Supervisor, Customer Excellence (Fixed Term Contract)

DSV Global Transport and Logistics

DSV encourages inclusivity and are committed to diversity in the workplace while welcoming applications from all qualified individuals including women members of visible minorities aboriginal persons and persons with disabilities. Our goal is to provide an inclusive environment for all to succeed. We work with candidates with disabilities throughout the recruitment process to ensure that they have what they need to be at their best. Please reach out to Human Resources should you require accommodation during the recruitment process.

Location: CAN - Brampton Intermodal Drive
Job Posting Title: Supervisor Customer Excellence (Fixed Term Contract)
Time Type: Full Time

Compensation: Salary starting at $65000 in accordance with experience and internal equity

This posting is for an existing vacancy and not intended to create a talent pipeline

This is a 12 month Fixed term contract with a possibility of extension and/or becoming a permanent opportunity.

SUMMARY

The Customer Excellence Supervisor is responsible for supervising and developing the assigned Accounts as well as meeting the objectives of growth and profitability across accounts within the organization. The Supervisor will lead and support the staff within the team to ensure high accuracy of data entry high productivity operational excellence and customer satisfaction.

KEY DUTIES AND RESPONSIBILITIES

Ensuring that all operational services are completed in line with agreed schedules and all administration duties are completed in line with Company guidelines/targets by each team member
Provides guidance and acts as an escalation point where necessary to related tasks that are critical to a key customer or the success of the operating unit.
Understands all overall department operations and deploys workload assignments in an efficient productive manner.
Has formal supervisory and personnel development responsibilities for any direct reports including setting roles and expectations formally delivering performance evaluations and establishing training.
Ability to think outside of the box and offer effective solutions.
Act as a resource for issue resolution and training
Effectively analyze performance problems to resolve systemic issues
Proactively identify potential issues and work to resolve them as quickly as possible.
Proactively seeks to remove potential obstacles to success
Consistently and effectively handles personnel development responsibilities for any direct reports
Direct external customer management including monitoring of monthly KPIs along with completion of Quarterly Business Reviews
Continuously monitors the performance and activities using KPIs with a focus on service and controlling costs
Motivate and guide team to achieve targets and to work to their full potential while training and coaching staff on new system procedures/processes to ensure effective implementation in line with company guidelines
Develop and maintain effective working relationships and processes within the department to improve knowledge and relationships and growth.
Develop and analyze methods and systems (TMS) to establish and improve service levels
Monitor the process of the shipment using track and tracing tools.
Work with internal & external brokerage departments/firms to obtain Customs release and if required other government agencies
Educate and utilize all TMS offerings to streamline and optimize your teams workflow; including but not limited to mode execution customer portal EDI/API connectivity
Adhere to all domestic and international shipping regulations
Advise department Manager of any transaction problems or irregularities
Adherent to all company policies procedures and guidelines such as the Code of Conduct assigned work schedules and attendance requirements
Perform other duties as assigned

Quality Health & Safety:
Supports organizational commitment to ISO 9001
Perform assigned tasks to support DSV meets its objectives and targets regarding quality health safety and environment and follow all requirements as set out in the DSV Quality Health Safety Environment policy.
Staff are required to ensure that their day-to-day activities embrace sustainability Health and safety therefore reducing the impact upon the environment supporting the communities we work in and reducing incidents in the workplace.

QUALIFICATIONS
Knowledge and Skills
Customer Service experience 2 years
Previous Supervisory experience an asset
Freight forwarding experience 2 years
College Diploma / University Degree in Business Logistics or International Trade preferable
CIFFA an asset

Skills and Competencies

Good command both verbal and written English skills.
Strong Leadership Skills with the Ability to create collaborative engagements and active listening
Service oriented and able to resolve customer grievances
Strong interpersonal skills building professional relationships internally and externally
Strong problem-solving skills and analytical skills
Ability to multi-task plan prioritize and manage time effectively to meet goals and achieve results
Both a team builder and a team-player
Excellent organizational and time management skills
Act as a role model for company values and adhere to the Code of Conduct

Language and Computer Skills

English is the principal language for this position; additional languages may be required in other locations.
Ability to communicate effectively in a diverse multicultural environment.
MS Office with a focus on Outlook Excel Planner PowerPoint and Word
TMS experience

Physical Demands

Prolonged periods sitting and standing at a desk and working on a computer
Regular working hours apply for this position at times working beyond these hours may be required by business needs.

Additional Notes / Acknowledgment

Due to the dynamic nature of our industry your accountabilities and role may change. Duties and responsibilities outlined in this position may be added to or changed when deemed appropriate and necessary by the person who is managerially responsible for this position.

DSV Global transport and logistics

Working at DSV means playing in a different league.

As a global leader in transport and logistics we have been on an extraordinary journey of growth. Lets grow together as we continue to innovate digitalise and build on our achievements.

With close to 150000 colleagues in over 90 countries we work every day to offer solid services and meet our customers needs and help them achieve their goals. We know that the best way to achieve this is by bringing in new talent fresh perspectives and ambitious individuals like you.

At DSV performance is in our DNA. We dont just work we aim to shape the future of logistics. This ambition fuels a dynamic environment built on collaboration with world-class team players accountability and action. We value inclusivity embrace different cultures and respect the dignity and rights of every individual. If you want to make an impact be trusted by customers and grow your career in a forward-thinking company this is the place to be.

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DSV does not use AI to screen candidates during the recruitment process

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