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Operations Services Manager

Company: American Woodmark
Location: Riverside
Posted on: January 14, 2020

Job Description:

Purpose:

The position is responsible for managing Design, Order Processing and Customer Service activities in a Service Center. This includes coordinating and scheduling field service and providing administrative support to field superintendents and all customers/clients.

Essential Functions:



  • Responsible for creating a work environment in the customer service center that is in alignment with the company's CITE Principles and Supporting values.
  • Manage internal operation including Order Processing and Customer Service in meeting and/or exceeding job completion, just-in-time deliveries and installations, and service policy goals.
  • Achieves customer service objectives by analyzing customer service information; makes recommendations to support the achievement of strategic plans.
  • Develops action plans to improve operations, productivity, quality, and customer-service standards.
  • Works with BSR, Sales and GM to resolve customer issues.
  • Manages the manpower requirements of the Design, Order Process and the Customer Service Department by overseeing and coordinating the recruitment and on-boarding of employees and new customers. Additionally, this position is responsible for communicating job expectations; planning, monitoring, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures and the discipline of employees in the department.
  • Instruct representatives on proper handling of any situation that may fall outside the normal scope of their authority.
  • Function as a team player with sales and operations to insure effective field execution and customer satisfaction by efficiently performing order processing and scheduling of field service
  • Should be able to increase productivity and performance of the team through increased visibility through reporting and implementation of training programs.
  • Develops and implements procedures pertinent to be effective and efficient operation of the Design, Order Processing and the Customer Service departments.
  • Ability to set direction and build scorecards to drive performance of department
  • Partner with management team to align customer service department policies and systems with the company's objectives
  • Establish scorecards elements, targets and measure performance
  • Measures employee's performance and make employment decisions.
  • Assists employees in troubleshooting orders that require special handling.


    SUPERVISORY RESPONSIBILITIES:

    This job typically manages the Design, Customer Service and Order Processing departments in a Service Center.

    Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled

Keywords: American Woodmark, Riverside , Operations Services Manager, Executive , Riverside, California

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