressure.
• High level of ownership, accountability, adaptability, and resilience, with the ability to manage competing priorities in a fast-paced environment.
• Proven ability to collaborate across departments, build effective working relationships, and align team objectives with broader business goals.
• Proficiency in Microsoft Office, particularly Excel; experience with Transportation Management Systems (TMS), CRM platforms, and reporting tools is an asset.
• Post-secondary education in Business Administration, Supply Chain Management, Logistics, or a related field is preferred.
• Must be legally authorized to work in Canada.

What Success Looks Like in This Role

• Leadership Excellence: Build a high-performing, accountable team that consistently delivers results and demonstrates strong ownership.
• Customer Retention & Growth: Strengthen existing customer relationships, reduce customer attrition, and identify opportunities to grow account revenue.
• Commercial Performance: Improve account profitability through sound business decisions, cost awareness, and effective resource utilization.
• Operational Efficiency: Streamline processes, reduce recurring service issues, and improve team productivity without compromising service quality.
• Strategic Contribution: Think beyond daily operations, anticipate business challenges, and contribute meaningful ideas that support long-term organizational growth.

Building a Fair and Inclusive Hiring Process

Every application matters to us, and we thank you for taking the time to apply. Given the volume of applications we receive, only candidates moving forward will be contacted directly — but know that your interest in Triple Eight doesn't go unnoticed.

Equal Opportunity, By Design

Hiring decisions at Triple Eight are grounded in qualifications, experience, skills, and business need — nothing else. We actively welcome applicants from all backgrounds, and our recruitment practices are built to align with human rights and employment legislation, free from discrimination at every step.

Accommodation, Made Simple

If you require accommodation at any point in the recruitment process, just tell us. Our Recruitment team will work with you directly to understand what you need and provide the right support — handled with discretion and respect for your privacy.

Where AI Fits In

AI tools are part of how people prepare and learn today, and we're comfortable with that — use them freely to research, prepare, and get ready ahead of time. That said, once you're in front of us — interviews, assessments, case studies, technical evaluations — we want to see you: your thinking, your judgment, your experience. AI-generated or real-time AI assistance isn't permitted during these stages unless we've explicitly said otherwise.