Operations Manager

Warrenville, IL

The Operations Manager is responsible for managing the order fulfillment and customer support processes at assigned branch locations. This includes responsibility for exercising independent judgment to provide a seamless customer experience by leading the order fulfillment team. This may include project coordination, service coordination, warehouse and delivery functions, and/or installation. Responsible for the identification, development and implementation of programs, policies and procedures that support total customer satisfaction, company profitability and market share growth.

Responsibilities

Responsible for ensuring that all customer expectations regarding order fulfillment are met:
Ensure adequate and efficient staffing strategies
Drive accuracy and urgency within the order fulfillment group
Encourage utilization and continuous improvement of order fulfillment processes, systems, and metrics
Responsible for the direct supervision of exempt and/or non-exempt team members as assigned. This includes, but is not limited to, selection, training, performance evaluation and development, skills assessment, discipline and discharge, payroll reporting and staffing
Review financial statements on a regular basis to analyze trends and identify opportunities
Considers strategic opportunities and shares information with staff to develop decision making ability and growth
Respond to and/or delegate escalated customer inquiries (i.e. missing items, wrong items, delivery questions, product issues, etc.) and ensures resolution
Drive the accuracy and efficient management of inventory levels and recommend ways to improve our return on assets managed; oversee quarterly physical inventory process
Serve as a key management sponsor of company Safety Program (participate in meetings, recommend policies and procedures, enforce safety policies and procedures, conduct safety audit tours, review accident analysis and trends; accident statistics and reports)
Provide leadership for all company efforts toward continuous improvement (including kaizens)
Drive the development of measurement tools to accurately gauge opportunities for improvement and the success of continuous improvement efforts

Operational Efficiency

Responsible for planning and maintaining department budgets (expense and capital)
Ensures efficiency, cost measurement and analysis, strategic cost planning, and overall profitability
Identifies opportunities to drive operational efficiency; Implements and/or delegates necessary action to realize benefits
Regularly reviews growth objectives, analyzes facility utilization (or potential utilization) and implements strategies to support appropriate facility usage
Recommends control procedures to prevent product or customer shortages, to prevent material waste, or to prevent order fulfillment delays
Negotiates all new lease or purchasing agreements for company delivery and/or service vehicles
Has ultimate responsibility for vehicle fleet safety, particularly DOT compliance
Is a branch knowledge leader and resource on the usage of systems in the order fulfillment process
Maintains the integrity of system information, develops processes for usage, trains employees, develops understanding of systems integration, and maintains consistency of systems usage within order fulfillment department
Researches systems capabilities to leverage and/or optimize their functionality

Supervisory

Responsible for hiring and training; planning, assigning, and directing work; appraising performance; rewarding and disciplining behaviors; addressing and resolving concerns and facilitating professional development
Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws
Responsible for establishing customer service driven performance criteria, conducting regular performance evaluations and any necessary disciplinary proceedings within the department
Responsible for the overall, efficiency, quantity and quality of work performed in all order fulfillment processes. This includes ensuring all key positions have adequate back-up and providing resources for all individuals to perform their functions
Provides truthful and timely feedback to all employees
Remains alert to changing signals in employee engagement

General Management and Integration

Acts as a liaison in creating proactive communication between all departments. This includes working closely with human resources, sales, finance, and service to identify and resolve potential process and training issues. Maintains open lines of communication and seeks input of others to ensure constantly improving levels of customer satisfaction
Acts as a point of contact for and cooperates with requests from company
Participates in Subsidiary planning and communication regarding operational objectives and/or opportunities to drive consistency
Exhibits superior communication skills and the ability to maintain professionalism in times of great adversity and pressure
Displays strong problem resolution skills and the aptitude to overcome substantial obstacles to satisfy customers’ needs
Enforces company and department policies when applicable
Fosters integration throughout the entire organization
Work with other members of management to instill and promote the facets of the business

Other General Responsibilities

As necessary, research, create, authorize, implement and update documents such as policies, procedures, forms and standard work
Attend appropriate professional seminars and workshops and review reading materials and professional journals to keep current with changing business trends
Ensure the availability of statistical information/reports (i.e., pre-finish metrics, shop assembly production, load/unload production, weekly and monthly shipments, etc.) for management.
Attend and sometimes facilitate company or department meetings/training sessions, product training sessions, etc.

Skills/Knowledge

Must be able to develop a strong understanding of all products and their applications
Must have outstanding problem-solving skills and the ability to demonstrate a high level of responsiveness towards urgent customer issues
Must exhibit superior communication skills and the ability to maintain professionalism in times of great adversity and pressure
Works collaboratively and creates a sense of trust and reliability with internal team and customers
Demonstrates a strong work ethic and flexibility towards the needs of the business
Leverage the expertise of other internal team members as appropriate
Champions change and innovation within the organization
Focused on details and follow through
Proficiency with Microsoft Office, smart devices, and the ability to learn proprietary software programs and applications

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education And/or Experience

Bachelor’s degree from four-year college or university; or five to ten years related experience and/or training, or equivalent combination of education and experience.
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