Supervisor, Customer Service & Operations

Job title:

Supervisor, Customer Service & Operations

Company

P&O Ferries

Job description

Job Description:The Supervisor, Customer Service & Operations is responsible for overseeing the daily activities of the Customer & Operations Specialists, ensuring efficient freight movement, compliance with regulations, and exceptional customer service. In addition to supervising the team, this role actively participates in operational processes, managing transportation, coordinating shipments, and maintaining communication with internal and external stakeholders.Key Responsibilities

• Lead, coach, and support the Customer & Operations Specialists, fostering a team-based, high-performance culture.
• Plan and coordinate work schedules, cross-train employees, and provide backup support as needed.
• Ensure operational consistency by reinforcing standardized procedures and work instructions.
• Monitor team performance, resolve customer and operational issues, and drive continuous improvement initiatives.
• Organize transportation with a focus on ocean and road freight, ensuring timely and cost-effective deliveries.
• Oversee the creation and maintenance of shipment files, ensuring proper documentation and adherence to domestic and international transportation requirements.
• Maintain communication with customers, vendors, and internal teams to provide shipment updates and resolve service inquiries.
• Coordinate pricing, prepare customer quotations, and ensure safe transport execution in compliance with official requirements.
• Collaborate with sales, pricing, procurement, and government agencies to facilitate the efficient movement of freight.
• Ensure accurate data entry of shipments and bookings into approved freight forwarding platforms.
• Submit all required documentation, including Master, AES, ACI, EDI, and booking confirmations.
• Ensure compliance with all transportation and regulatory requirements, resolving disputes and ensuring on-time deliveries.
• Drive adherence to company policies, standard operating procedures, and industry best practices.
• Prepare and submit monthly P&L portions for finance teams and senior management.
• Identify process improvements, propose new initiatives, and implement efficiency-driven solutions.
• Lead efforts to enhance customer experience, reduce errors, and optimize operational workflows.

Knowledge & Qualifications

• A degree in business, freight forwarding or similar field is preferred.
• Minimum 5 years’ related freight forwarding experience with a minimum of 2 years’ supervisory experience.
• Proven leadership skills to develop and motivate a team. Demonstrated ability to foster positive relationships both with and among team members.
• Highly organized with the ability to prioritize tasks and meet deadlines in a high-volume setting.
• Exceptional computer skills and ability to quickly learn new software.
• A willingness to take initiative to solve problems and a desire to identify process improvements.
• Strong attention to detail.
• Ability to communicate clear and concise information in an accurate and informative manner.
• Excellent interpersonal skills to work effectively with your team and other departments.
• Fluent in English.
• Previous Canadian work experience or experience working directly with Canadian industries.

About Us:We are the leading provider of smart logistics solutions, enabling the flow of trade across the globe. Our comprehensive range of products and services touches every aspect of life.We’re a global network of; 181 business units in 64 countries across six continents. From marine services and inland terminals to industrial parks as well as technology driven customer solutions.Wherever we operate, we integrate sustainability and responsible corporate citizenship, striving for a positive contribution to the economies and communities where we live and work.Our dedicated, diverse and professional team of more than 56,000 employees from 64 countries are committed to bringing every customer and partner unrivaled value.We do this by building and growing long lasting relationships – with governments, shippers, traders, and other stakeholders along the global supply chain.We think ahead, anticipate change and deploy industry-leading technology to create the smartest, most efficient and innovative trade solutions, while ensuring a positive and sustainable impact on economies, societies and our planet.DP World is committed to the principles of Equal Employment Opportunity (EEO). We strongly believe that employing a diverse workforce is central to our success and we make recruiting decisions based on your experience and skills. We welcome applications from all members of society irrespective of age, gender, disability, race, religion or belief.By submitting your resume and application information, you authorize DP World to transmit and store your information in the world-wide recruitment database, and to circulate that information as necessary for the purpose of evaluating your qualifications for this or other job vacancies.

Expected salary

Location

Toronto, ON

Job date

Sat, 22 Feb 2025 03:28:29 GMT

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