Consolidation Hub Supervisor

Position Summary
The Consolidation Hub Supervisor is responsible for managing the day-to-day operations of the Bonded Warehouse Consolidation Hub, ensuring efficient coordination between customers, warehouse operations, customs, transportation, and supporting functions. This role serves as the operational control tower to deliver excellent customer service while ensuring compliance with customer SOPs, bonded warehouse regulations, security requirements, and operational KPIs.
The Supervisor leads daily operational execution, supervises the coordination team, drives continuous improvement initiatives, and serves as the first level of escalation for operational issues.
Key Responsibilities
1. Operations Management
• Supervise daily inbound, outbound, inventory, consolidation, and picking operations to ensure smooth execution.
• Review customers' daily operational requests and allocate work priorities to the warehouse operations team.
• Ensure all operational activities are completed within agreed service levels and customer requirements.
• Coordinate with warehouse, transportation, customs, customer service, and regional teams to ensure seamless operations.
2. Customer Relationship Management
• Serve as the primary operational contact for assigned customers.
• Conduct regular operational reviews with customers and maintain effective communication regarding daily activities and service performance.
• Manage customer expectations and proactively provide operational updates.
• Support new business implementation and operational onboarding.
3. Team Leadership
• Supervise and coach the Consolidation Hub coordinators and operational support staff.
• Assign daily workloads and monitor team performance.
• Develop team capabilities through coaching, training, and performance feedback.
• Foster teamwork and promote a customer-focused working culture.
4. Performance & KPI Management
• Monitor operational KPIs, including:
o On-time inbound and outbound performance
o Inventory accuracy
o Picking accuracy
o SLA compliance
o Productivity
o Customer satisfaction
• Analyze operational performance and implement corrective actions when KPIs are not achieved.
• Lead continuous improvement initiatives to improve productivity, quality, and service performance.
5. Incident & Risk Management
• Lead investigations into operational incidents, including shipment delays, inventory discrepancies, cargo loss, cargo damage, and SLA failures.
• Conduct root cause analysis and implement corrective and preventive actions (CAPA).
• Escalate critical operational, system, customs, or security issues to management and customers when required.
• Ensure timely closure of all incidents and preventive actions.
6. Compliance & Quality
• Ensure strict compliance with customer SOPs, bonded warehouse regulations, customs requirements, and security standards.
• Support internal, customer, and regulatory audits.
• Maintain operational documentation and ensure process compliance.
7. Financial & Administrative Responsibilities
• Review monthly operational records and verify billing information.
• Validate debit notes and coordinate invoicing with Finance.
• Monitor operational costs and identify opportunities for cost optimization.
• Support budget planning and resource utilization.
8. Reporting & Continuous Improvement
• Prepare daily, weekly, and monthly operational reports for customers and management.
• Analyze operational trends and recommend process improvements.
• Participate in system enhancement projects, SOP development, and digitalization initiatives.
• Support cross-functional projects assigned by management.
9. Other Duties
• Support business continuity planning and peak-season operational planning.
• Participate in customer meetings, operational reviews, and business presentations.
• Perform other duties assigned by the Operations Manager or senior management.
Key Performance Indicators (KPIs)
• SLA Achievement
• On-Time Inbound/Outbound Performance
• Inventory Accuracy
• Picking Accuracy
• Customer Satisfaction
• Incident Resolution Lead Time
• Billing Accuracy
• Productivity
• Audit & Compliance Results
• Continuous Improvement Initiatives