General Manager Fulfillment

Job Summary

This position is responsible for the successful execution of order fulfillment and post-sale services for the Retail, Trade, and Commercial departments. This includes product delivery, installation, recovery, service, and jobsite closeout. The GM OF FULFILLMENT is directly responsible for the satisfaction of our customers. This is achieved by developing and implementing strategies and tactics that ensure jobs are completed on-time and as scheduled, that installers, technicians, and subcontractors are performing quality work and by consistently improving first-time completion.

Duties and Responsibilities

Essential:

· Ensuring first time completion in all functions (delivery, installation, service) – the job is done right the first time

· P&L Management of all fulfillment divisions – Trade, Commercial and Retail

· Develops strategies, tactics, and action plans to drive efficiency and to achieve objectives

· Lead operational and cross-functional continuous improvement process

· Provides strategic leadership and guidance to develop, coach and mentor staff

· Record and analyze employee and subcontractor performance, quality, and adherence to established guidelines, OSHA compliance, and lead-safe practices

· Ensure labor capacity needs are met by consistently recruiting and onboarding both subcontract and in-house installation and Fulfillment Staff

· Developing and executing initiatives designed to increase customer satisfaction and first-time completion in all areas

· Lead scheduled meetings and training sessions with subcontractors and employees

· Address and resolve customer complaints and job-site issues

· Lead the team in handling escalated customer satisfaction issues

· Primary responsibility for satisfying customers to insure full payment of all invoices.

Non-Essential:

· All other duties as assigned by the Pella by HORNE President and/or General Manager or designee

Expectations

· The Main Thing of Pella by Horne – Personal responsibility for complete customer satisfaction.

· Continuous Improvement of all operations and fulfillment functions including First-Time-Completion, Recovery First-Time Completion, collection of delinquent accounts, Customer Satisfaction, Installation Quality and Lead Time, and profit performance of these functions.

· Follow established procedures & team values.

· An absolute commitment to providing a differentiated and superior experience to our customers

Knowledge

· Working knowledge of general construction practices and procedures

Skills

· Demonstrated leadership and coaching skills

· Demonstrates a solid understanding of financial management (budgets, P&L, forecasting/planning)

· Strong project management skills

· Strong written and verbal communication

· Ability to use Microsoft Office software with intermediate level of expertise

· Ability to learn and to use proprietary software

Attitudes

· Honesty, integrity, ethical, personal responsibility

· Demonstrates a professional manner

· Results Driven – Goal Oriented

· Coach

· Decisive

· Emotional Intelligence

· Disciplined – Process Driven

· Organized – Time Management

Physical Requirements

Must be able to:

· Frequently lift and carry objects >50 lbs. using safe lifting techniques

· Drive on public roads in all weather and at any time of day

· Use measuring devices

· Visually examine or inspect material

· Orally present information

Licenses and Certifications

State of Michigan Builder’s License (If not presently licensed, you will be expected to obtain the license)

Job Type: Full-time

Pay: $150,000.00 - $170,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Day shift

Work Location: In person