District Service Quality Supervisor

Description

What will you be doing?

The District Quality Service Supervisor (DSQS) is a critical member of the Operations team. This position will report to the Sr. Manager of Operational Excellence and will have direct oversight of assigned operational branches with Warehouse Supervisors reporting into this role from various regions within the district. This DSQS supports all West District operational functions, including line haul, pickup, and delivery, while working closely with Transportation and other internal teams to ensure smooth, efficient daily operations.   The DSQS reports branch‑level operational metrics, including on‑time performance, cost per pound, linehaul utilization, and material‑handling costs, to the District Management team for consolidated reporting, analysis, root‑cause identification, and continuous improvement.  The DSQS will be analyzing branch-level operational information reports to look at root cause analysis and corrective action for continuous improvement. This position will assist with training, development and health & safety best practices. 

Where are you located?

Our preferred location is the DFW area, but we’re also open to considering candidates based in Los Angeles, CA.

What are your hours?

Monday – Friday, 1st shift consisting of 37.5 weekly hours. 

Key Responsibilities

Day‑to‑Day Operations, Resolutions & Escalations

• Resolve customs‑clearance issues and support bonded‑shipment escalations with customers and brokers.
• Foster a culture of respect, trust, and effective issue resolution across operational and customer‑support teams.
• Facilitate and escalate after‑hours line‑haul issues.
• Support customer onboarding by participating in project teams to ensure successful launches.
• Maintain and report district on‑time performance and failure metrics to the Sr. Manager of Operational Excellence.
• Oversee dock operations and personnel in locations without a Warehouse Supervisor.
• Manage district Health & Safety programs.
• Lead performance management for multiple Supervisors.
• Monitor overtime and recommend staffing adjustments.
• Provide onsite operational and documentation support for first‑day shipping at new customer facilities.
• Conduct root‑cause analysis on recurring service issues.
• Provide operational coverage for district warehouses during vacations or training.
• Partner with the CRR Supervisor on customer‑related operational issues.
• Guide and support OSS staff with facility‑level problem resolution.
• Coordinate daily activities with agent partners from pickup through final delivery.

Continuous Improvement & Operational Excellence

• Analyze dock operations and recommend process improvements to enhance production and line‑haul performance.
• Ensure data, compliance and conduct facility audits.
• Improve warehouse production across district branches and support Warehouse Supervisors in meeting corporate metrics.
• Identify, plan, and implement continuous‑improvement initiatives.
• Support district lean‑process initiatives.

Performance Management & Development

• Set and monitor work goals, standards, and expectations for team members.
• Drive service‑quality initiatives and ensure compliance in areas such as warehouse production, hazmat, dangerous goods, and environmental health and safety.
• Communicate operational programs and policies to warehouse employees.
• Train and orient new warehouse staff on organizational policies, procedures, and performance expectations.

Working Conditions:

Work is performed under conditions that may require sustained visual or auditory focus, repetitive motions such as labeling, scanning, typing, and data entry, extended periods of standing or sitting, and occasional local travel with advance notice. The role also involves physical activity, including lifting, pushing, pulling, walking, and bending, as well as working in environments with varying temperature conditions.

Experience

Who are you?

• 2+ years of management or supervisory experience, including performance management, time management, employee engagement, customer retention, and issue resolution.

• 4+ years of operations and service experience, including receiving, weighing, measuring, scanning, labeling, and shipping while following all safety and security requirements.
• Certified forklift trainer/operator.
• Proficiency with MS Office (Word, PowerPoint, Excel, Teams), TMS or ERP tracking system, Salesforce.
• Customs compliance experience.

• Ability to travel including driving to various work and/or customer locations within the local markets, Corporate HQ in New York, and Canada.
• Fluency in English and Spanish (reading, writing, and speaking) is as asset but not required for this role. 

Education

• High School Diploma plus work experience required.
• Bachelor’s Degree or equivalent work experience preferred.

To support state laws, the base pay range for this role is $82,000 - $99,000. Pay within this range varies by work location and may also depend on various factors such as job-related knowledge, and relevant skills and experience.