The Customer Operations Supervisor will report directly to the Customer Operations Manager and will be accountable for the daily operations of their team as well as the performance management of all employees on their team within the department. Customer Operations serves as the Company's primary point of contact for all internal and external customer inquiries regarding product lines to include, weekly shortages, weekly service ratings, daily order changes, order rushes, mis-shipments, and daily channel and sales correspondence.
Directly manages the performance, growth, and development of the employees on the team and indirectly manages others within the department as needed. (50%)
Meet with all direct reports on a minimum bi-weekly basis to discuss their performance and growth and development objectives. This is a listening session as much as a coaching session.
Manage and monitor the performance of employees on their team to ensure they maintain the proper metrics and to identify issues early that can be corrected resulting in increased engagement and retention as well as eventual promotion.
Create a succession plan for themselves and their team and close the gaps at a satisfactory pace.
Manages weekly order flow and serves as a key interface between Customer Operations, Logistics, Sales, Transportation, and the Channel for all issues. (40%)
Ensure that service delay targets are met for Customer Operations and corrective actions are in place to reduce the incidence of service failures.
Minimize the impact of weekly shortages through proactive communication with channel partners and the Company's sales teams.
Identify and spearhead the correction of core inefficiencies within the execution of the service model.
Monitor order adherence to sourcing, mixing, and market profile requirements.
Facilitate Channel communications regarding product offering changes.
Approve and execute rush shipments of materials.
Allocate CAR resources to efficiently and effectively exceed the customer's expectations.
Monitor and document daily attendance.
Generate reports on CAR efficiency and workflow output on a monthly basis while allocating the proper resources to BAU and projects.
Serves as a functional backup for other functions at the Customer Operations Manager's discretion. (10%)
Backfill the Customer Operations Manager when out of the office.
Assist other departments with operational focused projects and improvements.
The position responsibilities outlined above are in no way to be construed as all encompassing. Other duties, responsibilities, and qualifications may be required and/or assigned as necessary.
The Customer Operations Supervisor will be required to possess decision making skills in line with the need to address day-to-day operational challenges such as order entry, shortage reporting, and one-on-one coaching within the scope of normal business situations that occasionally deviate from predicable results but still remain within normal codes of conduct. The incumbent's decision making initiative is expected to be independent in a high accountability team environment.
The Customer Operations Supervisor leads a team of up to 10 Customer Account Reps within the Customer Operations Department. Additionally, the incumbent must possess the ability to display a high degree of collaboration with Customer Operations, Transportation, Logistics, Sales, Credit and the Channel functions.
Scope of Position:
The incumbent spends the majority of his/her time coaching and developing his/her employees to achieve the operational tasks of the business as required in the service of our customers. They frequently interface with various internal and external customers to ensure effective communication with regard to all issues regarding servicing the customer and oversees the performance of the Customer Operations Team.
Knowledge, Skills, and Abilities:
Demonstrated ability to build strategic working relationships while holding parties accountable for deliverables through direct or indirect leadership.
Demonstrated ability to coach others.
Demonstrated ability to identify and understand issues or problems using data and metrics.
Demonstrated ability to use effective approaches for choosing a course of action or developing an appropriate solution.
Demonstrated ability to act independently upon information and make decisions that achieve optimal results.
Superior interpersonal and written/oral communication skills.
Demonstrated intermediate skills with the standard features of various personal computer word processing and spreadsheet software (Microsoft Word and Excel, PowerPoint, Outlook, Internet, and other proprietary software).
Ability to successfully manage multiple tasks and prioritize workload while paying attention to detail.
Demonstrated ability to function as a strong team player.
Willingness and ability to travel as appropriate, up to 15% of the time.
Bachelor's Degree and/or related work experience.
Four or more years of progressive responsibility in a customer facing environment.
Two or more years of "front line" experience (i.e.: leading CARs), to include interviewing, performance management, discipline, training, and development.
Decision Making: Identifying and understanding issues; problems, and opportunities; comparing data from different sources to draw conclusions; using effective approaches for choosing a course of action or developing appropriate solutions; taking action that is consistent with available facts, constraints, and probable consequences
Customer Focus: Making customers and their needs the primary focus of one's actions; developing and sustaining productive customer relationships.
Developing Others: Planning and supporting the development of individuals' skills and abilities so that they can fulfill current or future job/role responsibilities more effectively.
Work Standards: Setting high standards of performance for self and others; assuming responsibility and accountability for successfully completing assignments or tasks; self-imposing standards of excellence rather than having standards imposed.
Planning and Organizing: Establishing courses of action for self and others to ensure that work is completed efficiently.
Information Monitoring: Setting up ongoing procedures to collect and review information needed to manage an organization or ongoing activities within it.
Stress Tolerance: Maintaining stable performance under pressure or opposition (such as time pressure, or job ambiguity); handling stress in a manner that is acceptable to others and to the organization.
James Hardie is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran status, among other things, or as a qualified individual with a disability. Equal Employment Opportunity is the law.
Nearest Major Market: Chicago
Job Segment: Manager, Supply, Logistics, Performance Management, Operations, Management, Human Resources