Strategic Accounts Specialist

Job summary

The Strategic Accounts Specialist will manage key client relationships and coordinate daily operational escalations to ensure service excellence. They will also analyze performance data and collaborate with cross-functional teams to optimize operational processes and support business growth.

Job details

Intelcom | Dragonfly With more than 100 sorting stations and operations across three continents, Intelcom | Dragonfly is Canada’s leader in last-mile logistics. Our vision is clear: to deliver fast, accurate, and reliable service powered by cutting-edge technology. A Strategic Role at the Heart of Logistic Responsibilities Build and maintain strong relationships with key client stakeholders, ensuring a high level of service and partnership. Manage and coordinate daily operational escalations with both internal teams and clients, ensuring timely resolution and effective communication. Analyze large datasets and transform complex information into clear, actionable reports and insights. Monitor internal and client-facing KPIs, proactively identifying risks, trends, and opportunities for improvement. Collaborate with cross-functional teams to improve operational performance and support business growth initiatives. Partner with Continuous Improvement teams to optimize processes, standards, and operating procedures to enhance performance. Develop, maintain, and document departmental Standard Operating Procedures (SOPs). Navigate high-pressure situations with professionalism, sound judgment, and a solution-oriented mindset. Participate in recurring business reviews and stakeholder meetings with client representatives. Provide operational support during peak volume periods and High Volume Events (HVEs), including occasional schedule flexibility as required. Qualifications Bachelor's degree in Business, Logistics, Supply Chain Management, or a related field. Strong analytical skills with experience working with large datasets and performance metrics. Advanced Excel. Advanced problem-solving abilities and a proactive approach to identifying and addressing challenges. Excellent communication and stakeholder management skills, with the ability to influence audiences at all levels. Strong storytelling and presentation skills, with the ability to simplify complex information into clear and compelling messages. Customer-centric mindset with a commitment to delivering exceptional service. Ability to work independently while effectively collaborating across multiple teams. Highly organized, adaptable, and comfortable managing competing priorities in a fast-paced environment. Demonstrated interpersonal skills, autonomy, and flexibility. Why Join Us? At Intelcom | Dragonfly, you’ll thrive in a flexible and stimulating environment, surrounded by passionate talent. You’ll also enjoy a wide range of benefits: On-site gym with a personal trainer Employer-provided lunch of your choice Comprehensive group insurance Group RRSP plan Care & Well‑Being Activities Partial reimbursement for public transportation Employee Assistance Program …and much more. This position has been opened to address a genuine organizational need within the company. At Intelcom | Dragonfly, we move forward guided by strong values: collaboration, innovation, excellence, and responsibility. We embrace diversity, ensure equity, and foster a true sense of belonging. Accommodation measures are available for individuals with disabilities throughout our recruitment process, in compliance with the law. Please let us know if you have any specific needs.

What you’ll do

The Strategic Accounts Specialist will manage key client relationships and coordinate daily operational escalations to ensure service excellence. They will also analyze performance data and collaborate with cross-functional teams to optimize operational processes and support business growth.

Requirements

Candidates must hold a bachelor's degree in Business, Logistics, or a related field and possess strong analytical skills with advanced Excel proficiency. Excellent communication, stakeholder management, and problem-solving abilities are essential for success in this fast-paced environment.

Benefits

• On-site gym
• Personal trainer
• Employer-provided lunch
• Comprehensive group insurance
• Group RRSP plan
• Care and well-being activities
• Partial reimbursement for public transportation
• Employee assistance program

Listed skills

• Account Management · Preferred
• Data analysis · Preferred
• Process Optimization · Preferred
• Microsoft Excel · Preferred
• Problem solving · Preferred
• Communication · Preferred
• Stakeholder Management · Preferred
• Cross-Functional Collaboration · Preferred
• Reporting · Preferred
• Risk Management · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Account management
• Operational logistics
• Data analysis
• KPI monitoring
• Process optimization
• Standard operating procedures
• Excel
• Problem-solving
• Communication
• Stakeholder management
• Storytelling
• Presentation skills
• Customer-centricity
• Cross-functional collaboration
• Reporting
• Risk management
• Business Metrics
• Influencing Skills
• Operational Performance Management
• Stakeholder Communications
• Professionalism
• Solution-Oriented
• Effective Communication
• Analytical Skills
• Continuous Improvement Process
• Employee Assistance Programs
• Standard Operating Procedure
• Leadership
• Innovation
• Interpersonal Communications
• Problem Solving
• Key Performance Indicators (KPIs)
• Operations
• Performance Metric
• Presentations
• Supply Chain Management
• Sorting
• Stakeholder Management

Job areas

• Logistics
• Management & Leadership
• Customer Service & Support
• Data & Analytics
• Strategic Account Specialist
• Account Representative (General)
• Retail and Wholesale Trade Managers
• Sales Representatives, Wholesale and Manufacturing, Except Technical and Scientific Products

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