ENVOY SERVICES SUPERVISOR
Directly Reports to:
ENVOY OPERATIONS MANAGER
Reports to Manager or above:
ENVOY OPERATIONS MANAGER
Provide daily supervision of Envoys, vehicles and other equipment related to the job for delivery of goods from the store to the consumer (B2C) as well as delivery of goods from a Micro Fulfillment Center (B2B MFC) to stores. This includes the development of weekly driver schedules, forecasting driver labor based on the forecasted sales from the business, ensuring scheduled maintenance is done on the vehicles, managing delivery execution, training and responding to business interruptions & immediate business needs.
The supervisor must ensure there is sufficient training, coaching, and monitoring of Envoy performance so that job performance is consistent with defined process and procedures, and creates a culture of customer service excellence. This individual must be professional and proficient in their dealings with each stores management team and associates, as well as in their supervision of the affiliated, driver workforce.
1.Supervisors are responsible to work with the HR team in hiring both full- and part-time Envoys. They will conduct interviews, road tests, and other steps necessary to bring new associates onto the team.
Once hired, they will ensure they are properly trained per the company training program, monitor their progress during this training period, provide feedback, and stay very close to new associates during this critical period. For all associates, the supervisor will follow the established processes for monitoring performance of the Envoys, to coach and counsel as needed, and to ensure there is "high touch" communication and feedback for all associates.
2.All coaching and counseling of driver associates must be done consistent with the terms established in the union agreement. The supervisor must be very familiar with this agreement, and ensure each element is complied with, i.e., overtime, holiday pay, sickpay, vacation time, disciplinary steps, etc.
Supervisors should do routine ride-a-long with Envoys to monitor first-hand performance, understand how they interact with customers, and provide real-time coaching based on their observations. Adherence to best practices, policies and procedures, utilization of technology, and execution of Customer Service Excellence are critical components around which Supervisors must insure consistency in execution.
Shoprite From Home Vehicles
1.Supervisors must provide a safe work environment for associates. A critical responsibility is to ensure all vehicles remain in safe working order, are well maintained, and have an appearance that represents the ShopRite brand well as they move through the marketplace. Based on the defined process, they must confirm that:
a. All pre- and post-route vehicle inspections are done consistently by the Envoys
b. Weekly mechanical inspections are completed by the supervisor, and inspection reports are completed timely, properly and are accurately filed.
c. All vehicle mileage is recorded and reported directly into the appropriate fleet management system to facilitate timely maintenance of each vehicle.
d. Vehicles are taken to designated third party shops for said maintenance
e. Monitor compliance with the established procedures for vehicle refueling to eliminate no risk of theft or inefficiencies.
Capacity and Route Planning
1.Each week based on the sales forecast by store, they will develop the required driver effort needed to support the plan. The goal is to ensure all orders leave the store in a timely manner.
Envoys are staffed to meet the needs of the business, efficiently to achieve/manage labor costs. The supervisors should take whatever input they get from Envoys related to routing, road conditions, etc., and be the conduit into the routers and Routing Analyst to ensure they have the latest understanding of unique customer or road situations. The supervisor will utilize the appropriate technology to create the most effective routes and schedules.
2.Also very important are the executional metrics supporting the business. This tracking will include percent of on-time departure from the stores, percent of on-time delivery to customer home or business, as well as specific items as reported as defects by the customer that include: poor quality product, missing items, and poor customer service related to the driver interaction. Some of these metrics will be shared results with the fulfillment team.
3.Other important metrics will include: maintenance compliance against the master maintenance and safety schedules, fuel cost per order delivered, miles driven per route, preventable and non-preventable accidents, actual and as a factor of total miles driven, and total deliveries completed.
1.In addition to ensuring vehicles are safely maintained, a detailed safety program will be in place with a high level of discipline in ensuring it is followed by the Envoys. Violations to the program must be highlighted and disciplined when necessary, and an effective re-training program must be in place. The monthly tracking of accidents, whether they were avoidable or not, should be visible with "safe mile" goals established and a culture of safety has both a high level of importance and a celebration of successes.
To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. If requested, reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Core Functions / Minimum Requirements
The core functions of this position include, but are not limited to, the following:
Knowledge and Skill Requirements:
1.Four year College Degree is preferred; candidates with equivalent business experience are encouraged to apply.
2.Experience working in a fast-paced retail/distribution environment.
3.3+ years of supervisory experience, with preference for a transportation environment.
4.Strong leadership skills, with an inspirational style and collaborative approach.
5.Demonstrated proficiency for being a team player, able to assist or be assisted when circumstances dictate planning for a situation or reacting to an unforeseen event.
6.Ability to effectively interface with other functions in the company, as well as diverse positions assigned in our Customer and Peer Organizations, including but not limited to store managers, receiving supervisors, fulfillment leads, etc. Must be able to interface at varying levels in the organization.
7.Strong orientation toward customer service and the ability to instill that same culture with the driver team.
8.Comfortable managing equipment, i.e., trucks, and enjoys working in an environment that requires that the equipment is treated with respect all the way through the process.
9.Comfortable utilizing technology to drive the best balance of service and efficiency.
Possesses a proclivity for detail and metrics including a strong cost control orientation with a mindset that a dime at a time drives cost out of the system, and needs to be able to instill this thinking into the transportation team.
Experience working and supervising in a union environment.
Experience interviewing new employees, and a good discernment for judging character and capabilities of potential candidates.
Physical Demands and Work Environment:
1.A committed attitude to doing what is necessary to support the business, it's a seven day a week business and requires a willingness to own a seven day a week operation.
2.Ability to travel, and stay overnight at locations to meet business demand.
3.Ability, in certain situations,to perform the job functions of the Envoy, including transport of the consumer's shopping cart to their home. This would include the ability to lift and carry containers up to 50 lbs., climbing stairs, entering buildings and elevators as required.
Important Disclaimer Notice:
This job description is intended to set forth the general nature and essential duties and responsibilities of the work performed by associates for this position. It may not contain a comprehensive inventory of all duties, responsibilities, and qualifications required of associates to do this job.
Associates may be assigned additional responsibilities as necessary. The Company reserves the right to revise this job description at any time and to require associates to perform other tasks as circumstances or conditions of its business, competitive considerations or the work environment changes. This document describes the position currently available and is not an employment contract.
The position covered by this Job Description is expressly declared to be "at will," meaning Wakefern has the right to terminate the incumbent's employment at any time, with or without cause. Any written or oral promises or representations to the contrary are expressly disavowed and should not be relied upon by any associate. Any change to this "at will" employment status must be in writing and signed by the Vice President of Human Resources.