Operations Manager - Alberta
Apple Express Courier Ltd. - Edmonton, AB

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Position Summary:
This Operation Manager, Alberta position requires a strong, highly organized individual to manage the daily direction of operations to ensure profitability, productivity, strong vendor relations and the achievement of targeted performance standards through effective management of employees and the application of relevant technologies, standard operating procedures and accepted business practices. Reporting to the Senior VP of Operations, the individual will have P & L responsibilities within their region. The candidate will increase productivity while maintaining the highest levels of customer service and accuracy to customers.

Position is located in Edmonton, Alberta.*

Job Key Contributions/Task:

· Responsible for the overall operation of Apple Express branches in Alberta as well as Matt’s Express in Edmonton

· Manages all Apple Express and Matt’s personnel in Provincial Branch locations and Provincial Vendor sites

· Responsible for Vendor Training

· Initiate and maintain company and regulatory requirements

· Inventory handling expectations and management – cycle counts and PI’s

· Specific client requirements and procedures

· Order management

· Vendor Communications

· Instructs vendors in company guidelines and expectations

· Distribute periodic communication information

· Instructs vendors in customer specific and/or special handling requirements

· Conducts conference calls with vendors as needed

· Addresses customer escalations with vendors as necessary

· Maintains vendor’s information database i.e., mailing addresses, availability, preference listing, etc.

· Vendor Quality Performance Management

· Participates in weekly conference calls

· Provides weekly report of supplier effectiveness on weekly Ops conference call

· Monitor and address daily performance compared to company goals

· Manage supplier cost objectives for assigned geography

· Manage supplier Quality performance objectives – Warehouse

· Sets up supplier on electronic portal interface with Order Management systems

· Issue Resolution

· Provides root cause and corrective actions for supplier related service failures

· Escalate customer-related or compliance issues to appropriate management for resolution

· Determine when supplier payment penalties apply

· Investigate and resolve supplier complaints

· Address customer complaints related to supplier professionalism

· Vendor and Operations Management Interface

· Establish communication “best practice” between suppliers, Vendor Manager, and Dispatch

· Promotes pro-active supplier communication with dispatchers

· Maintains positive employee, and vendor relationships

· Fosters positive customer relations through participation in regular customer meetings

· Communicate with all department leads on ongoing concerns and process improvement initiatives

· Act as a point of escalation for personnel, customers and vendors

· Responsible for managing/executing the all aspects of service to external customers

· Performs other responsibilities and completes tasks as directed by direct report.

· Responsible for inventory management in both branch and vendor locations

· Exercises the authority to hire, discipline, reward, or discharge personnel

· Responsible for yearly performance appraisals for staff

· Ensure proper execution of Apple Express and Matt’s Express process and procedure for all services

· Ensure quality of service established by Apple Express and Matt’s Express is met through adherence to policy, procedure and solution management in Branch locations and Regional Vendor sites

· Ensure customer satisfaction, proper execution of Customer specific SOP and provide value added services as required

· Coordinate implementation of the new business with all Branches and Regional Vendors

· Plan and execute training on new initiatives as set forth by Apple Express

· Responsible for training personnel, Branches and Regional Vendors on customer specific process and policies, projects as well as company process and policies

· Responsible for development, coaching and motivation of the Operations Team working in regional network sites

· Knowledge of Health and Safety practices to ensure branch and vendor compliance with policies and procedures in regional locations

· Exercises discretion and through spot auditing on a regular basis to monitor Branch and Regional Vendor performance

· Manage Branch and Regional Vendor performance to ensure exceptional operational performance by exceeding service targets and established corporate KPI’s.

· Provides continuous improvement to all aspects of Apple Express business including but not limited to operations, customer service and cost effective practices.

· Establish and monitor goals and performance objectives for Branches and Regional Vendors

· Responsible for Regional P & L and meets cost saving initiatives

· Verify weekly payroll for accuracy ensuring that all labour hours are captured for submission to payroll, breakout by client/facility, tracks vacation schedules

· Entrusted with confidential information (client contracts and financial and personal information)

· Engages in Business Development initiatives

Desired Skills and Experience

Job Key Competencies

· Technical skills

· Ability to analyze results, identify and explain any variance from targets

· Proficiency in the use of Microsoft Office applications and other technical software is required

· Working Knowledge of Health and Safety, WHMIS and Dangerous Goods practices

· Interpersonal skills

· Excellent customer service skills with polished communication skills overall

· Proactive approach to solving problems

· Team player with ability to work with cross-functional teams and all levels of management

· Ability to work under time pressures

· Must possess integrity, intelligence and energy

· Ability and experience in managing others and prioritizing work

· Ability to train and instruct others on how to perform tasks

· Accustomed to working in a fast-paced, dynamic environment

· Comfortable using metrics to manage staff and drive improvements

· Responsible, punctual and self-managed; in addition self motivated with excellent work ethic


· Bachelor's Degree or equivalent experience highly preferred

· 3+ years of junior management experience required in a business/supply chain/customer service type environment

· Multi-Client Warehousing experience an asset

· Sameday Air/Ground freight experience preferred

· Experience with quality programs and initiatives

· Periodic travel required (mostly within the region)

· Qualified applicants (internal and external) must currently possess legal authorization to work in Canada