Supervisor, On-site Services - Regina, Canada - Grainger Canada
Description
POSITION OBJECTIVE:
In order to become the customer's first choice for the products and services they need to keep their workplaces safe, efficient, and functioning at the most optimal efficiency.
KeepStock (Acklands-Grainger Inc's vendor managed inventory solution) is a core solution that provides a differentiated experience for our customers and drives penetration into our accounts which yields increased overall GP for embedded customers.
Working closely with the Regional Manager, On-Site Services, the incumbent is responsible for leading a team and is accountable for all on-site services within a specific geography or customer.
Additionally, ensures execution of the on-site services activities through demonstrated leadership in the areas of talent excellence, customer service, sales growth and cost to serve.
KEY DUTIES AND RESPONSIBILITIES:
People Leadership - Owns their Talent:
- Lead assigned geography in the implementation, execution and measurement of the Keepstock Services, ensuring all productivity goals are met or exceeded.
- Manage a team of 1015 On-Site Service Representatives to maintain customer accounts within a geography or customer and deliver products on time utilizing key tools and metrics.
- Support, lead, train and offer coverage for On-Site Service Representatives to meet customer's specific needs which will include but not limited to all Keepstock solutions:
- Stock purchased product in designated customer locations
- Ensure proper product stocking levels and accuracy at customer locations by scanning for orders as inventory is depleted
- Service and Maintain all AGI branded Keepstock solutions
- Oversee customer inventory locations by ensuring proper labelling
- Identify emerging needs of customers and provide feedback to the Regional Manager, On-Site Services.
- Select, develop, coach, train, and retain a diverse team
- Utilizing Development Plans, create an environment where team members feel empowered to achieve goals and have a sense of ownership for customer service excellence.
- Monitor team member productivity and motivate team to reach company goals and objectives
- Ensure that all Company policies as well as Federal, Provincial and Local laws are followed and enforced.
Cross-Functional Collaboration to drive Growth:
- Work with On-Site Service Representative, DSM and customer to identify Keepstock opportunities and solutions
- Implement Keepstock solutions and provide ongoing support for customers and On-Site Service Representatives:
- Provides customer training based on the implemented solution
- Assists customers with systems integrations to streamline ordering processes
- Work with On-Site Service Representative to observe all aspects of the customer's operations looking for opportunities to rightsize solutions and improve ROI
- Participate in Continuous Improvement (CI) Team meetings and CI onsite initiatives as required
- Periodic travel with On-Site Service Representatives to visit customer personnel/locations as agreed to and identified by the customer and Regional Manager, On-Site Services
- Partner with the Sales team, providing expertise in Keepstock offer to enable sales team to meet or exceed incremental sales growth expectations to meet ROI for Keepstock sites.
- Establish and maintain customer relationships and partner with the sales & branch teams to identify, analyze and address service opportunities.
- Serve as Keepstock advocate by building a strong internal network with local Customer Service, Sales, Supply Chain and Consulting business partners to ensure strategic alignment.
JOB REQUIREMENTS
WORK ENVIRONMENT:
- Extensive travel is required 50%+ travel to various customer sites throughout the district.
- Must be comfortable communicating with customers in their environment (plants) at multiple levels.
- Directly manages On-Site Service Representatives.
- Works closely with Customer Service and Sales leadership within the assigned area.
- Works with various support teams throughout the organization on a regular basis
REQUIRED EXPERIENCE AND QUALIFICATIONS:
- Knowledge of industrial and/or safety products is preferred.
- Proven experience of effective coaching, team building, recruitment, training and development of a team, coupled with a hands on management approach.
- Strong leadership qualities with good communication, customer service, and interpersonal skills.
- Proven skills in time management and ability to prioritise tasks within a fastpaced environment.
- Proficient computer skills and aptitude.
- Demonstrated success in building and sustaining crossfunctional partnerships.
- Strength in process improvement, ownership and control as well as project management.
- Able to adapt to shifting demands and manage competing priorities from the customer and Corporate AGI.
- Strong influence and communication skills with the ability to communicate at various levels.
- Strong business acumen. Capable of under
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