Distribution Supervisor

Job Description

SUMMARY DESCRIPTION:

Assist Manager with the daily running of the Distribution Department, in line with company policy and all aspects of compliance.

KEY RESPONSIBILITIES:

EXPEDITORS CORE COMPETENCIES

Exceptional Customer Service

Exceeds customer expectations by anticipating, understanding, and meeting needs. Is proactive and when issues arise, is timely and resolute in solving problems, including escalating to management when necessary. Builds rapport and exhibits empathy during interactions, and consistently strives to improve customer satisfaction with customers. 

        This skill expectation applies both externally (customers, service providers) and internally (other Expeditors offices/employees).

Job Execution

Consistently completes quality work that matches job expectations.  Is committed to operational excellence and continuous improvement for own job function and across the network.  All activities are compliant with company policies/procedures and code of business conduct and with government regulations. 

Reliability

Consistently meets deadlines. Is punctual and can be relied on for planning purposes. Is organized, manages own time effectively and can prioritize.          

Collaboration

Displays a willingness to accomplish not only his/her own job responsibilities without the need for constant prodding but is willing, without request, to aid and assist others to the benefit of the company and/or customers. Works in harmony with superiors and fellow workers without incident or delay.

Communication

Effectively listens to others and communicates (verbal and written) in a professional manner, both internally and externally. Provides relevant and timely information to co-workers, customers, and service providers.  Answers phone calls and responds to voicemails, emails, and other communication according to Expeditors' standards.

Culture

Exhibits and promotes the company’s 10 cultural attributes: Appearance, Attitude, Confidence, Curiosity, Excellence, Integrity, Pride, Resolute, Sense of Humor, and Visionary.  

Personal Growth and Development

Participates in training within the company’s guidelines, completing at least 52 hours of relevant training per year. Completes required training in a timely manner with minimal reminders. Pursues professional development goals for self, including participating in a development plan as appropriate.

SUPERVISOR CORE COMPETENCIES

Employee Development (Supervisor, All)

In conjunction with department leadership, properly on-boards new hires and ensures team members have clear expectations. Provides frequent feedback that is timely, accurate, and honest. Participates in regular one-one-ones and an annual review for employees. Assists manager with development plans for employees that addresses competency gaps and/or prepares employees for growth. Ensures employees complete 52 hours of relevant training each year and that required training is completed timely. Fosters a climate of compliance within the team, including to company culture, internal policies and government regulations. Promotes employee engagement and team vision, commitment, and trust. Develops a #2.

Business Development (Supervisor, Branch Product)

Assists department leadership with growing the product's business through involvement in sales and retention programs. Responds to requests for proposal, quotation, or information timely and with market-competitive pricing matching the scope of service required by the customer. Participates in the transition of new business and strives to build and maintain relationships with the key customer stakeholders that are managed on the team.

Financial Excellence (Supervisor, Branch Product)

Applies exp.o accounting expertise to assist department leadership with meeting financial growth and cost savings goals, which may include: reviewing accounts receivable, analyzing billing activity for accuracy and timeliness and monitoring department profitability and expenses.

Operational Excellence (Supervisor, Branch Product)

In conjunction with department leadership, monitors and improves product District Excellence and Global Business Operations metrics.  Monitors department process flow while constantly looking for areas to improve efficiency and customer service. Assists with managing capacity and productivity of department and team members.

People:

• Supervises Customer Service Representatives. Coordinates daily workflow.
• Coordinates and transition new accounts, gathering all necessary information and assigning accounts to CSRs. Audits all new accounts and follow up on responsibilities of the CSR’s to ensure that customer needs have been met. Issues written and oral instructions.
• Assigns duties and examines work for exactness, neatness, and conformance to policies and procedures.
• Maintains a productive staff by creating programs for hiring training and professional development.
• Applies sound communication and motivational techniques in supervising, coaching and disciplining associates.
• Manages associate performance and recommends promotions, wage increases and terminations.
• Plans staffing level of distribution office personnel.
• Determines work procedures, prepares work schedules, and expedites workflow.
• Identify with manager, develop, and mentor your No. 2.

Operations:

• Use the EDMS system at full.
• Oversee and ensure compliance with Expeditors Operational Process Standards
• Day to day supervision to ensure compliance with local regulations.

Customer:

Support the manager and or the sales department where needed:

• Makes introductory contact with new accounts and maintain effective relationships with existing accounts.
• Addresses the more complex and non-routine customer issues and requests.
• Coordinates new accounts, gathering all necessary information and assigning accounts to Customer Service Representatives (CSRs).
• Audits all new account and follows up on responsibilities of the CSR’s to ensure that customer needs have been met.

Finance:

• Works with the Distribution Manager to help develop and recommend the annual departmental operating budget, making said budget consistent with the desired customer service levels and necessary equipment upgrades.

• Interacts with credit and collections personnel regarding payment problems.
• Performs and supervises department accounting functions (i.e. Accts. Payable, Accts. Receivable, Customer Invoicing, domestic freight rating, etc.)

Compliance:

• Promote compliance in diligently following all company policies and regulations and in being the role model of integrity and pride for all

• employees.
• Proactively communicate with the team to ensure continuous awareness and understanding of policies and regulations.
• Maintain a positive relationship with the Trade Compliance Manager and support all compliance efforts and trainings.

Culture:

• Proactively promote the company’s 10 cultural attributes: Appearance, Attitude, Confidence, Curiosity, Excellence, Integrity, Pride, Resolute, Sense of Humor, and Visionary.

Systems:

• Develops procedures to ensure the efficient operation and utilization of office equipment.
• Determines and recommends enhancements for computer systems/telephone equipment to meet cost and service goals.
• Be involved and suggest system/process improvements.

Qualifications

KNOWLEDGE, SKILLS AND BEHAVIOURS:

Knowledge:

• Knowledge of customer relationship management software programs.
• Inventory management, budgeting, and accounting knowledge is required.
• Expeditors company policies and procedures knowledge.
• A good understanding of Expeditors’ products, services and systems.
• Strong market and competition knowledge.

Skills:

• Effective interpersonal skills, including proven abilities to listen, comprehend, effectively communicate clearly and concisely to obtain positive results.
• Good Microsoft Office skills (Excel, Word etc.).
• Requires direct warehouse-related experience in customer service, with management skills such as planning, supervising, controlling, organizing and staffing. Communication skills are necessary to establish effective working relationships.

Behaviours:

• Emotional resilience.
• Self-reflecting and open to feedback.
• Initiative and ability to work in autonomy.
• Role model of integrity and pride for all employees.
• Proven leadership attitude and background.

Additional Information

Training Requirements:

• Meet company standards of 52 hours training per year, including as needed management/leadership training

Education and Experience:

• Bachelor’s degree (B.A.) from four-year college or university; or 4 years-related.
• Experience and/or training; or equivalent combination of education and experience.
• At least two years of experience in distribution/inventory control.

• Previous supervisory experience