Customer Service Supervisor

2 weeks ago

Edmonton, Canada Active Warehousing Full time

Active Warehousing Inc. is a leading competitor in the 3PL Warehousing Industry. Our hands-on approach to employee safety, client satisfaction, combined with a competitive pay structure, allow us to give our employees a career filled with excitement and security.

Our warehouses, which are located on the Northwest side of Edmonton, cover 500,000+ square feet of buildings and utilize machines that range from 6,000-36,000 lbs. lift capacity.

Active Warehousing Inc. is seeking to fill the role of a Customer Service Supervisor.

Your role will include working with the administration group providing the tools and templates needed for our clients' success and will do this under the leadership of our well-versed Managers and dedicated Operations team.

You will be the person that keeps the department or company running smoothly with large expectations from your team. You will provide managerial support to this division or department, as well as the entire company.

It's important that you have the detail-orientation to keep track of all the day-to-day operations of a business along with strong analytical skills and an ability to work with many different types of people.

You will help to initiate forward movement in all aspects and this will be reflected by providing reports to supervisors and simultaneous management of multiple schedules.

It's critical to lead teams of other people effectively, and make the right judgement call when it comes to determining whether a course of action is within company policy.

Working with clients and employees daily, you will help to analyze information and make decisions based on analysis.

**Key Responsibilities**:

- Ensure daily workloads are effectively distributed to CSRs and that work assignment adjustments are made for peak periods, vacations and other absences; actively monitor CS workload throughout the day, inspect transaction completions and drive productivity by ensuring that all CSRs are efficiently performing day-to-day business activities to a target of 100% client order accuracy goal using approved SOPs; monitor CSR work capacities, distribute and redistribute tasks to achieve CSR optimization, and take steps to improve individual CSR and team productivity.
- Review how CSRs manage their work, desk, inbox and filing systems; ensure that standardized Best Practices are adopted by all CSRs across the group; monitor and verify that all paperwork, documentation, filing and transactional/financial reporting is completed accurately and ahead of deadlines as per the Timeline SOP.
- Review processes for ensuring accuracy in warehouse receipts, orders and invoices; review daily billings to ensure that all direct and ancillary charges are captured to maximize client revenues and that all invoices are transmitted; review freight billings and margins and consult with Business Solutions Manager for actions for improvement.
- Be personally involved in all CS staff scheduling, training, conflict resolution, performance evaluations and performance management/discipline, coordinating with Business Solutions Manager; monitor CS attendance and approve OT.
- Coordinate and book incoming shipment appointments and outbound transportation to meet customer deadlines; advise the Foreperson/Warehouse Supervisor when booking appointments for any floor-loaded containers/trucks/cars.
- Review incoming packing slips/waybills, record arrival time, direct door/dock allocation, advise the warehouse of truck arrival.
- Communicate with the Warehouse Supervisor, with CSRs and with clients on specific order issues, maintain good customer relations using positive communications.
- Inspect paperwork for compliance with requirements of individual documents.
- Provide feedback on daily activity to the Warehouse Supervisor.
- Provide supervisory reporting of RAIDEs or other incidents; ensure prompt reporting and discuss recommendations for Corrective Action, Progressive Discipline and Preventative Action with Business Solutions Manager, and implement such actions.
- On any given day, you will would likely cover general clerical tasks, including correspondence, filing, scheduling, and data entry, but will also help out with office functionality and phone coverage when needed.
- Your analytical and organizational skills would come into play in implementing, maintaining and managing the business' operational systems. This includes doing things like managing the budget for office supplies, using database systems, and making sure broken office equipment gets fixed or replaced.
- Make recommendations to company management with ideas for potential improvements in timeliness, accuracy, prioritization, storage layout, staffing, and in procedures and process issues

**General Responsibilities**:

- Participate in and direct/coordinate inventory location maintenance and inventory cycle counts schedules and wall-to-wall Physical Counts, obtain Business Solutions Manager approval to adjust client inventory as nece

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