Director of Service and Delivery

Director Of Service And Delivery

Oversee all aspects of Cozzini's operation in the Western US region, including route delivery operations, existing customer satisfaction and growth, Area Manager / driver training and development, and administration. Typically, the Director of Service and Delivery will oversee activities in a major metropolitan market and supervise 4-6 area managers.

Essential Duties and Responsibilities :

1) Area Leader

Overall executive responsibility for all aspects of Cozzini's business in the appointed area.

Communicate and execute the Company strategy in the appointed area.

Direct the appointed area's activities to effectively and efficiently accomplish the region's and the Company's objectives. Establish plans and budgets, measure results, allocate resources, assign accountabilities, review progress, and make mid-course corrections as necessary to ensure goals are achieved.

Act as liaison between customers, vendors, regional personnel, and corporate personnel.

Communicate promptly to the Regional General Manager any important area developments that could impact the market and company.

Provide thought leadership on ways that the area, region, or Company can improve, including the development of new processes and procedures.

Assist with projects and initiatives outside normal job duties

2) Human Resources Management

Recruit, hire, and train high-quality personnel.

Provide each employee with adequate training and a clear explanation of the requirements of his / her position.

Coach, motivate, and evaluate all personnel regularly, and recommend salary adjustments, promotions, and dismissals.

Ride routes with route sales personnel to evaluate performance and provide coaching.

Ensure that all employees maintain proper grooming and a professional appearance as outlined in the Company's Employee Manual.

Maintain records of employee attendance and schedule vacations of all employees to ensure continuous operation; provide accurate and timely records of attendance and vacations to the Company's Human Resource Department.

Ensure all employees work safely and in compliance with Company and government policies and procedures.

3) Customer Service and Delivery

Establish and maintain customer goodwill by providing high-quality products and service and targeting 100% delivery each day on each route.

Handle service problems expediently and with the best interests of both the customer and Cozzini in mind. Eliminate the "root cause" of service problems wherever possible.

Closely manage any request by a customer to cancel service to see if there is a reasonable basis to maintain the business or if there is a systemic problem to be corrected.

Maintain an efficient route structure, minimizing each driver's working time and mileage, in conjunction with the Company's Director of Operations, to include periodic reviews for optimization. Ensure route sequence data is maintained on a timely basis in the Company's information system.

Maintain an adequate and accurate inventory of rental and sales equipment and interface with headquarters personnel to ensure supply replenishment on a proactive and cost-effective basis.

Oversee the proper appearance, maintenance, and care of all Company vehicles.

4) Sales and Marketing

Achieve assigned area sales goals. Develop a specific plan to achieve these goals and set up a reporting system to monitor performance vs. goals.

Develop new business and sell additional business in existing accounts, both personally and in conjunction with Area Managers and route sales personnel.

Work with the Company's Director of Sales to generate and process sales leads to grow the customer base.

Oversee the implementation of new business with national accounts and general price increases as directed by the CEO.

Closely monitor the activities of competitors in the area and keep the Regional General Manager informed; respond quickly and prudently to competitive challenges.

5) Administration

Monitor hours worked, overtime pay, productivity, quality, route structure, new and lost business, fill rate for the market, workers' compensation claims, accidents, policies and procedures, etc.

Oversee route load out and assist with route check-in as needed, including debriefing with route sales personnel and ensuring Company check out procedures are followed.

Oversee adherence to Company cash collection and deposit procedures.

Ensure route and new business paperwork is completed accurately, neatly, on a timely basis, and in compliance with Company procedures.

Ensure that all accidents and injuries are reported on a timely basis in compliance with Company procedures.

Assist with accounts receivable collection as requested by headquarters personnel.

Oversee operational expenses of the area to ensure fiscal prudence.

6) Profit & Loss (P&L)

Operate the area of responsibility within the budgeted guidelines set forth by the Company.

Effective oversight and management of Driver labor costs.

Effective oversight of the assigned Fleet.

Requirements

Valid driver's license.

Must be willing to travel, including overnight as needed.

Demonstrated knowledge of computer software applications to include spreadsheets and word processing.

Ability to lift repetitively, reach, bend, and walk.

Competencies :

Strong oral, written, and listening communication skills and a commitment to communicate actively with subordinates, peers, and the executive leadership team.

Ability to develop the skills and competencies of subordinates through training, development, and motivational activities.

Possess managerial skills to lead a team, hire, fire, and manage the daily operations of the assigned region.

Demonstrate executive skills, high integrity, and honesty by developing an atmosphere of mutual respect and trust, meeting commitments, and operating in compliance with Company policies and procedures.

Possess a strong sense of customer service and satisfaction.

Possess strong business insight, the ability to generate innovative solutions, and the ability to analyze data and reports to make mid-course corrections and continuously improve operations.

Ability to make decisions based on logical assumptions and good judgment, including alternative courses of action.

Maintain resilience and stability of performance in challenging situations of high stress and multiple deadlines.

Demonstrate a strong work ethic, including a willingness to work long hours when necessary to achieve Company goals and high work standards as a model for subordinate employees.

Disclaimer Statement : This job description is not intended, nor should it be construed to be an exhaustive list of all responsibilities, duties, skills, or working conditions associated with this position. It is intended to be only a general description of the principal requirements common to positions of this type.