Service Supervisor/ Team Lead

7 months ago

Mississauga, Canada City Clean Full time

City Clean is seeking a full-time Service Supervisor/Lead hand to work directly with our customer-facing Service Team to ensure our customers consistently receive safe, high-quality service and products. This is a middle-management position with direct supervisory and leadership accountability.

Founded in 1972, City Clean has been providing mat and facility rental services to its customers in Southern Ontario for almost 50 years. City Clean provides safe and environmentally conscious facility services for a variety of industries, including healthcare, warehousing, property management and commercial and retail spaces.

The Service Supervisor is responsible for setting the tone of the department and leading by example. Therefore, the Service Supervisor will need to focus on team building and understanding the importance of motivating the Route Service Representatives (RSRs) to consistently deliver the high level of customer service our customers have come to expect from City Clean.

Routing and driver compliance are also critical aspects of the Service Supervisor role, and as such, maintaining compliance and route structure to ensure all routes are delivered safely, evenly dispersed, properly planned and cost effective. The Service Supervisor ensures that routing optimization is a part of daily operations to maximize efficiency.

**Responsibilities**
- Oversee the onboarding, training, and development of a team of RSRs (including Team Lead(s))
- Implement regularly scheduled evaluations, training, and coaching of RSRs to ensure they are continuously exceeding job requirement standards.
- Ensure high-quality customer service standards, including the pick-up and delivery of products to our customers are completed daily.
- Maintaining compliance and route structure to ensure all routes are delivered safely, evenly dispersed, properly planned and cost effective.
- Build strong relationships with customers and all departmental teams.
- Work closely with all other leadership and management team members to provide the best customer service and product programs.
- Deliver on key performance indicators (“KPIs”) as established by City Clean
- Act as secondary backup for route coverage—this provides you the perfect opportunity to check-in on your RSRs performance and their customers’ level of satisfaction and loyalty.
- Oversee fleet management and equipment as performed by the Team Lead, including maintenance schedules.
- Drive a company-owned vehicle to and from customer locations and assisting the Service Team (where necessary) on route service
- Complete daily RSR check-in/debrief process.
- Validate deliveries and monitor RSRs driving performance using GPS fleet tracking software.
- Schedule regular ride-a-longs with RSRs to audit customer service and driving safety.
- Responsible for site visitations, optimizing business retention, ascertaining route growth through added and new products, and maintaining safety protocols
- Hold monthly service meetings with the Service Team (RSRs)
- Prepare required disciplinary reports (as required) for RSRs
- Budget management for the Service Department
- Implement and enforce all City Clean values policies, procedures, and protocols
- Other duties as assigned

**Skills**
- Excellent interpersonal and communication skills (written and verbal)
- Able to lead and motivate a team of Route Service Representatives and Team Leads
- Excellent knowledge of the GTA and surrounding areas
- A results-driven, customer relations expert who isn’t afraid to roll up their sleeves and help the team and most importantly, the customer.
- Strong emotional intelligence to manage stressful situations by demonstrating a high level of self-awareness and self-regulation.
- Sense of urgency when dealing with customer requests
- Experience onboarding new hires.
- Strong organizational and time management skills, with an ability to prioritize tasks
- Solid understanding of the Ontario Health & Safety Act (OHSA)

**Qualifications**
- High School Diploma, with some post-secondary a plus
- Minimum one year experience in a supervisory role
- Valid G licence in good standing (current and clean driver’s abstract)
- Reliable transportation
- Must be insurable on City Clean’s auto insurance policy
- Computer proficiency in Microsoft Office Suite
- Prior customer service, route sales, and/or delivery experience
- Physically capable of repeatedly lifting between 10 to 80 pounds, walking various distances as needed, with an ability to sit for various periods while driving, and climbing in and out of delivery truck
- Ability to work in all weather conditions: hot, cold, rain, snow, etc.

**Disclaimer**:The above information on this job description has been designed to indicate the general nature and level of work performed by the employee within the position. It is not designed to contain or be interpreted as an entire comprehensive inventory of all duties, responsibilities and qualification required of

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