Expanded Services Supervisor

At ASB, we pride ourselves on helping people live their American dream.  As an employee-owned company, we provide value to our stakeholders through entrepreneurial relationships and solutions. Since 1981, we have grown to be one of the largest distributors in the industry, providing customers with print, branded merchandise, eCommerce solutions, fulfillment and more.

The Expanded Services Supervisor oversees and supports Expanded Services representatives in their daily tasks and workflow. This role ensures high-quality and efficient support for our sales associates in the Print and Promotional industry while maintaining service excellence. Key responsibilities include training employees, coordinating and delegating tasks, fostering individual and team growth, evaluating performance, motivating staff, and addressing concerns to ensure smooth operations and problem resolution.   

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Provide a variety of support for Expanded Services team members with responsibilities for scheduling, training, performance management, disciplinary action and career development. Oversee and manage activities of the department to include:
• Check work and progress of new team members. Proactively provide guidance and support daily.
• Be a resource to answer questions on processes and procedures including inventory, credits, sourcing, ACEs (eCommerce) and ACEs Admin., customer issue resolution, use of additional industry/company tools. Provide solutions for efficiency. Protect the Sales Associates financial impact and department vision.
• Assist team members to work across boundaries with other departments within ASB.
• Assist with vacation and sick time coverage. Promote and ensure cross training for unexpected and expected absences.
• Provide positive, as well as constructive feedback to team members on a regular basis. Escalate issues to Manager when patterns exist.
• Identify development needs and manage the reciprocal relationship between staff, Manager and organization. Pair training needs with training opportunities.
• Communicate with sales associates, vendors, etc. to resolve outstanding issues quickly and effectively.
• Handle escalated Sales or customer calls with diplomacy and tact.
• Participate and contribute in leadership and department meetings.
• Bring forward process improvement projects and take an active role in execution of those projects.
• Schedule monthly meetings with individual expanded team members.
• Provide input on interviews and participate in the hiring process.
• Write and deliver performance reviews for the development and growth of assigned team members.
• Foster an environment conducive to continuous improvement by providing and working on project needs.
• Write, deliver, and manage to the team member’s goal development plan

Assist the Expanded Services Manager by communicating job expectations; monitoring, appraising job results; coaching, counseling, developing, coordinating, and enforcing system policies and procedures.

Work with the Expanded team and Manager to optimize workflow and daily activities to ensure expanded revenue stream is strong.

Use appropriate judgment when escalating communication regarding department or employee concerns and assist in the communication for disciplinary and/or performance issues according to company policy.

Supervisory Responsibilities                                                      

Directly supervise a large team of Expanded Service representatives on assigned Expanded team(s). Responsibilities include planning, assigning, and directing work; training and mentoring of team members, appraising performance; addressing complaints and resolving problems.

What we offer:

• We are proud to offer a comprehensive range of benefits designed to support your well-being, career growth, and work-life balance.
• Comprehensive Medical
• Dental/Vision
• PTO
• Volunteer Time Off
• Paid Holidays
• Tuition Reimbursement
• Employee Ownership
• 401K

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience                               

Required: High school diploma or general education degree (GED); plus at least two to four years’ experience or education in customer service, accounting, or inventory control and two to four years’ experience as in the Print and Promotional Industry. Preferred: Associate degree in business management, finance, inventory or related field, plus two to three years’ experience in the Print and Promotional Industry.

Competencies

• Customer/Client Focus             
• Communication Proficiency        
• Collaboration
• Problem Resolution             
• Organizational Skills            
• Teamwork Orientation
• Performance Management         
• Technical Capacity            
• Leadership

Computer Skills                               

Must possess a strong working knowledge of Microsoft Office programs, understand computer technology and terms and have experience working with internet-based programs and email.

Language Skills                               

Ability to read, analyze, and interpret general business periodicals, professional journals and technical procedures.  Must be able to effectively provide routine reports and correspondence.  Ability to communicate effectively with vendors, customers, fellow employees, management and Sales Associates of organization.

Mathematical Skills                               

Ability to calculate figures and amounts such as discounts, interest, commissions and percentages.

Reasoning Ability                               

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit and occasionally required to stand or walk. Most work is done at a computer workstation, which requires repetitive wrist and hand movement.

Duties require sight, speech and hearing. Specific vision abilities required by his job include close vision.  The employee must occasionally lift and/or move up to 25 pounds. 

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  The noise level in the work environment is usually quiet.

AA/EEO/Vet/Military