Logistics & Customer Service Manager

Import Full Time North Vancouver Hybrid $100,000 - $120,000 CAD per year

We are looking for an experienced

Logistics & Customer Service Manager

to lead our Logistics and Customer Service operations. This is a key leadership role responsible for ensuring the timely, accurate, efficient, and cost-effective flow of products, while delivering a high standard of service to our customers.

You will lead a team responsible for logistics and sales order operations, oversee third-party freight and warehousing partners, and drive continuous improvement across our logistics and customer service processes.

This is an excellent opportunity for a hands-on leader who combines strong people-management skills with analytical and operational expertise and who enjoys finding practical ways to improve processes, service, and cost efficiency.

This position is based at our

North Vancouver office

in a hybrid work environment requiring 2 days a week in office.

Annual Salary range $100 000 to $120 000 with 10% performance based bonus.

What You’ll Do Leadership & Team Management Lead, mentor, and develop a high-performing Logistics and Customer Service team. Build a culture of engagement, accountability, collaboration, and continuous improvement. Establish and monitor KPIs, development plans, and cross-training initiatives. Provide coaching and performance management to support individual and team success. Maintain effective communication across functional teams and business divisions. Logistics & Supply Chain Operations Oversee inbound and outbound logistics, including domestic and international shipments. Manage logistics activities with third-party freight and warehousing providers. Ensure shipping documentation is accurate and complete. Optimize transportation modes, including air and ground, to balance service and cost. Coordinate with regulatory bodies and support compliance requirements. Approve freight invoices and manage logistics spend. Drive improvements in cost efficiency per shipment.

Customer Service & Order Management Direct and oversee sales order processing, ensuring accurate and timely data entry. Ensure timely and accurate customer billing. Develop and maintain effective policies, procedures, checklists, and audit processes. Promote strong customer relationships by resolving issues professionally, promptly, and effectively. Lead RFP/RFQ processes for third-party logistics providers. Develop and maintain supplier scorecards to monitor performance and drive continuous improvement. Manage supplier contracts, renewals, and compliance. Build strong, productive relationships with logistics and service providers. Lead vendor negotiations and identify opportunities to improve service and reduce costs.

Analytics, Process Improvement & Technology Develop and track advanced logistics KPIs. Use data analysis to identify opportunities for operational and cost optimization. Leverage advanced Excel tools to analyze large datasets and identify trends and opportunities. Support ERP enhancements and process automation initiatives. Manage and facilitate operational P&L rate inputs in partnership with Finance. Drive process improvements through data, technology, and operational best practices.

Regulatory & Compliance Support timely investigations and ensure all required documentation is completed for Health Canada, FDA, and other applicable certifying bodies. Ensure compliance with company policies, procedures, and applicable regulatory requirements.

What You Bring Experience & Education 5+ years of experience in Supply Chain Management, with a strong focus on Logistics. Proven leadership experience in a fast-paced food distribution and/or CPG environment. Experience managing logistics operations, third-party providers, and customer service/order processing. Experience with import/export, customs clearance, and regulatory compliance. Post-secondary education in Supply Chain, Business, or a related field. Experience working in a regulated industry such as food & beverage or pharmaceuticals is significant asset. SCMP, APICS, or equivalent certification is an asset.

Skills & Capabilities Strong people leadership, coaching, and performance-management skills. Strong negotiation and vendor-management capabilities. Advanced Excel skills, including Pivot Tables, Lookups, Power Query, and data modelling. Proficiency with ERP systems; NetSuite experience is preferred. Strong analytical, organizational, problem-solving, and communication skills. Ability to manage multiple priorities and meet tight deadlines in a fast-paced environment. Strong relationship-building skills with both internal and external stakeholders. A proactive approach to identifying problems, developing creative solutions, and driving improvements.

Our Values Honesty & Integrity Initiative Passion

As a Logistics & Customer Ser