MANAGER, CUSTOMER EXPERIENCE - WESTERN REGION

The Manager of Customer Experience must have a proficient background in Customer Service and Shipping, with the abilities to bring departments together and report on data collected through surveys, group sessions and personal engagements and connections. They will need to facilitate the creation of actionable items for improvement, hold their team accountable to timelines and tasks, communicate initiatives and progress to stakeholders, and follow-up on the successes that align with the company’s service vision statement.

Level of Responsibility

Leading projects/workstreams, and responsible for outcomes/strategic impact on department or business unit performance. May have direct reports, mentoring others, driving innovation, and improving processes within their domain.

Key Tasks

• Support the regional customer experience strategy by coordinating initiatives that enhance service quality, ease of doing business, and customer satisfaction within MSC Canada’s Central Region.
• Monitor customer satisfaction indicators (including NPS and service feedback) and assist in implementing actions that improve overall customer experience.
• Oversee day‑to‑day activities of customer‑facing teams and ensure customer inquiries and issues are handled promptly and professionally across email, phone, and digital channels.
• Serve as an escalation point for significant customer issues within the region and communicate customer needs to relevant internal teams.
• Build and maintain working relationships with key customers, supporting senior leaders with high‑value accounts when escalations or complex service matters arise.
• Ensure consistent application of service standards, communication practices, and customer handling procedures across the regional customer service teams.
• Collaborate with Commercial, Operations, Trade, Equipment, Network, Documentation, and Finance teams to support seamless service delivery and operational handoffs.
• Participate in regional improvement initiatives related to process simplification, standardization, and digital adoption.
• Review customer feedback and service performance data to identify recurring issues or improvement opportunities and support corrective action planning.
• Assist with communication management during operational disruptions, ensuring customers receive timely and accurate updates.
• Promote a customer‑centric mindset within the team while balancing service expectations with operational realities.
• Provide coaching, guidance, and development support to customer service staff within the region.
• Ensure day‑to‑day compliance with MSC service standards, procedures, and documentation requirements.
• Collaborate with regional peers to maintain consistent customer service practices across Canada.
• Contribute operational insights to broader customer‑experience discussions involving automation, digitization, and process enhancements.
• Prepare regular updates for management on customer trends, service performance, risks, and ongoing improvement work.
• Additional tasks may be adjusted based on departmental/business needs.