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Form of workJob Description
Job Summary:
Manger, direct, and coordinate the operational activities of the Customer Service Center (CSC). Effective execution of this role requires a high percentage of this individuals time to be directly involved with order processing to determine performance first hand, engage employees on issues and encourage continuous improvements.
Responsible for overall performance of their assigned service location(s) including but not limited to employee safety, product quality, inventory maintenance, optimizing fulfillment scheduling and execution, by applying knowledge of distribution methods, processes, software applications and equipment. Uses key metrics to determine performance and areas for improvement. This position is responsible for directing and supervising all CSC activities.
Duties and Responsibilities:
1. Plan, forecast and order the optimal level of inventory to satisfy territorial customers
2. Provides leadership and development of key personnel by establishing performance standards and accountabilities. Builds, develops and manages the warehouse team members. Capable of carrying out needed operational strategies and maintain positive employee relations through a strong interactive presence.
3. Establishes and works to achieve key distribution performance metrics designed and directed to produce business plan, or better, gross margin performance. Elements to include optimization of labor, inventory controls, and key cost containment initiatives.
4. Actively engages in continuous improvement on a daily basis using appropriate tools and techniques to achieve world class performance.
5. Plans and develops methods, work instructions, standard operating procedures and labor schedule for implementing activities.
6. Develops and maintains a working relationship with the Marketing and Sales organization to ensure common understanding of product knowledge, capabilities, market trends, and customer expectations.
7. Visual management techniques are to be used to monitor site performance through establishing and use of visual controls for business processes. Implements changes to improve quality and overall site efficiency through analysis of performance scorecard data and root cause analysis.
8. Recruits or requests assignment of personnel who have knowledge and experience in assigned areas within the CSC location.
Duties and Responsibilities:
:9. Investigates all order processing issues promptly and uses appropriate applications and/or resources to determine root cause and corrective actions. Takes appropriate actions to implement corrective actions quickly to insure all deficiencies have been addressed.
10. Assists in managing location based cost allocations based on given budget; controls expenditures accordingly.
11. Manages, develops, trains, coaches, and evaluates all members of the site/regional teams. This includes conducting annual performance appraisals for all local and remote site employees.
12. Coordination of time and attendance system / labor reporting, coupled with timely approval of working hours and attendance.
13. Ensures that company policies and procedures are followed in a consistent manner is coordination with the Human Resource Department.
14. Performs all other duties as assigned by the Supply Chain Operations Manager.
15. Must adhere to all company policies and safety rules.
16. Must be able to work extended hours when required.
17. Travel may be required
