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.

Job Purpose

Triple Eight Transport Inc. is seeking an experienced Customer Service Manager with a strong background in the trucking and freight transportation industry to lead our Customer Service Representatives and Account Managers.

The ideal candidate will bring proven leadership capabilities, strong commercial and financial acumen, and hands-on experience managing customer service operations within a trucking or freight transportation environment. This role requires a leader who understands the complexities of freight movement, dispatch coordination, customer commitments, and transportation account management.

The successful candidate will demonstrate strong ownership, strategic thinking, and the ability to develop high-performing teams, strengthen customer relationships, improve operational efficiency, and drive profitable business growth.

Direct experience in the trucking or freight transportation industry is mandatory for this position.

Key Responsibilities

1. Team Leadership & Performance Management

• Lead, coach, and develop Customer Service Representatives and Account Managers supporting trucking and freight transportation operations, establishing clear expectations, accountability, and performance standards.
• Monitor team performance through KPIs, regular coaching, performance reviews, and development plans, focusing on customer retention, service quality, productivity, and commercial results.
• Oversee daily workload distribution, resource planning, and team priorities to ensure timely customer communication, shipment coordination, and effective issue resolution.

2. Transportation Customer Relationship Management & Retention

• Oversee relationships with transportation customers, shippers, and key accounts, ensuring proactive communication, reliable freight service, and consistent customer satisfaction.
• Lead the resolution of shipment delays, missed pickups and deliveries, freight-related service failures, and customer escalations while identifying root causes and implementing corrective actions.
• Develop customer retention strategies by monitoring service performance, identifying at-risk accounts, strengthening customer relationships, and ensuring transportation commitments are consistently met.

3. Commercial Performance & Account Profitability

• Drive growth within existing transportation accounts by identifying opportunities to increase freight volumes, expand lanes and services, and strengthen customer partnerships.
• Analyze customer revenue, freight volumes, account profitability, transportation costs, and service performance to support commercially sound decisions and improve margins.
• Partner with Sales, Pricing, Finance, and Operations on freight pricing, customer negotiations, revenue protection, and strategic account development.

4. Trucking Operations & Process Improvement

• Oversee customer service activities related to freight bookings, shipment tracking, pickup and delivery coordination, appointment scheduling, documentation, and billing accuracy.
• Work closely with Dispatch, Load Planning, and Operations to manage capacity constraints, shipment exceptions, delivery delays, and changing customer requirements.
• Identify recurring transportation service issues, workflow inefficiencies, and communication gaps, implementing improvements that enhance service reliability, productivity, and operational efficiency.

5. Strategic Planning & Cross-Functional Collaboration

• Translate business objectives into departmental goals and actionable plans that support customer retention, transportation service excellence, account growth, and profitability.
• Develop and monitor KPIs related to on-time pickup and delivery performance, customer retention, account growth, service failures, team productivity, and customer satisfaction.
• Provide leadership with meaningful business insights, performance updates, and recommendations to improve operational effectiveness, manage commercial risks, and support long-term growth.

Qualifications & Skills

• Mandatory: Minimum 5 years of progressive experience in the trucking, freight transportation, or asset-based carrier industry, including at least 2 years in a customer service, account management, or operations leadership role.
• Mandatory: Direct experience working with trucking customers, shippers, freight accounts, and transportation operations.
• Strong understanding of Full Truckload (FTL) transportation, including freight bookings, dispatch coordination, load planning, shipment tracking, pickup and delivery schedules, and service escalations.
• Experience working with asset-based trucking carriers is strongly preferred; exposure to dry van and refrigerated freight operations is an asset.
• Proven ability to lead, coach, and develop high-performing customer service or account management teams while driving accountability and measurable business results.
• Strong commercial and financial acumen, including an understanding of freight revenue, transportation costs, customer profitability, pricing, and margin management.
• Demonstrated ability to manage key transportation accounts, strengthen customer retention, and identify opportunities for freight volume and revenue growth.
• Strong working knowledge of transportation service challenges, including delivery delays, capacity constraints, appointment requirements, and coordination between customer service and dispatch teams.
• Excellent communication, negotiation, interpersonal, and conflict-resolution skills, with the ability to build effective relationships with customers and internal stakeholders.
• Strategic and analytical mindset with the ability to interpret operational and financial data, challenge existing processes, and implement practical improvements.
• High level of ownership, accountability, resilience, and sound judgment, with the ability to make decisions in a fast-paced transportation environment.
• Proficiency in Microsoft Office, particularly Excel; experience with Transportation Management Systems (TMS), CRM platforms, and transportation reporting tools is an asset.
• Post-secondary education in Business Administration, Transportation, Logistics, Supply Chain Management, or a related field is preferred.
• Must be legally authorized to work in Canada.

Building a Fair and Inclusive Hiring Process

Every application matter 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.