Analyst, Custom/Traffic (Supply Chain, Indirect Goods and Services)

What are your contributions to the team?

Customer Service & Operational Support
• Act as the primary liaison between internal departments and transportation service providers for all transportation-related activities.
• Manage and resolve service inquiries, including shipment set-up, tracking and tracing, customs-related operational issues, billing inquiries, cargo claims, and ad hoc transportation quotations.
• Investigate transportation issues, perform root cause analysis, and implement corrective actions to improve service performance and customer satisfaction.
• Provide clear, timely, and ongoing communication to stakeholders regarding shipment status, service issues, and resolutions.
• Record and maintain visibility of transportation quotes, service issues, and problem types to support reporting and continuous improvement initiatives.
Transportation Coordination
• Recommend transportation services that align with established routing guides and business requirements while ensuring compliance with corporate transportation policies.
• Coordinate domestic and international expedited shipments for priority requirements and escalate issues when necessary.
• Manage transportation activities for:
o FCA (Free Carrier) shipments on imports where transportation is the company’s responsibility.
o DAP (Delivered at Place) export shipments where transportation responsibility remains with the company.
• Serve as the first-level after-hours contact for transportation-related escalations.
Compliance & Risk Management
• Collaborate with Business Aviation Compliance and Export Compliance teams to ensure adherence to applicable trade, customs, and transportation regulations.
• Verify purchase order and contract Incoterms to ensure transportation responsibilities and compliance requirements are properly assigned and executed.
• Support Requests for Information (RFI) and Requests for Quotation (RFQ) activities, while partnering with the responsible procurement organization as required.
• Ensure all transportation activities comply with dangerous goods regulations and applicable customs requirements.
Leadership & Collaboration
• Provide leadership, guidance, coaching, and operational support to internal stakeholders and requestors.
• Support day-to-day transportation operations and assist team members as needed to ensure continuity of service.
• Build and maintain strong partnerships with transportation service providers to ensure operational efficiency and service excellence.
• Follow escalation protocols and maintain close communication with Transportation Subject Matter Experts (SMEs) and Transportation & Logistics leadership.

How to thrive in this role?

• You hold a bachelor’s degree in business administration or the equivalent.

• Experience in customer service in a high-volume, fast-paced, and demanding operational environment.

• Minimum of five (5) years of relevant experience required.

• Thorough knowledge of domestic and international transportation operations and customs processes.
• Strong understanding of transportation regulations, freight management, and logistics operations.
• Dangerous Goods certification and/or working knowledge of applicable regulations is required.
• Excellent communication, interpersonal, and stakeholder management skills.
• Strong analytical, problem-solving, and root cause investigation abilities.
• Ability to manage multiple priorities and work effectively under pressure.
• CTPAT knowledge an asset.
• Demonstrated ability to collaborate across functions and build effective relationships with internal and external partners.
• Commitment to continuous learning and expanding professional knowledge within transportation and logistics disciplines.

In addition: You are able to work in English and French on a daily basis. You must be able to work on site at least two (2) days per week in Montreal, sometimes more, as per the applicable policy.