Reporting directly to the Director of the Western / Eastern Operations Centre, the Delivery Manager is responsible for managing and developing a team responsible for the safe and efficient scheduling and dispatching of Drivers.
The Delivery Manager will foster a team environment and ensure that key performance indicators and customer service standards are achieved and that operational efficiencies are maintained and continuously improved upon.
KEY ACCOUNTABILTIES :
Collaborate and liaison with Western / Eastern Operations Centre management team and team members, regional managers and field staff to obtain feedback and incorporate strategic improvements in delivery and logistics to boost customer satisfaction and optimize every customer’s experience with Superior Propane.
Collaborate with other Delivery Managers to determine, develop, deploy and maintain best practices and consistently apply and enforce standardized process and procedures.
Review, monitor, and evaluate the team and individual achievement of key performance indicators, including but not limited to, Out of Gas, Customer Failure, Fill Rate, asset and resource utilization, management of overtime expenses, and the achievement of customer service standards.
Promote and enforce the use technology and leveraging its full potential to schedule effective and efficient delivery routes for Drivers ensuring the customer’s needs are met and safety standards are observed and achieved.
Coach and develop the team to achieve goals and objectives by enforcing the use of standardized procedures and practices.
Encourage and promote desired work methods and behaviors to continuously improve performance.
Re-enforce safety in all aspects of delivery. Ensure appropriate training is provided to support this fundamental aspect of dispatch.
Act as an escalation point and work to remove obstacles encountered by Delivery Logistic Specialists. Develop and foster a collaborative approach among the team to proactively resolve issues and troubleshoot problems.
Liaison with the Market Managers and Field Operations Managers to obtain feedback on day to day operations, routing and overall staffing activities.
Champion the importance of working within the Superior Way Management Operating System.
Liaison with the Regional Supply & Transportation Specialist to assist in forecasting demand and coordinating fuel requirements.
A minimum of five (5) years distribution, logistics or customer service.
A post-secondary graduate, possessing a minimum of three to five years in operational management. Training in logistics or distribution is an asset.
A practical, hands-on individual with experience in both technical and business operations leadership, preferably involving delivery operations and logistics.
A proven success record of effective people management.
Guided by business objectives and good management practices and possess a strong customer service focus.
Well-developed interpersonal and communication skills and the ability to work effectively in a team environment.
Project and functional leadership ability is essential.
The ability to function effectively at all levels, internally and externally.
Well-developed decision making and strategic thinking skills as well as highly developed analytical skills, sound judgement and problem solving abilities are required.
Able to work as part of a national team as well as independently, possessing a high degree of initiative, energy, common sense, and logical thinking.
Advanced computer skills, including Excel, Access, Outlook, and routing and mapping software.