Customer Service & Front End Supervisor

Objective: 
The Customer Service & Front End Supervisor is the leader for the customer service & front end team and the point person that coordinates dispatching activities such as order taking, delivery commitments, truck rostering and truck scheduling. They will be responsible for overseeing and managing the front-end staff; ensuring consistent and efficient operations, excellent customer service and adherence to company policy. The Supervisor will also manage the day-to-day remote ticketing function ensuring an accurate ticketing process. The scale of our operations requires a team effort and the dispatch supervisor empowers the team to work autonomously and inter-dependently while ensuring effective communication and information sharing.  

 

The supervisor supports the development of the team through coaching, performance feedback, team building, motivating and active listening.  They also get involved in the operation of the department by adding extra support where necessary and ensuring customer service targets are achieved.  

 

The supervisor leads by example and demonstrates patience, composure and professionalism in all circumstances.  They understand the elements within their control and engage the wider group for support as necessary. The Supervisor also leads the proactive planning role in the office focusing on route optimization, customer negotiation and commitments, and capacity planning.  The Supervisor works with management to improve processes through constructive feedback, innovative ideas and early adoption, and works toward consistency across sites.

 

Responsibilities:

 

1. Safety

a. Supports the Safe Trucking Program by scheduling STP certified haulers/drivers 

b. Coordinates site safety concerns with the Logistics Manager and Territory Managers

c. Proactively identifies high risk job sites and works with the customer and hauler to ensure safe delivery

 

2. Team Leader
a. Lead by example: professionalism, courtesy, customer service and friendliness
b. Ensure customer service targets are achieved and SOPs are followed
c. Ensure daily milestones are achieved and critical communication is flowing amongst stakeholders
d. Reallocate resources throughout the day to manage workload 
e. Resolve escalated customer service issues
f. Coach team members to achieve their potential through training and feedback
g. Improve processes by seeking constructive feedback and recommending change
h. Motivate team by recognizing good work and celebrating success

 

3. Order Taking and Dispatch
a. Support order taking and planning activities while exhibiting best practices
b. Execute project schedule through proactive planning and communication
c. Engage LM to manage hauler relationships (hauler reliability, commitments, forecasted needs)
d. Engage sales team and LM to make difficult customer service decisions and ensure alignment
e. Ensure customer commitments are transparent, realistic and achievable
f. Plan for full truck utilization and identify routing opportunities to increase efficiency

 

4. Administration
a.  Manage depot inventory within maximum and minimum levels
b.  Approve haul only requests
c. Ensure all data collection procedures are followed consistently
d. Distribute nightly delivery reports
e. Report on delivery performance monthly and prepare delivered dashboard

 

System access:
-    Apex: Office Access
-    SAP 

 

Relationships with Others Jobs:
The dispatch supervisor works closely with other dispatchers, Weigh Masters, Inside Sales Reps, Territory Managers, Customer Service & Logistics Managers and Customers.

 

Accountabilities

• Build and sustain team morale
• Achieve and exceed service KPIs
• Communication
  • LM notified of all service and safety issues
  • Customers notified of delays or changed commitments
  • Territory Managers notified of under serviced customers
  • Weighmasters are engaged with daily shipping activities
• SOP procedures are followed (Order Desk, Dispatch, RDA)
• Reports
  • Monthly Delivered Dashboard
  • Monthly Hauler Reliability
• Labor cost targets are achieved by scheduling staff hours and minimizing over time

 

Qualification Profile:

Education and Work Experience

• Post-secondary education, undergraduate degree an asset
• Demonstrated experience leading people
• Strong English language skills; fluent in multiple languages an asset
• Professional telephone etiquette 
• Schedule availability be