Distribution Supervisor

Job ID: 443861

Work Type: Full Time Permanent

**DELIVER CONCRETE RESULTS - JOIN THE ONTARIO REDIMIX TEAM AT CRH CANADA**

**JOIN THE GLOBAL LEADER IN CONSTRUCTION FOR A REWARDING CAREER**

Position Summary & Responsibilities:
Supervises the day-to-day activities within dispatch center within the framework of established policies and procedures. Responsible for the staffing level of the department and recommends and implements solutions for greater customer satisfaction. Provides leadership to handle complex customer situations and escalation concerns and determines resolution related to the order placement and scheduling processes. Facilitates communication between the plant, field and drivers with the dispatch center with accuracy and timeliness.

Essential Job Results:

- Responsible for ensuring order processing, dispatch accuracy and timeliness of deliveries. Provides day-to-day oversight for Dispatch Center team. Enforces established policies, procedures and regulations. Responsible for ensuring that appropriate controls are in place.
- Demonstrates continuous effort to improve operations, decrease turnaround times, streamline work processes, and work cooperatively and jointly to provide quality seamless customer service. Monitors work to ensure a high level of customer satisfaction; reviews order entry and assesses schedule to optimize driver productivity. May perform customer service and dispatch activities to ensure that customer requirements are satisfied.
- Ensures that employees are at work on time, actively engaged in assigned activities. Provides immediate performance feedback as required to resolve employee conflicts, assisting in short-term resolution of emergency situations or attendance issues, conduct, etc.
- Direct supervisory responsibilities for staff including selection, hiring, training, performance evaluation, corrective action, promotional recommendations and work schedules.
- Responsible for scheduling all departmental meetings and participating in and/or facilitating meetings.
- Ensures that time and attendance for assigned employees is recorded accurately.
- Intervenes in complex customer service situations where dialogue with the customer has escalated to high management levels within the customer organizations or where issues are beyond the expertise of Dispatch Center staff. Counsels and negotiates with customers to develop mutually beneficial outcomes.
- Develops and recommends new procedures. Communicates and implements new and existing policies and procedures to staff within the department. Coordinates with other departments to resolve issues involving customer service and dispatch.
- Generates and presents reports to upper management on volume and quality metrics. Tracks information and conducts analysis of reports on performance, conducts research and analyzes reports to develop a conclusion regarding areas of improvement and focus.
- Other duties as assigned.

Position Requirements (Experience, Technical Expertise):

- Demonstrated good judgment and discretion.
- Strong organizational skills with focus on accuracy.
- Able to follow established processes and/or document new processes.
- Ability to work under pressure and meet critical deadlines all the while being detail-oriented.
- Excellent customer service skills and ability to function as part of a team.
- Works cooperatively with other employees, customers, clients, and the public.
- Able to handle multiple responsibilities at one time and must be able to deal effectively with people using a facilitative approach.
- Excellent oral and written communication skills.
- Strong leadership and demonstrated problem-solving skills as well as excellent time management and project management skills

Education and Experience:

- Associates Degree
- 3-5 years of dispatch/customer service experience. Previous supervisory experience preferred.

Position Dimensions:

- Leadership - demonstrated ability to:

- Encourage people in the course of their work to meet company objectives.
- Build effective relationships with hourly employees, peers, support staff and key customers.
- Safety oriented.
- Customer Focus - Foster a customer
- focused environment delivering exceptional customer service and anticipating future customer needs.
- Self motivated and able to work equally alone and as part of a team.
- Strong organizational and planning skills.
- Communication skills; Clearly conveying information and ideas through a variety of media to individuals or groups in a manner that engages the audience and helps them understand and retain the message
- Adapts and Learns
- work effectively in the face of ambiguity, shifting priorities and rapid change while actively developing one’s skills and capabilities

CRH Canada Group Inc. recognizes Canada’s diverse landscape. Accommodation is available upon request for applicants with disabilities throughout the recruitment and selection process.