Customer Service/Office Manager

Exercises responsibility for developing and managing a business operation with customer & team member satisfaction by directing, coordinating and monitoring branch operation and personnel development activities.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Plans, directs, and organizes all of the operational daily activities of the branch.

• Supervises the physical operations of the branch, including receiving and storing of materials, equipment, merchandise and supplies, as well as inventory control.

• Oversees the customer service and shipping team.

• Manages inventory to ensure compliance with customer and company expectations.

• Works closely with purchasing manager, arranges for special inventories, cycle counting, and reconciling book inventories with physical counts.

• Provides for the inspection of incoming material against orders and specifications for correctness and defects, arranges return of defective material.

• Handles details of personnel administration in conjunction with the HR department. This may include implementing and interpreting company policy, planning and implementing training programs, ensuring adequate staffing levels, recruiting, coaching and discipline, performance review management and other HR functions as needed.

• Analyzes and evaluates branch operations with respect to quality and safety standards. Directs safety program for the branch.

• Maintains awareness of current transportation rates, selecting and using those which consistently provide the best service and value.

• Recommends and implements improvements in office and warehouse environments to promote efficiency, faster service and lower costs.

• Manages local vendors, including new vendor set up and part number additions.

• Assists account reps in developing and implementing sales and profitability plans.

• Communicates effectively with other locations and senior management by sharing information on effective practices, competitive intelligence, business opportunities and needs.

• Interfaces with local sales team to ensure optimum customer satisfaction.

QUALIFICATIONS

• Completion of four year college degree and/or equivalent experience in operations, logistics, transportations, warehousing or customer service with 5 years of previous operations management, warehouse management or supervisory experience required.

• Experience supervising, coaching and developing staff.

• Previous demonstrated ability in development and implementation of business plans and goals, which has included incentive plans to increase sales and profitability.

• Understanding and application of effective selling strategies and techniques.

• Must possess a “can do” attitude and be committed to getting the job done.

• Strong organizational, computer and phone skills necessary.

• Excellent verbal and written communication skills a must!

Work Hours

Typical Monday-Friday 8-5 office hours. Overtime may be required as part of normal business operations.

Physical Environment

The performance of this position may occasionally require exposure to the operations areas where certain areas may require the use of personal protective equipment such as safety glasses with side shields and mandatory hearing protection. For the most part ambient room temperatures, lighting and traditional office equipment are present as found in a typical office environment. Individuals may need to sit or stand as needed. May require walking primarily on a level surface for periodic periods throughout the day. Reaching above shoulder heights, below the waist or lifting up to 55lbs as required. Proper lifting techniques required.