Distribution Customer Service Supervisor

Tasks and Duties

This section lists job-specific tasks and duties that are completed on a regular basis by the employee. 

• Oversee daily process and input of all customer orders and distribution accounts.
• Ensure accurate and timely client and vendors billing.
• Maintain strong relationships with vendors (trucking companies and others).
• Compliance at all times to regulations. This includes internal policies and procedures such as Operational Process Standards (OPS) and external government regulations or customer policies / requirements.
• Take an active role in the transition of new business/ updates to existing business. 
• Grow department Revenue in line with District budget target and management expectations. 
• Be open to implementing new system changes and enhancements into your department.   
• Be involved and suggest system/process improvements.  
• Assist the Manager with EPEs on the department in line with the 31 Initiative.  
• Assist the Manager with key staff with goal setting and monitoring development. 
• Monitor data to ensure we are meeting customer expectations and KPIs. 
• Assist with all items associated with the annual assessment 
• Review and approve employee vacation and work from home requests. 
• Monitor timecards for OT and update timecards with sick days etc. 
• Monitor and manage all DBO KPIs and initiatives 
• Timely problem solving and implementing solutions. 

Support the Operations Manager in the following areas:

• Allocate workloads within team to ensure smooth operations during peak activity or staff absence.
• Monitor workboards to ensure internal KPIs are met e.g. timely data entry
• Build and maintaining strong relationships with customers.
• Oversee and assist the customer service team in timely responding to requests for information and with market competitive pricing matching the scope of service required by the customer.
• Assist in retention calls and complete customer reviews with your regular customers to document in the CRM.
• Monitor invoicing and BNP report where needed.
• Proactively communicate with the team to ensure continuous awareness and understanding of policies and regulations.
• Be a guide for the team - mentor agents and ensure that positive attitude is maintained within the team.
• Promote productivity tools within the team (e.g. using workboard invoice processing expo)
• Be continuously open and positive to implementing new system changes and enhancements with the team.

Physical Demands

This section lists physical demands required of this job and may be edited to the specific job role.

• Emotional resilience 
• Use of standard office equipment - computer with keyboard and mouse phone fax/copy/scan machine etc.  
• Write with pencil/pen/marker 

          Functions performed primarily while seated at desk

Expeditors Key Performance Expectations

• 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 companys 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 companys 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.

Product Supervisor Job-Specific Performance Expectations 

This section lists the core business-critical performance expectations applicable to all product managers regardless of department or position and should not be edited. Note that these expectations are found in employees My Personal Development Plan view (listed in the SKILLS tile) in the Professional Development Center.  

Employee Development 

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. 

Financial Excellence 

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 

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. 

Business Development 

Assists department leadership with growing the products 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 in the transition of new business and strives to build and maintain relationships with the key customer stakeholders that are managed on the team. 

Timely and Accurate Billing and Accounting

Invoices customers the expected charges timely and accurately and according to Expeditors and customer requirements. Properly provisions service provider charges to avoid reserves. Follows proper credit approval processes in order to minimize risk and protect the company.

Qualifications :

• 4 years of Global Logistics Industry Knowledge
• Inventory management and accounting knowledge
• Self-reflecting and open to feedback
• Initiative and ability to work in autonomy
• Proven leadership attitude and background
• Effective interpersonal skills including proven abilities to listen comprehend effectively communicate clearly and concisely to obtain positive results.
• Good computer skills (e.g. MS Excel MS Word)
• Fluent in English

Additional Information :

Expeditors offers excellent benefits:

• Paid Vacation Holiday Sick Time
• Health Plan: Medical
• Life Insurance
• Employee Stock Purchase Plan
• Training and Personnel Development Program
• Growth opportunities within the company
• Employee Referral Program Bonus

Remote Work :

No

Employment Type :

Full-time