Guadalajara | Distribution Manager - Gerente de Distribución

Job description

EXPEDITORS

CORE COMPETENCIES

Exceptional Customer Service Exceeds customer expectations by anticipating, understanding, and meeting needs. Is proactive and when issues arise, is timely and resolute in solving problems, including escalating to management when necessary. Builds rapport and exhibits empathy during interactions, and consistently strives to improve customer satisfaction with customers. This skill expectation applies both externally (customers, service providers) and internally (other Expeditors offices/employees).

Job Execution Consistently completes quality work that matches job expectations. Is committed to operational excellence and continuous improvement for own job function and across the network. All activities are compliant with company policies/procedures and code of business conduct and with government regulations. Reliability Consistently meets deadlines. Is punctual and can be relied on for planning purposes. Is organized, manages own time effectively and can prioritize.

Collaboration Displays a willingness to accomplish not only his/her own job responsibilities without the need for constant prodding but is willing, without request, to aid and assist others to the benefit of the company and/or customers. Works in harmony with superiors and fellow workers without incident or delay. Communication Effectively listens to others and communicates (verbal and written) in a professional manner, both internally and externally.

Provides relevant and timely information to co-workers, customers, and service providers. Answers phone calls and responds to voicemails, emails, and other communication according to Expeditors' standards. Culture Exhibits and promotes the company’s 10 cultural attributes: Appearance, Attitude, Confidence, Curiosity, Excellence, Integrity, Pride, Resolute, Sense of Humor, and Visionary. Personal Growth and Development Participates in training within the company’s guidelines, completing at least 52 hours of relevant training per year.

Completes required training in a timely manner with minimal reminders. Pursues professional development goals for self, including participating in a development plan as appropriate. MANAGER PRODUCT/SERVICE SKILL Employee Development (Manager, All) Properly on-boards new hires and ensures team members have clear expectations. Provides frequent feedback that is timely, accurate, and honest. Conducts regular one-one-ones and an annual review for employees.

Has development plans in place for employees that addresses competency gaps and/or prepares employees for growth. Ensures employees complete 52 hours of relevant training yearly and that required training is completed timely. Fosters a climate of compliance within the team, including to company culture, internal policies and government regulations. Promotes employee engagement and team vision, commitment and trust. Develops a #2.

Financial Excellence (Manager, Branch Product) Has a command of the P&L resulting in meeting revenue growth expectations and control of expenses. This includes monitoring department financial performance (revenue to expense, expense per shipment, etc.), analyzing customer profitability and controlling expenses. Reviews accounts receivable to manage cash flow and to ensure customers are paying within terms. Analyzes billing activity and intercompany accounting.

Business Development (Manager, Branch Product) Actively grows the product's business and builds customer relationships through involvement in sales and retention programs. Maintains a healthy mix of current customers and manages pipeline of new accounts. Responds to requests for proposal, quotation or information timely and with market-competitive pricing matching the scope of service required by the customer. Actively participates in the transition of new business and acts as a subject matter expert for the product and the industry.

Operational Excellence (Manager, Branch Product) Monitors and improves product District Excellence and Global Business Operations metrics. Maps and understands department process flow, while constantly looking for areas to improve efficiency, offer customers better cycle times and service, and control costs. Effectively manages capacity and productivity of department and team members. Successfully executes a department Tactical Business Plan, providing regular updates to team and branch leadership.

Business Development (Manager, Branch Service) Contributes to the growth of the District’s business by supporting the pursuit, transition, retention and growth of customers and by improving the customer experience. Acts as the subject matter expert for the manager’s scope of responsibility and provides solutions and technical assistance to customers (both internal and external). Financial Excellence (Manager, Branch Service) Protects the financial health of the company by monitoring department expenses and staying within budget.

Positively impacts revenue by supporting district growth and expense control goals. Operational Excellence (Manager, Branch Service) Monitors and improves District Excellence and Global Business Operations metrics tied directly to their service. Maps and understands department process flow, while constantly looking for areas to improve efficiency and customer service (internal and external).

People

Train, motivate, challenge and mentor other employees. Conduct annual reviews for employee retention program – against company and job expectations. Create personal development plan with each employee. Set up, plan training and follow-up. Identify, develop and mentor your No. 2 Ensure all staff and positions have job descriptions, clear expectations and are working with structured development plans. Ensure new hires go through the new hire development map within the first 6 months.

Conduct regular interviews with potential new personnel. Review department goals and business plan periodically with staff to ensure buy-in and accountability.

Operations

Use the EDMS system at full. Oversee and ensure compliance with Expeditors Operational Process Standards Day to day supervision to ensure compliance with local regulations.

Customer

Makes introductory contact with new accounts and maintain effective relationships with existing accounts. Addresses the more complex and non-routine customer issues and requests. Coordinates new accounts, gathering all necessary information and assigning accounts to Customer Service Representatives (CSRs). Audits all new account and follows up on responsibilities of the CSR’s to ensure that customer needs have been met.

Finance

Follow up the customs guarantee for various operations. Follow AR report – review, delegate, chase. Ensure every account has a credit limit and check for credit extension when needed. Department P&L – review, identify, plan.

Compliance

Promote compliance in diligently following all company policies and regulations and in being the role model of integrity and pride for all employees. Proactively communicate with the team to ensure continuous awareness and understanding of policies and regulations. Maintain a positive relationship with the Trade Compliance Manager and support all compliance efforts and trainings.

Culture

Proactively promote the company’s 10 cultural attributes: Appearance, Attitude, Confidence, Curiosity, Excellence, Integrity, Pride, Resolute, Sense of Humor, and Visionary.

Systems

Develops procedures to ensure the efficient operation and utilization of office equipment. Determines and recommends enhancements for computer systems/telephone equipment to meet cost and service goals. Be involved and suggest system/process improvements.

Qualifications

KNOWLEDGE, SKILLS AND BEHAVIOURS

Knowledge: Knowledge of customer relationship management software programs. Inventory management, budgeting, and accounting knowledge is required. Expeditors company policies and procedures knowledge. A good understanding of Expeditors’ products, services and systems. Strong market and competition knowledge.

Skills

Effective interpersonal skills, including proven abilities to listen, comprehend, effectively communicate clearly and concisely to obtain positive results. Good Microsoft Office skills (Excel, Word etc.). Requires direct warehouse-related experience in customer service, with management skills such as planning, supervising, controlling, organizing and staffing. Communication skills are necessary to establish effective working relationships.

Behaviours

Emotional resilience. Self-reflecting and open to feedback. Initiative and ability to work in autonomy. Role model of integrity and pride for all employees. Proven leadership attitude and background.

TRAINING AND QUALIFICATIONS

Training Requirements: Meet company standards of 52 hours training per year, including as needed management/leadership training Education and Experience: Bachelor’s degree (B.A.) from four-year college or university; or 4 years-related. Experience and/or training; or equivalent combination of education and experience. At least two years of experience in distribution/inventory control. Previous supervisory experience.