Schedule: Monday to Friday, 5:00am to 1:30pm
JOB SUMMARY: The Delivery Experience Supervisor will track and audit the driving, product handling, customer service skills of all delivery teams while tracking performance data and customer service feedback. In addition, they will conduct safety training according to Metro Supply Chains defined programs.
MAJOR DUTIES AND RESPONSIBILITIES:
Coordinating and managing business-to-business (B2B) delivery operations
Collaboration, development and updating of delivery training materials
Comprehensive knowledge of all Client Standard Operating Procedures (SOP’s)
Assist in the onboarding of new drivers (SOP development, training etc.)
Implement auditing and improvement programs.
Manage and document the initial, recurring and “as needed” training programs
Identify and resolve product and property damage root causes
Manage Client Returns processes
Assist Compliance department with Delivery Partner documents
Training of Delivery App (TMS) usage and compliance.
KPI audits and corrective action plans
Regular participation in Delivery Partner meetings
Develop claims mitigation and resolution programs
Assist Delivery Partners with resource guidance (contingency planning, business guidance, etc.).
Ensure the company’s brand and reputation is upheld (100% compliance,
clean vehicle policy, safety etc.)
Other duties as assigned
EXPERIENCE
Minimum 3 years of Final Mile experience
Proficient with Microsoft Outlook, Office, Excel, Power Point, and other related software
Minimum 5 years clean drivers abstract
Transportation Industry experience is preferred
EDUCATION:
College Diploma in Business Administration, Supply Chain Management, Operations Management, or a closely related field required and/or equivalent combination of education and related experience.
HEALTH & SAFETY:
Follow the Occupational Health and Safety Act including Safety, Violence and Harassment laws
Work in a healthy and protected manner following Metro’s policies and procedures
Always wear or use protective equipment
Report any hazards you find in the workplace to your supervisor
Must not use or operate equipment in a manner that would endanger yourself or others
Must not put other workers at risk by your actions
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