Operations Support Coordinator

JOIN OUR TEAM

Metro Supply Chain (MTH) is a strategic supply chain solutions partner for some of the world’s fastest growing and most recognizable organizations. We advance our customers’ business through innovative, real-world solutions within a culture that supports our communities, protects our environment, and enables our team to thrive. Managing 14 million square feet in 98 sites across North America and Europe with a team of 6,000, it is the largest privately-owned supply chain solutions company based in Canada.

JOB SUMMARY

Responsible for supporting and planned loadouts, communicating with drivers, customers (internal and external), dispatch, and assisting with delivery escalations. Work within a Team to support the Home Delivery Division. Analyze, report, present, and continuously work towards improving all driver's KPI metrics and performance. Provide outstanding customer service to drivers, clients, and customers.

**Shift 1**: Monday to Friday - 8am to 4:30pm
**Shift 2**: Tuesday to Saturday - 1:30pm to 10pm

RESPONSIBILITIES
- Support loadouts of multiple sites, ensuring relevant information and performance metrics are shared with Delivery Teams and internally with other team members
- Gatherer information via daily calls to customers, analyze and understand successes and failures in meeting KPI goals, identify opportunities for continuous improvement.
- Collaborate and participate in various KPI-related projects with our Customers and Delivery Partners.
- Investigate and respond promptly to missing or damaged items, claims, customer escalations, and calls from Drivers, Helpers, Dispatchers, Team members, and Brokers
- Follow up with Drivers on their deliveries, proof of deliveries, and service deviation forms, ensuring Drivers abide by customer-selected time windows and service level requirements
- Participate in internal team meetings to review the previous week’s results and action plans
- Maintain close interaction with Customers to develop strong relationships while assessing service needs and sharing opportunities and challenges where appropriate
- Flag priority orders and revise schedules to meet outbound orders
- Assumes additional related responsibilities as required

EXPERIENCE
- Home delivery operations experience
- Time management skills and the ability to delegate
- Excellent leadership and organizational skills
- Strong communication and interpersonal skills
- Proficient in Microsoft Office and data entry software
- Analytical and problem-solving skills - solution oriented
- Adequate knowledge of warehouse data systems
- Customer service skills and leadership
- Ability and desire to learn new methods and systems
- Knowledge of KPI’s
- Experience with home delivery claims
- Experience with road and performance audits

COMPETENCIES
- Customer Centricity
- Fostering Culture
- Collaboration
- Problem Solving & Decision Making
- Managing Through Change
- Developing Self & Others
- Planning & Results Orientation
- Communication
- Always Improving Mindset
- Business & Financial Savvy

EDUCATION
- High School and or college diploma

HEALTH & SAFETY
- Follow the Occupational Health and Safety Act, including Safety, Violence, and Harassment laws
- Work in a healthy and safe manner following Metro’s policies, procedures
- Report any hazards you find in the workplace to your supervisor
- Does not put other workers at risk by your actions
- Maintain a clean and safe work environment

Why Join Us
- Work in an environment where safety is our first priority
- The opportunity to build a career with a growing company
- Medical, dental, and vision coverage for you and your family
- Life and disability insurance
- Wellness programs to support your family’s well-being
- A Retirement Savings Program with a company match
- Company team wear allowance
- Employee Appreciation Day
- Company sponsored social events
- Community volunteering

Should you require accommodation for a special ability or need during the recruitment process, please reach out to a member of our Human Resources Team.