Operations Supervisor

The purpose of this position is to lead the customer service department in the Warehouse in providing quality service to the customers, while maintaining strong customer relationships, oversee all aspects of the warehouse billing process and enhance the effective performance of the revenue cycle process and perform other site administrative tasks. You will also be responsible for day-to-day operational client management including documentation, information tracking, escalation/resolution of client concerns, issues and service requests.
- Main contact for clients ensuring issue resolution/escalation and overall client satisfaction is maintained
- Manage client expectations to ensure they adhere to contract specifications and that SLA commitments are being delivered
- Investigate any service level agreement failure
- Manage the Customer service representatives for all accounts in the warehouse
- Ensure the CS team is cross trained on all accounts and they are all knowledgeable about order entries/updates in our Warehouse management System (WMS) and customer specific portable
- Ensure daily worker orders are completed for each customer
- Be abreast of any customer issues and get involved to ensure issues are resolved with warehouse team
- Liaise with Sales team and customer during new customer on-boarding
- Manage all aspects of a new customer set up including creating and clear communication of Standard Operations Procedures (SOP)

Billing
- Supervise the customer service and billing departments and oversee and advise on all day to day tasks and issues
- Review and Approve customer weekly invoices collaborating with Operations to resolve any outstanding issues and to ensure proper billing parameters, rates, etc.
- Manage and build relationships with customers
- Oversee the processing, reconciling and tracking of incoming invoices to effectively bill customers with appropriate markups. Manage Customer Rate matrix set up for new onboarding customers and changes to existing Customer Agreements
- Oversee the issuing of charge backs and credit memos for purchase orders
- Controlling petty cash for the warehouse
- Review, understand and ensure all contracts are in line with billing set up/process
- Understands job tasking reports and how they relate to billing
- Deal with escalated issues in relation to customer and invoice inquiries
- Perform daily audits on the billing submission from billing clerks ensuring correct rates and calculations are performed before final invoicing
- Immediate follow-up and training for the billing clerks/customer service reps on any discrepancies found during auditing
- Audit specific customer accounts in accordance with company and customer procedures
- Analyze billing submission to identify red flags and review with supervisors/managers
- Monitor daily progress of billing clerks and customer service reps to ensure the team is on track to meet deadlines, tracked through daily reporting
- Weekly reviews with the department to discuss accomplishments, challenges, updates and new information on clients
- Compile reports for the Warehouse Manager and Warehouse Director as required
- Provide on-going training and coaching to new and current associates
- Makes recommendations for changes to processes and procedures

Site Administration
- Review and update time logs using Time and Attendance system for all warehouse staff including agencies staff
- Point of contact for all temporary agencies for the warehouse
- Submit weekly time card reports to the agencies for agency staff
- Request agency staff as needed as per the labour planning for the warehouse
- Place supply orders for the warehouse
- Other site administrative tasks as required

MINIMUM REQUIREMENTS:

- Exceptional Customer Service skills with a strong service ethic
- Able to recognize potential problems and initiate appropriate preventive action
- Ability to work under pressure in a fast paced environment
- Team player with the ability to accept responsibility and work with mínimal supervision
- Able to work cooperatively and collaboratively with other team members
- Strong attention to detail and identifying discrepancies
- Intuitive to administration processes and maintains exceptional customer service standards
- Strong leadership and interpersonal skills
- Good time management and priority setting practices
- Excellent written and communication skills
- Occasional off-hour work to address incident and escalation issues may be required
- Experience using WMS, preferably Datex Footprint
- Proficiency in Microsoft Office (Word, Outlook and especially Excel)

At Remco we act with Integrity. Our workplace is built on mutual respect and inclusion. We know that diversity of experience has led to success. We welcome applicants of all backgrounds, experiences, beliefs, and identities.

If you are selected to participate in recruitment, selection and/or assessment process, please advise our Human Resources department of any accommodation