Branch Operations Manager

4 weeks ago

Oakville, Ontario, Canada Chit Chats Full time
Branch Lead Job Description

As a Branch Lead at Chit Chats Express, you will be responsible for overseeing all day-to-day operations of your assigned branch. Your primary goal is to ensure that your team delivers a high-quality, low-cost, and easy-to-use service to clients while meeting all compliance expectations.

You will train and coach your team to be cohesive, healthy, and engaged. Your day will start with a team meeting to review new communications, workflows, and goals. You will lead by example and guide your team to assist clients in finding the right solutions for their shipping challenges.

You will work closely with our Client Support, Compliance, and Returns teams to troubleshoot client issues and work hard to exceed your allocated daily target to keep above your monthly trend. You will also dedicate part of your day to working alongside your team, merchandising products and signage to uplift the store's visual appearance and communication.

At the end of the day, you will ensure that your team delivers an end-of-day report, highlighting the key daily numbers and creating an action plan for the following day based on your weekly plan.

Responsibilities
  • Oversee all branch operations to ensure strict adherence to all compliance expectations, policies, and procedures.
  • Establish and implement values, vision, and mission into everything we do.
  • Be a voice and ear for the team as well as for the business and the clients.
  • Provide coaching, training, and guidance to all branch personnel and mitigate conflict resolution.
  • Interact and develop a positive rapport with customers and represent the company in a professional manner while taking every opportunity to build our business.
  • Promote employee satisfaction with Employee Retention a key goal.
  • Provide support and regular feedback to the Executive Management Team.
  • Responsible for the cleanliness, safety, and organization of the branch.
  • Manage inventory effectively.
  • Responsible to ensure full compliance with all company safety and risk management policies and procedures.
  • Some receptions and administrative duties and the ability to handle all customer inquiries via telephone, email, and face-to-face.
  • Ensure the compliance of shipments and reviews are completed thoroughly and accurately.
  • Responsible for educating clients on shipment compliance needs (Canadian, US, Internationally re: restrictions, weight, dims, packaging).
  • Ensure batch accuracy during processing and use the appropriate indicators for batch identification.
  • Responsible for complete BOL should be true and accurate.
  • Must possess the ability to provide proper and appropriate documentation/escalation of shipment and client challenges or inquiries.
  • Ensure shipment processing and compliance reviews are completed within a timely manner.
  • Must support Drivers with loading and unloading freight.
  • Perform fulfillment tasks as needed (picking, packing, shipping, charging, etc.).
  • Additional responsibilities as required.
Competencies
  • Client Service
  • Anticipation and responsiveness
  • Solution provider
  • Attention to detail
  • Teamwork and Organizational skills
  • Interpersonal skills
Qualifications
  • Currently, branch hours are Monday to Friday 1:00 PM to 8:00 PM (with occasional Sunday coverage if/when required).
  • Two (2) years of branch/store management experience required.
  • P&L experience preferred.
  • Strong computer skills including expertise with Moneris, Google docs, and Microsoft Office.
  • Willing to accept full accountability for branch operations.
  • Ability to stand for long periods of time.
  • Heavy lifting may be required.
  • Ability to multi-task with attention to detail and remain positive.

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