CV2 ACS Operations Supervisor (L2, 2nd Shift)

Primary Duties

• Responsible for establishing and maintaining operating procedures and performance at the CV2 facility;
• providing exceptional service, meeting the appropriate service level targets, supporting contractual agreements, ensuring and analyzing service delivery performance;
• leveraging ACS tools and technology, and driving improved performance at reduced unit costs.

Key Accountabilities

• Provides guidelines to a cargo operation and warehouse management to ensure handling operations are consistent with the group business strategy;
• Maintains quality and adherence to IATA and Global ACS standards and is responsible for constant improvement and optimization of products, density, build and service;
• Develops a high performance, service-oriented Cargo culture within the warehouse.

People Management

• Success in this role is dependent on delivering results managing third party handlers and SGHA contract.
• The person in this role must be exceptionally skillful in managing the performance of people; controlling the service level agreements and implementing Standard Operating Procedures.

Process

• Implements the ACS service policies and procedures,
• works with 3PH; DHL Express counterparts and Global ACS contacts to establish SOP’s and SLA’s,
• is responsible for the measurement and achievement of service targets,
• and is responsible to implement a data driven approach in driving continuous improvement in all service levels.

Technology – Support ACS systems

• Educate US ACS users on how to leverage Cognos, TGV, PTGV, OCNT and CMS.

Operations – Reviews daily service performance

• Identifies shortfalls and assists Operations on immediate and long term recovery contingencies.

Customer management

• Personally handles escalated complaints from key account management.

Build Planning

• Work with Capacity Management, Network Operations, Network Planning, Load Control and ground handling operations to ensure ACS capacity is utilized as planned.
• Work with CFS management team to improve Unit Load Device utilization in order to maximize ACS revenue opportunities.

Analysis and Quality Improvement

• Support GSOP;
• data, metrics, and analytical capabilities needed to measure and improve service performance and reduce unit costs.
• Focus areas include:
• Connectivity Regulatory & Security,
• Scanning & Check-point compliance,
• Flown as booked / Splits reduction / Service quality / Performance management,
• Capacity utilization –analysis of ACS capacity utilization, overnight vs second day splits, overbooking, etc... for purposes of creating incremental revenue opportunities.

Qualifications

• Proficient in Microsoft (Excel, Word, Outlook, Power Point), database and web-based applications
• Highly competent compiling and analyzing data in Excel and being able to perform analysis and draw insights.
• Access, VB, etc. a plus.
• Ability to work within a team environment with competing viewpoints/objectives.
• Strong verbal and written communication skills - must be adept at presenting ideas and concepts to groups in both formal and informal settings.
• Willingness to get deeply involved in a fast-paced 24/7 logistics operation at different times of the day and in various warehouse/airport environments.