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