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French Speaking Operations Supervisor

French Speaking Operations Supervisor

Posted 9 July by Barron Wood Distribution Ltd
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The Supervisor supports the Operations Manager to build the International business effectively. Key to this is carrying out day to day management of operational staff, customers and development of accounts through your team, to support growth of our business. To manage and develop the skills of your team of Operators in a way that supports the culture, and values of the company, and their well-being. To support Financial and Customer Service objectives being met, and to manage relations with our partners.

Lead your team of Operators in delivering an effective, profitable service to our customers.

  • To ensure that your Operators delight customers and where possible exceed their service expectations thus building our growing reputation and brand in the marketplace
  • To ensure that the delivery of our services to the agreed revenue and profitability levels
  • To proactively build the amount of revenue from existing customers
  • To motivate and inspire commitment from your Operators
  • To develop your own management skills in running day to day business to support the planned growth, whilst encouraging your operators development
  • To assist your manager to build delivery capability and working practices to support the department’s growth

Technical Skills

  • Knowledge of European road transport market either to and from the UK, or on continental cross-border movements, with a strong focus on the French market.
  • Knowledge of EU Driver’s hours and working time regulations.
  • Knowledge of local European LGV technical requirements.
  • A third European language is a distinct advantage.
  • Freight forwarding experience
  • Carrier management

Key Result Areas/Tasks and Activities/Outcomes:

Critical Objective Area 1: Input to the International Plan

Tasks and Activities

  1. Agree with the Operations Manager further ideas and tactics that will help the Agency grow and become more profitable.
  2. Work with the Operations Manager to agree and create the Operations plan for the year, and the tactics to make it succeed.

Critical Objective Area 2: Customer Service

Tasks and Activities

  1. Instil a deep understanding of customer service to the team, encourage their adaptability, creativity and care to delight our customers, retain them and build our name in the marketplace
  2. Ensure that customer service (and your agency as a whole) is set up to receive and manage client queries & give existing and new clients a fantastic experience

Measurement (KPI)

    • Number of lost clients due to service issues each year
    • Number of client complaints each month
    • Client queries and problems addressed and resolved punctually, and following the agreed customer procedure.

Critical Objective Area 3: Operational Effectiveness & Profitability

Tasks and Activities

  1. Monitors all daily revenue figures to ensure that your team is running within agreed budget
  2. Take corrective and timely action to recover any loss making situations
  3. Ensures that the revenue, net margin and profit targets are achieved against budget each month. If we agree to take reduced margin to grow the business be aware of the reasons why.

Measurement (KPI)

    • Revenue and profit figures are met as a minimum.
    • Operational costs from your area are consistently within the agreed budget.
    • Effective methods to achieve cost effective delivery are developed

Critical Objective Area 4: Leadership and Management of the Operations team.

Tasks and Activities

  1. Lead your Operators in a professional manner, operating as a role model
  2. Proactively develop the skills, capabilities and behaviours of your team to enable them to effectively and efficiently deliver a responsive, quality service.
  3. Ensure that your Operators buy into our goals and understand the focus and quality of work you want from them.
  4. Support and coach the team members to deliver against our agreed yearly revenue and profit targets
  5. Ensure that your Operators are motivated, well trained and happy to work for Barron Wood. If not, identify behaviour that shows otherwise so we can jointly agree on how to turn the situation around.
  6. Analyse any training and support requirements so that your team is prepared to exceed targets.
  7. Act on any agreed training requirements with your team and actively coach them.

Reference: 35580519

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