Commercial Services Supervisor

Position Summary: The Commercial Services Supervisor is responsible for coordinating and overseeing the flow of commercial work and materials across branch operations, ensuring alignment between sales, administration, and warehouse execution. This role performs key administrative and operational functions while driving consistency, accountability, and adherence to company standards across all commercial administrative personnel. The position serves as a central leader in enforcing process discipline, training, billing accuracy, and operational execution across assigned branches.

Essential Duties and Functions: To perform this job successfully, the individual occupying this position must be able to perform essential job functions set forth below with or without reasonable accommodation. The requirements listed below are representative of the knowledge, skill, and/or abilities required.

Operational Execution & Oversight

• Oversee that communication standards with customers are met; implement new policies for improvement where necessary.
• Monitor and ensure warehouse teams use correct procedures for receiving and scanning inventory.
• Ensure collection of COD payments prior to job execution; enforce compliance across applicable personnel.
• Manage proper credit procedures including distribution, completion, and approval of credit applications before dispatch.
• Monitor and enforce credit limits for repeat customers; escalate risks to branch leadership as needed, especially for customers with multiple projects across branches.
• Review documentation for completeness, accuracy, and compliance with company and contract standards; ensure team adherence.
• Review move ratings, storage, and project alignment with contract specifications and company guidelines.
• Review monthly billing with each branch to ensure accurate and timely submission of commercial storage billing.
• Collaborate with revenue processing to support accurate billing cycles across branches.
• Ensure proper use and accuracy of WISE work orders and supporting documentation.
• Train commercial staff at each office location on RAMP implementation replacing WISE.
• Oversee subcontractor and third-party vendor processes ensuring COIs, agreements, W-9s are in place along with vendor numbers in Ace systems.
• Ensure third-party billing is received accurately, charged properly, and coded correctly for accounting purposes.

Leadership & Process Management

• Provide leadership and potential dotted-line leadership to all commercial administrative personnel across assigned branches establishing clear expectations and accountability.
• Partner with branch leadership on hiring, onboarding, training, and performance management of commercial administrative staff.
• Audit monthly billing across all branch commercial activities ensuring accuracy, consistency, and compliance with company standards.
• Develop, implement, and enforce workflows strengthening coordination between warehouse operations and administrative functions.
• Lead development, implementation, and continuous improvement of SOPs governing sales-to-operation workflows.
• Ensure consistent execution of processes by training, auditing, and reinforcing adherence to standards across branches.
• Create structured onboarding/training programs ensuring effective integration of new team members.

Other Duties and Responsibilities:  This document in no way states or implies that these are the only duties to be performed by the individual occupying this position. This is a representative list of the general duties, and it is not intended to be all-inclusive.

• Lead training/retraining initiatives for branch coordinators to reinforce process consistency/performance expectations.
• Contribute to ongoing development/refinement of commercial processes/procedures organization-wide.
• Provide cross-branch support during staffing gaps while maintaining service continuity.
• Review monthly sales commission discrepancies; implement procedures to reduce such discrepancies.

Technology Skills:

• Proficient in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
• Competent with Microsoft Teams.
• Proficient in Movers Suite O&I and WISE systems.

Minimum Qualifications (Knowledge, Skills, and Abilities): The following are required to enable job holders to perform the essential functions of the job.

• High Minimum 3 years related work experience.
• Bachelor’s degree or equivalent work experience.