Supervisor, Operations

Position Description Summary: Reporting to the Processing Manager the successful candidate will maximize the performance of the site by directing the day, week and monthly activities. He or she will provide leadership, motivation, training and development of the workforce, executing against customer requirements, and operational performance. Principal Accountabilities Customer Service

• Ensure customer contract requirements are administered as applicable within the customer support staff
• Ensure customer initiatives, special processes, data requests are fulfilled consistently, timely and without impact to the daily work processes
• Key contact with customer groups, including development and deployment of new or revised processes to meet customer goals and satisfaction
• Ensure client and company goal satisfaction
• Ensure client and company initiatives are deployed and requirements fulfilled as requested
• Escalation point for critical customer service issues and resolution Leadership
• Manage and develop support staff of a team of 4-10
• Ensure training programs are administered and identify additional training areas for development of staff
• Ensure company policies are communicated, administered and enforced
• Ensure associate performance reviews are completed as required Process Management
• Report on key support areas of account performance and develop/implement corrective action plans as necessary
• Manage with Operational Managers and the Production Manager value added services as required by customer
• Ensure development of department goals/metrics and assist with individual goals, as necessary, to align with company, site and customer objectives
• Participate in on-site management team meetings and account/site/customer committee meetings
• Ensure all customer support staff processes and process outputs align with and support operational goals and strategies
• Developing SOPs for the department

Knowledge and Skills

• Customer service background
• Operations background
• Staff management
• Objective setting
• Metric development and management
• Excellent communications skills
• People skills
• Workload planning
• Familiarity with public warehousing and 3PL operations
• Experience with WMS
• Proficient with Microsoft office
• Ability to lead in a fast paced, time sensitive environment
• Highly organized