Job Details
COVID-19 screening questions will be asked and documented during the interviewing process. Hiring decisions will require, among other criteria, a determination of low risk based on the answers.
** Bilingual Delivery Supervisor - E-commerce**
**Requisition ID:** 164112
**Career Group:** Distribution Centre Management
**Job Category:** E-commerce Delivery Ops & Cust
**Travel Requirements:** 0 - 10%
**Job Type:** Full-Time
**Country:** Canada (CA)
**Province:** Ontario
**City:** Ottawa
**Location:** 3804 Ottawa Spoke
**Postal Code:** K1H 1E2
Voila.ca is a new team dedicated to launching and scaling Sobeys new e-commerce grocery home delivery business. This is a rare opportunity to join a start-up within a larger organization. You will help launch and operate a new brand in the Ontario and Quebec markets powered by Ocado Groups world-leading e-commerce grocery platform. We are looking for experienced, passionate, curious, customer-obsessed, and entrepreneurial individuals to join a diverse and driven team whose mission is to help Canadians stay one step ahead of their busy lives. Voila by Sobeys and Voila par IGA will be the most reliable and convenient way for Canadians to shop for groceries. Your groceries delivered. Just like that.
**All career opportunities will be open a minimum of 5 business days from the date of posting.**
**Overview**
Support the Home Delivery function execute the Voila customer experience. Critical support leadership to the Home Delivery Teammates as the ambassador to the customer; ensuring on time delivery, customer satisfaction, safe drive performance, safe lifting practices and proactive solutions at the point of customer interaction to drive frequency and loyalty. In addition the Supervisor will be responsible for supporting the day-to-day operations of the business, liasing with the HR Business Partner to address issues with Teammates, and to provide timely feedback to Delivery Teammates regarding job performance. Finally the Delivery Supervisor will need to build and maintain cross-functional relationships with the Operations, Fleet, Training, Customer Service, and Planning teams, as well as work closely with the WSIB Specialist.
**Job Description**
Lead shift huddle daily to share important updates with teammates, and ensure the team stretches together before the start of their day
Develop a high performing team; ensuring Delivery Teammates are provided with regular feedback, and are held accountable to their key performance metrics
Actively participates in the recruitment of teammates, and ongoing training of Delivery Teammates
Drives team engagement, development and retention by connecting team to the Voila vision, encouraging innovation, clear communication and continuous feedback
Embeds and sustains Home Delivery protocols and SOPs
Approximately 30-50 direct reports (Home Delivery Teammates)
Supports continuous improvement effort by utilizing customer service feedback and routing analysis
Partners with Training Specialist to understand the strengths and opportunitites of teammates moving from In-Class to On The Job to ensure their performance is managed
Supports and partners with Fleet Maintenance Manager to ensure fleet availability and safety
Routinely review the performance data for their team to ensure their teammates and Supervisors hit their performance metrics
o Accountable for On Time Delivery (95%+) metric
o Accountable for (50+) Net Promoter Score; ensuring drivers embody behaviors that drive results
o Accountable for a Driver Safety Score of (95%+)
Responsible for partnering with HR to ensure the progressive disciplinary process is managed
Tasked with managing the route paperwork, logging route and asset utilization data in excel, and for logging feedback on delivery teammates
Managing timecards in Kronos Workforce Management SystemSupport expansion of new spoke facilities
Following Sobeys Health & Safety practices, a Delivery Supervisor will ensure all incidents are logged and shared with the respective parties, ensure teammates are held accountable for appropriate paperwork, and manage the corresponding WSIB Claims
Confirm teammates are operating the appropriate manual handling principles and adhere to the health & safety protocols put in place to protect them
Ensure Delivery Teammates are up-to-date on training course completions
Liaise regularly with cross-functional teams to support on time departure, and a high-level of service to Voila customers.
**Job Requirements**
Bilingual in French and English, written and spoken.
Minimum of 3-5 years experience in transportation and or logistics field including experience in a leadership role with a high focus on customer experience/satisfaction
Home Delivery experience (business to customer) in an e-commerce environment an asset
Post-Secondary education in a business-related field
A combination of relevant education and experience may be considered
Strong knowledge of Employment Standards Legislation
Excellent Analytical and Problem Solving abilities
Advanced skill level in MS Excel; MS Access is considered an asset
Experience in effectively managing a large team
Excellent interpersonal and communication skills; with the ability to interact with all levels of the organization and external parties
G-Class License, Ability to Travel within the GTA and Across Canada
Distribution facility experience
Sobeys is committed to accommodating applicants with disabilities throughout the hiring process and will work with applicants requesting accommodation at any stage of this process.
While all responses are appreciated only those being considered for interviews will be acknowledged.
**We appreciate the interest from the Staffing industry however respectfully request no calls or unsolicited resumes from Agencies.**