Operations Supervisor

Operations Supervisor

West Tech Shipping is dedicated to getting your goods to you quickly, while consistently offering world class customer service, by the most efficient team, demonstrating strong dependability and providing competitive pricing.

We are in need of an experienced Operations Supervisor to oversee the logistics and management of business operations, under the leadership of the Shipping Manager. The ideal candidate will champion customer satisfaction, with a focused approach to profitability. This will be achieved through the generation of new business, and a collaborative leadership style that inspires every team member to deliver outstanding customer service; thereby ensuring client retention and the attraction of new customers through positive feedback.

Job Duties:

• Lead a team dedicated to providing outstanding service experience to all customers.
• Promote organic growth of the business through high levels of customer engagement.
• Take ownership of customer concerns with a goal of proactive follow-up and 100% resolution.
• Review and perfect service procedures, policies, and standards to optimize business opportunities and minimize the effect of potential threats to profitability.
• Responsible for overseeing the clearance and processing of all air and sea freight (incoming and outgoing cargo) ensuring timely delivery to customers.
• Recruit, coach, and develop customer service agents.
• Create an environment where the entire team under your care can excel through encouragement and empowerment.
• Market and promote the business with a focus on increasing clientele and growing the business.
• Keep abreast of industry developments and apply best practices to address areas of improvement.
• Manage resources and use available assets to achieve qualitative and quantitative targets.
• Maintain an orderly workflow according to priorities.

Knowledge, Skills and Abilities:

• Associates degree or higher in either Business Management or related field preferred.
• Proven working experience as a customer service supervisor or manager for at least 2 years.
• Good interpersonal skills, with a record of applying empathy and patience in effectively handling challenging customer interactions.
• Ability to work closely with key stakeholders to ensure smooth cargo operations (e.g. Customs, warehouse and other internal departments).
• Demonstrated capacity to think strategically and lead a team.
• Ability to apply established and effective management tools and techniques to achieve business goals.
• Experience as a Customs Broker would be an asset.
• Excellent communication skills; both written and verbal.
• Advanced troubleshooting and multi-tasking skills.
• Highly organized and focused, with the ability to set clear goals and processes to achieve business strategy.
• Drivers license for vehicle up to 10 tons.