Customer Service jobs in New Hamburg, ON

We Bring Food to Your Family’s Table
The Erb Group is one of North America’s largest privately-owned refrigerated transportation providers. The Erb Group specializes on the timely, protected distribution of temperature-controlled perishable goods across Canada and the U.S. The Erb Group is a family-owned business and has been in the industry for over 65 years. Its head office is based in New Hamburg, Ontario, with additional Canadian terminals in Baden, Toronto, Thunder Bay, North Bay, Ottawa, Montreal, Trenton, and Winnipeg. In addition, we have been recognized as Best Fleets to Drive For several years, a Top Fleet Employer and continue to be a safety industry leader.
Shift: days, Monday- Friday, 8:00am-5:00pm. *Must be willing to work all shifts as required.
Travel is also required

SUMMARY

Reporting to the President & Chief Operating Officer, the Vice President, Canadian LTL Operations leads Erb's Canadian LTL network across 8-10 terminals in Ontario, Quebec, and Manitoba, providing strategic direction to ensure safe, efficient, and profitable operations. As a member of the Executive Leadership Team, this role is responsible for driving operational excellence, safety, profitability, and exceptional customer experience while ensuring consistency across the network. The Vice President sets the operational vision, leads continuous improvement initiatives, and develops future leaders to support the long-term success of the business. The Vice President, Canadian LTL Operations is accountable for delivering results aligned with the Company's strategic objectives.

PRIMARY RESPONSIBILITIES

Safety & Compliance

• Ensure compliance with the Canada Labour Code, applicable provincial legislation, transportation regulations (including hours of service), food safety standards, and Company policies.
• Partner with Health & Safety and Driver Services to reduce workplace injuries and vehicle incidents.
• Ensure operational readiness for regulatory inspections and audits.
• Promote proactive risk management and continuous safety improvement.
• Foster a culture where every employee is empowered to identify and address safety concerns.

Service Excellence

• Establish national service standards across all terminals.
• Drive improvements in:
• On-time performance
• Freight quality
• Claims reduction
• Temperature integrity
• Customer satisfaction
• Drive Customer Service and partner with Sales to strengthen customer relationships.
• Ensure operational decisions support long-term customer retention and growth.
• Lead service recovery efforts for major operational disruptions.

Operational Excellence & Financial Accountability

• Develop and execute the operational strategy for Canada's terminal network; standardize operating practices across all locations.
• Improve productivity through data-driven decision making, optimizing Dock operations, Freight flow, Equipment utilization, Labour productivity, Linehaul efficiency, Terminal capacity
• Lead continuous improvement initiatives utilizing Lean principles and operational best practices.
• Evaluate new technologies and automation opportunities that improve operational performance.
• Develop and manage annual operating budgets; achieve productivity and profitability targets.
• Manage labour and operating expenses; optimize asset utilization.
• Support capital planning and investment decisions.
• Improve operating ratio and EBITDA contribution; monitor key financial and operational performance indicators.
• Identify opportunities for sustainable cost reduction while maintaining service quality.

People & Leadership

• Lead, mentor, and develop Terminal Managers and operational leaders.
• Build succession plans for critical leadership positions.
• Establish leadership expectations and performance standards across the network.
• Partner with Human Resources to strengthen recruitment, onboarding, leadership development, employee engagement, and performance management.
• Foster a workplace culture aligned with Erb's STRIDES Values.
• Promote collaboration across operations and corporate departments.

Growth & Innovation

• Develop long-term operational strategies that support business growth.
• Participate in strategic planning as a member of the Executive Leadership Team.
• Identify opportunities to improve network efficiency and profitability.
• Support acquisitions, new terminals, service expansions, and operational integration projects.
• Champion innovation through technology, automation, analytics, and process improvement.
• Ensure the operational network is scalable to meet future customer demands.

Executive Leadership Responsibilities

• Serve as a member of the Executive Leadership Team; contribute to Erb’s strategic direction and annual business planning.
• Build strong relationships across all corporate functions.
• Lead organizational change initiatives.
• Represent the Company with customers, industry partners, regulators, and community stakeholders.
• Promote operational excellence through visible leadership and engagement.

REQUIREMENTS/QUALIFICATIONS

• Bachelor's degree in Business Administration, Supply Chain Management, Transportation, Logistics, or a related field.
• MBA or equivalent executive education is considered an asset.
• Professional designation (e.g., CCLP, or equivalent) is considered an asset.
• Minimum 15 years of progressive leadership experience in transportation, logistics, supply chain, or distribution.
• Minimum 10 years leading multi-site operations.
• Demonstrated success leading large operational teams through organizational growth and change.
• Proven responsibility for large operating budgets and financial performance.
• Extensive experience within Canadian LTL transportation is strongly preferred.
• Demonstrated experience operating within a federally regulated environment (Canada Labour Code) is strongly preferred.
• Executive leadership and strategic planning
• Deep knowledge of Canadian LTL operations and transportation networks
• Financial and business acumen
• Operational excellence and Lean continuous improvement
• Change management and organizational transformation
• Leadership development and coaching
• Customer-focused decision making
• Regulatory compliance and risk management, including federal (Canada Labour Code) and applicable provincial requirements
• Data analytics and performance measurement
• Excellent communication, collaboration, and executive presence
• Bilingual (English/French) is a strong asset

WORKING CONDITIONS

• Full-time (approximately 45 hours per week, with additional time as required), salaried executive position; flexibility to work beyond standard business hours as operational needs require.
• Frequent travel to terminals and customers across Canada.
• Occasional travel within the United States.
• Combination of office, terminal, warehouse, dock, and field environments.
• Availability to respond to significant operational issues outside regular business hours.

Your Cool Work Perks
Benefits available from day 1
We’re motivated by doing business with good people and hiring them too.

• Company paid health insurance plans (health, prescription, dental and vision)
• Company paid group life insurance
• Long-term disability insurance
• Employee & Family Assistance Program (EFAP)
• Enjoy $1600 in massage therapy benefits
• TFSA and RRSP savings plans with company match contributions (available after 3 months)
• Profit-sharing opportunity
• Referral bonus program
• Safety shoe voucher
• Uniform and annual tool allowance for apprentice and mechanic technicians
• Corporate discounts with Josslin Insurance and Goodlife Fitness
• Educational assistance up to 50%, with specific training required by The Erb Group paid in full
• Career advancement opportunities
• Community and philanthropy opportunities
• Employee engagement events (Good Cheer Club, summer BBQs, prizes, food trucks, employee recognition programs)

How To Make Your Next Cool Move – Apply online today!

Having trouble completing the application? Contact us 1-800-461-5299 or Recruiting@erbgroup.com

Don’t meet every single requirement? Studies have shown that women and people of colour are less likely to apply to jobs unless they meet almost every qualification. At The Erb Group, we’re committed to continually improving our approach to building a diverse, inclusive, and value driven workplace. If you’re excited about this role but your past experiences don’t align perfectly with our job description, we encourage you to apply regardless. You could just be the right candidate for this role or others!

The Erb Group is an equal opportunity employer and is committed to providing an inclusive and barrier-free work environment, including all stages of the hiring process. If you require accommodation, please contact recruiting@erbgroup.com or call 1-800-461-5299. All information received in relation to accommodation will be kept confidential.

We thank all those who apply. Only those selected for further consideration will be contacted.

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