Supervisor, On-Site Services

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:

Performance Drivers:

Demonstrates and excels in Acklands-Grainger Performance Drivers including but not limited to the following behaviours:

• Wow the Customer - Know your customers; Earn your customer's trust; Become your customers' "go-to" person
• Have A Winning Attitude - Play to win; Act with optimism & enthusiasm; Make courageous decisions
• Drive For The Best Results - Set high standards; Take personal accountability; Deliver on commitments
• Make The Team Better - Be collaborative; Build trust; Communicate openly & honestly; Listen & learn from others

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 10-15 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 on-going 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 right-size solutions and improve ROI
• Participate in Continuous Improvement (CI) Team meetings and CI on-site 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.

WORK ENVIRONMENT:

• Extensive travel is required - 50%+ travel to various customer sites throughout the district.
• Demonstrated competence in the use of computers and software applications.
• 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 fast-paced environment.
• Proficient computer skills and aptitude.
• Demonstrated success in building and sustaining cross-functional 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 understanding and using financial and economic concepts to perform the necessary analytical tasks.
• Proven ability to lead and drive results within multiple locations in a manner that is consistent with the AGI values.
• Understanding of local customer and market dynamics and requirements would be an asset
• Completion of post-secondary education, preferably in Business or equivalent work experience

Grainger strives to be an employer of choice, to attract and retain top diverse talent, and to provide a safe and positive work environment for all of its team members. As part of Grainger hiring process, pre-employment background checks will be required for all external candidates. Internal candidates will be required to undergo a pre-employment background check when they move from a non-driving role to a driving role and/or a director role and above position.

In accordance with Performance Excellence guidelines, team members are encouraged to apply for positions closely matching their experience/background and that are aligned with their Individual Development Plan. Grainger is committed to the principles and practices of employment equity. We invite all qualified women and men, including persons with disabilities, visible minorities, and Aboriginal Peoples to apply for our career opportunities. Accommodations are available on request for all persons with disabilities taking part in the selection process.