Operations Supervisor

5 days ago

Montréal, Canada 4Refuel Canada Full time

**Job Summary**:
The Operations Supervisor is responsible for planning daily and weekly workloads to achieve department and facility objectives while adhering to corporate values of integrity, diversity, and results delivery. This role is responsible for effectively managing the development and direction of the operations team to drive revenue growth, technical productivity, and promote high-quality customer satisfaction.
**Schedule**: 4-12pm, Sunday to Monday.
**Job Duties**:

- Ensure daily and weekly productivity and service objectives are met or exceeded.
- Ensure compliance with established methods for measuring and maintaining customer service excellence standards.
- Ensure timely and efficient resolution and recovery of customer inquiries and complaints to improve overall customer satisfaction.
- Maintain and monitor all appropriate reports in accordance with standards.
- Develop and implement new business strategies to create or improve processes and procedures to enhance business performance.
- Monitor department performance against objectives to ensure progress is being made and corrective action is taken as needed.
- Meet regularly with department/business unit leaders; facilitate problem resolution between business units and/or departments.
- Responsible for appropriate staffing levels to meet departmental requirements.
- Assist with recruiting, hiring, terminations, and performance management, as needed.
- Manage department morale by establishing and demonstrating strong business ethics in dealing with employees, vendors, and customers.
- Improve and develop department policies, procedures, and systems to achieve departmental objectives.
- Monitor financial performance to ensure the BTU meets or exceeds its budget commitment.
- Analyzes and reports daily, monthly, and annual key performance indicators and industry trends.
- Develops and implements strategies to improve BTU's financial performance.
- Manages customer inquiries and escalated complaints.
- Analyzes customer concerns and presents options to resolve their issues.
- Updates work orders with appropriate information to provide information to customers more quickly and easily.
- Measures and monitors key areas of customer service.
- Reviews and maintains expense control.
- Reviews daily reports to determine the company's operational activities and ensure optimal performance.
- Ensures that all reporting employees adhere to company policies and procedures.
- Able and willing to deliver and unload fuel to our customers in a timely manner, as needed.
- Perform other duties as required.

**What we require from you**:

- Experience providing exceptional customer service, preferably in the transportation/distribution/courier industry.
- Leadership/supervisory experience is an asset.
- Repair fleet maintenance experience is an asset.
- Vendor management experience.
- Experience with fleet operations and customer delivery.
- Valid and clean Class 3/1 license required.
- Responsible for employee training and performance management.
- Mentors and develops others as needed.
- Excellent communication and problem-solving skills.
- Must have a safety and compliance mindset.
- Criminal background check.
- Medical and drug screening.

This job posting is for an existing vacancy.

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