Canada Post Strike – Logistics Crisis & Customer Handling
Chan Ling Liu
Canada Post Strike – Logistics Crisis Response & Customer Handling
Overview
In late September, Canada Post experienced an unexpected strike that halted all postal deliveries. I coordinated the end-to-end impact assessment, customer communication, and contingency planning to ensure delivery continuity and minimize backlog escalation.
My Role
Mapped impact across in-transit and pending-dispatch orders
Coordinated with 3PL partners to confirm operational suspension
Managed customer communication flows (cancel/upgrade/hold options)
Designed short-term rerouting and long-term mitigation options
Challenges
535 orders affected across two stages of the pipeline
Postal network fully halted with no ETA for recovery
Increased customer inquiries and refund pressure
Need for rapid internal reporting for management visibility
Actions
Impact Quantification
Categorized affected shipments into “in Canada” and “pending outbound”
Built a clean visibility sheet for daily monitoring
Customer Handling Framework
Designed a communication template for CS team
Provided structured options：cancel, upgrade (express), or wait
Reduced repetitive handling by standardizing replies
Rerouting & Carrier Evaluation
Identified alternative express routes for Canada region
Coordinated trial shipments with non-postal carriers
Internal Reporting
Summarized operational risks for weekly leadership update
Recommended mid-term strategy for avoiding postal dependency
Outcome
Prevented backlog escalation during a full postal shutdown
Improved customer handling consistency through standardized messaging
Enabled management to make informed routing decisions within the week
Strengthened future contingency planning for Canada region shipments
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Posted Nov 18, 2025
Coordinated end-to-end logistics assessment, rerouting strategy, and customer handling during the Canada Post strike.
