Service Supervisor

**Service Supervisor Job Description**

Position Title: Service Supervisor

Reports to: Branch Manager/President

Status: Permanent, Full-time

Department: Service Department

**Position Overview**

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 Executive Mat Service.

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**
- Assist with the onboarding, training, and development of a team of RSRs (including Team Lead(s))
- Work in collaboration with National Customer Service team to ensure routing and service deliveries are performed to Executive Mat service’s standards.
- Work closely with Warehouse Lead to ensure loading/unloading of products, routing and service deliveries expectations are met
- 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
- Assist with 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
- Support the delivery of key performance indicators (“KPIs”) as established by Executive Mat Service
- 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
- Responsible for 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 Executive Mat Service values policies, procedures, and protocols
- Other duties as assigned

**Skills**
- Excellent interpersonal and communication skills (written and verbal)
- Strong computer, Microsoft skills and excel skills
- 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 Executive Mat Service’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 employees assigned to this job.

Flexib