Dealer Operations Manager

SUMMARY

Responsible for the overall delivery and success of dealer based orders by proactively and successfully managing, planning, and coordinating activities within prescribed cost and time demands. Serve as the main contact for dealers and internal KSC departments to ensure timely project completion to exceed customer satisfaction expectations. Positively manage orders for on time delivery and to protect profit margins and strive to improve profit over and above original projections.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

• Review orders with dealer representatives to understand milestones and recommend ordering procedures to meet site logistics and customer expectations.

• Assist in the determination of whether a prototype or mock up is needed and work with various departments to schedule, track, communicate and ensure completion to appropriate time commitments.

• Visit jobsites, as needed, to review product quality or installation issues.

• Receive and review all change orders including JMR's, CSR's, and DFO's to establish appropriate priority that will meet customer expectations while keeping in mind manufacturing proficiency.

• Initiate and track the change order process within the limitations of the system and individually price change orders and back-charges appropriately. Author all appropriate change order communication.

• Investigate, order, and schedule shortages and damaged goods for timely replacement.

• Review backlog to reconcile and initiate the deduction of charges process to ensure proper reporting of cost. Ensure the processing of final payment is complete and accurate by working Order Entry.

• Advocate for dealers and customers while protecting Company interests.

• Review specific orders, as identified by Sales Management as potential margin improvement orders, and work with Product Development, Engineering, and Purchasing to identify opportunities for margin improvement.

• Review orders with Engineering, Purchasing, and Sales to understand and meet customer expectations by providing customer related information and order feedback to the various internal departments.

• Provide on time delivery, quality issues and other metrics to management for Quarterly Business Reviews.

• Other duties as assigned by Supervisor.

SUPERVISORY RESPONSIBILITIES

Direct the work of Dealer Project Specialists and Support Coordinators within assigned dealer(s).

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE

Bachelor's degree in Architecture, Construction Management or Business Management with 3 plus years of project management and/or customer service management experience; or an Associate's Degree with 5 plus years of experience; or 10 plus years of experience with at least 5 years of prior Kewaunee project management or customer service experience.

Prior experience should include:

• Proficiency in the understanding of order flow processes in a manufacturing environment

• Working knowledge of project management to successfully mitigate issues of delay and/ or increased costs

• Proven track record of customer service success both internally (with other Company departments) and externally (direct customer / client)

• Ability to obtain product knowledge quickly to be a resource inside and outside the Company

• Possess a working knowledge of manufacturing procedures and processes desired.

• Must have outstanding oral and written communication skills

• Proficiency in Microsoft Office Products including: Outlook, Excel, Word and must have prior ERP experience (Syteline preferred)

• Successful work record that includes analysis, issue identification, and problem solving skills

LANGUAGE SKILLS

Ability to read, analyze, and interpret common scientific and technical journals, financial reports, and legal documents. Ability to respond to common inquiries, complaints from customers, contractors, architects, subcontractors and attorneys. Ability to write specific and detailed business letters that conform to prescribed style and format. Ability to effectively present information to all levels of management and Associates.

MATHEMATICAL SKILLS

Ability to apply advanced mathematical concepts. Ability to apply concepts such as fractions, percentages, ratios and proportions to practical situations.

REASONING ABILITY

Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

CERTIFICATES, LICENSES, REGISTRATIONS

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 with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee regularly is required to sit and frequently walk. The employee is occasionally required to stand; climb or balance; stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

WORK ENVIRONMENT The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is occasionally exposed to wet and/or humid conditions, fumes or airborne particles, outside weather conditions. The noise level in the work environment is usually very quiet but can be moderate while visiting the factories or job sites.

Must be able to travel to job sites and follow all safety precautions required.