POSITION:                                    Warehouse/Customer Service Supervisor

REPORTS TO:                                 Branch Manager

SUPERVISION GIVEN TO:             Warehouse & Customer Service Coordinator

The purpose of this position is to co-ordinate the day to day operational issues surrounding the running of the warehouse.  The Warehouse/Customer Service Supervisor will take responsibility for the warehouse team and ensure that all goods are delivered in accordance with company procedures, while providing customers with service that exceeds their expectations.

REQUIRED EDUCATION:

• Diploma in Business Administration, Inventory Management, Logistics or similar field.

REQUIRED SKILLS / EXPERIENCE

• Experience within a managerial / supervisory role.
• Warehouse experience, for example, the packing, unpacking and shelving of goods.
• Inventory control experience is desirable.
• Ability to communicate in both oral and written forms.
• Excellent interpersonal skills.
• Numerate and computer literate.

REQUIRED PERSONAL CHARACTERISTICS:

• Ability to manage and prioritise a heavy work load.
• Positive attitude towards work.
• Ability to use own initiative and work independently.
• Team player and team builder.

DUTIES AND RESPONSIBILITIES:

• Ensure that customers receive service that exceeds their expectations.
• Maintain a thorough knowledge of COURTS’ systems, policies and procedures.
• Carry out stock-takes and assist the Internal Audit department with their stock-takes.
• Ensure that warehouse is kept tidy as per Unicomer Jamaica Warehouse Standard.
• Ensure customer complaints are logged and addressed through follow-ups with After Sales.
• Manage receiving, storage and dispatch of customer items for repairs.
• Management of Aged Stock.
• Timely execution of stock related Reports.
• Handle delivery enquiries.
• Ensure that maximum efficiency is achieved in the receipt and storage of merchandise.
• Ensure that documentation for the receipt, delivery and loan of goods are prepared in accordance with company procedure.
• Maintain security standards in accordance with company policy.
• Ensure compliance with Health & Safety Policy.
• Ensure timely delivery of goods in accordance with company service standards.
• Ensure that all warehouse employees present a high standard of customer service.
• Management of staff and ensure performance standards is maintained.
• Recommend the promotion, transfer and termination of employees as necessary.

Administrative Management

• Ensure that Unicomer’s assets within the purview of the department are safeguarded; liaise with loss prevention officer if additional security is required.
• Monitor stationery disbursement and usage.
• Ensure stationery requests are submitted monthly.

Key Performance Indicators

• House Keeping & Product Safety
• Performance Management
• Merchandise Sales
• Warehouse and Delivery Reports (Perpetual etc.).
• Stock Variance (must be kept below 1% of the branch stock holding)
• Customer Experience score of 85%.
• Aged Stock Management as a % of Inventory (Electrical 0% ≤ 2%, Furniture 0% ≤ 3%).

This represents a broad outline of the duties and responsibilities and cannot list in detail all tasks that the job holder will be expected to undertake