Operations Manager

Position Overview :

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 / Accountabilities includes the following but not limited to :

• 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
• Develop and regularly communicate operational objectives and strategies to various stakeholders (i.e. sales staff, order fulfillment team, Subsidiary branches and Pella Corporation)
• Must develop an expert level understanding of all Pella products and their applications
• 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

Pella Proprietary Systems

Supervisory

General Management and Integration

Other General Responsibilities

Skills / Knowledge :

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.

Language And Communication Skills

Excellent verbal and written English language skills are required as well as good public relations, public speaking, instructional / teaching, and customer service skills. Ability to read, interpret, understand and explain documents such as company policies and benefits. Ability to effectively present information to others, gather information from others, and respond appropriately to questions from employees, managers, co-workers, agents, customers, and the general public. Must be able to listen, assess and diagnose hidden meanings, and empathize. Must be able to resolve conflict in the best interests of the business and our customers. Must display excellent phone and email etiquette, and the ability to communicate in a professional manner.

Mathematical And Reasoning Skills

Must have ability to understand and communicate basic math associated with operational costs and / or revenue. Must have the ability to interpret financial reports and commonly used company performance reporting methods.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit and use hands to finger, handle, or feel, especially with use of the phone and computer. The employee frequently is required to reach with hands and arms and talk or hear especially in use of the telephone and meetings. The employee is occasionally required to stand, walk, stoop, kneel, crouch, or crawl. The employee may occasionally lift and or move up to 25 lbs. Specific vision abilities required by this job include close vision, and ability to adjust focus to read written company forms, correspondence, policies, brochures, state / local / federal employment law manuals, and other documents and reading materials as well as the computer.

Must be available to work outside a "normal" work week (overtime) as necessary, including evenings and weekends.

Full job description listed at Pellacareers.com