Transcon Supervisor

· Review and support with day-to-day quotations

· Allocate workloads within team to ensure smooth operations during peak activity or staff absence

· Monitor workboards to ensure internal KPI’s are met e.g. timely data entry

· Build and maintain strong relationships with customers.

· Maintain strong business partnerships with Service Providers

· Monitor invoicing and BNP report where needed

· Proactively communicate with the team to ensure continuous awareness and understanding of policies and regulations

· Be a guide for the team - mentor agents, lead agents and ensure that positive attitude is maintained within the team

· Be continuously open and positive to implementing new system changes and enhancements with the team

· Oversee and ensure compliance with Expeditors Operational Process Standards

· Assist the Manager with EPE’s on the department in line with the 3+1 Initiative.

· Assist the Manager with key staff with goal setting and monitoring development.

· Audits all new accounts and follow up on responsibilities of agents to ensure that customer needs have been met.

Support the manager and or the sales department where needed:

Physical Demands

This section lists physical demands required of this job and may be edited to the specific job role.

· Use of standard office equipment - computer with keyboard and mouse, phone, fax/copy/scan machine, etc.

· Write with pencil/pen/marker 

· Functions performed primarily while seated at desk

Expeditors Key Performance Expectations

Exceptional Customer Service:

Exceeds customer expectations by anticipating, understanding and meeting needs. Is proactive and when issues arise, is timely and resolute in

solving problems, including escalating to management when necessary. Builds rapport and exhibits empathy during interactions, and

consistently strives to improve customer satisfaction with customers. (This skill expectation applies both externally (customers, service

providers) and internally (other Expeditors offices/employees).

Job Execution:

Consistently completes quality work that matches job expectations. Is committed to operational excellence and continuous improvement for

own job function and across the network. All activities are compliant with company policies/procedures and code of business conduct and with

government regulations.

Reliability:

Consistently meets deadlines. Is punctual and can be relied on for planning purposes. Is organized, manages own time effectively and can

prioritize.

Collaboration:

Displays a willingness to accomplish not only his/her own job responsibilities without the need for constant prodding but is willing, without

request, to aid and assist others to the benefit of the company and/or customers. Works in harmony with superiors and fellow workers without

incident or delay.

Communication:

Effectively listens to others and communicates (verbal and written) in a professional manner, both internally and externally. Provides relevant

and timely information to co-workers, customers and service providers. Answers phone calls and responds to voicemails, emails and other

communication according to Expeditors' standards.

Culture:

Exhibits and promotes the company’s 10 cultural attributes: Appearance, Attitude, Confidence, Curiosity, Excellence, Integrity, Pride, Resolute,

Sense of Humor, and Visionary.

Personal Growth and Development:

Participates in training within the company’s guidelines, completing at least 52 hours of relevant training per year. Completes required training

in a timely manner with minimal reminders. Pursues professional development goals for self, including participating in a development plan as

appropriate.

Product Supervisor Job-Specific Performance Expectations

Employee Development (Supervisor, All)

In conjunction with department leadership, properly on-boards new hires and ensures team members have clear expectations. Provides frequent feedback that is timely, accurate, and honest. Participates in regular one-one-ones and an annual review for employees. Assists manager with development plans for employees that addresses competency gaps and/or prepares employees for growth. Ensures employees complete 52 hours of relevant training each year and that required training is completed timely. Fosters a climate of compliance within the team, including to company culture, internal policies and government regulations. Promotes employee engagement and team vision, commitment and trust. Develops a #2. · Financial Excellence Applies exp.o accounting expertise to assist department leadership with meeting financial growth and cost savings goals, which may include: reviewing accounts receivable, analyzing billing activity for accuracy and timeliness and monitoring department profitability and expenses. · Operational Excellence In conjunction with department leadership, monitors and improves product District Excellence and Global Business Operations metrics. Monitors department process flow while constantly looking for areas to improve efficiency and customer service. Assists with managing capacity and productivity of department and team members. · Business Development Assists department leadership with growing the product's business through involvement in sales and retention programs. Responds to requests for proposal, quotation or information timely and with market-competitive pricing matching the scope of service required by the customer. Participates in the transition of new business and strives to build and maintain relationships with the key customer stakeholders that are managed on the team.