First Bank

POSITION TITLE: Services Manager

REPORTS TO: DC Operations Manager/Regional Operations Manager/Director of Customer Strategy & Service.

SUMMARY

The Services Manager of Customer Support Analytics is a role for the strategic purpose of full-time focus on developing, tracking, compiling, analyzing and communicating measurements of business activity that describe customer service and experience. This role will provide the company with a better understanding of the customer as well as opportunities to improve overall customer service and support. This position will be responsible for providing data-driven insights focused on our customers in the form of analytics, reports and presentations generating compelling and actionable insights for all stakeholders. The ideal candidate will exhibit a passion for the customer, a positive motivational style that inspires all employees to become customer focused and a strong background in reporting analytics.

The Services Manager is responsible for the duties listed below and managing the Customer Support Analysts’ supporting our customers’ needs. This is a working managerial position in which accounts will be assigned to the Services Manager in addition to support staff is volume determines additional resources.

The Services Manager position is responsible for project management of assigned customers or account managers. They will act as a liaison between sales, the customer, preproduction, production, assembly, and shipping making sure the project remains on its critical path. They will have direct contact with appropriate parties, to clarify questions, secure necessary approvals and relay production status and shipping status on each job or project.

DUTIES AND RESPONSIBILITIES

• Must be able to lead and communicate at a high level to Customer Support Staff, Production employees, Management and Customers
• This position must be computer literate.
• General office duties, ordering supplies, scanning/faxing, filing, answering phones
• Maintain excellent working conditions, a safe work environment, and high morale within the plant.
• Review and ensure that all plant goals regarding in-bounds, out-bounds, on-time deliveries, backlog, and other product quality and performance issues are being met.
• Attend scheduling meetings
• Monitor inventory and warehouse items. Provide input to management as to availability of stock, slow moving, and fast moving items.
• Keep DC Operations Manager and Production Manager informed regarding problems or situations that may affect the overall production operation of the plant.
• Must display emotional control in time sensitive situations and be able to multi-task
• Must be able to communicate clearly and effectively
• Comply with company policies and procedures.
• Experienced in Microsoft Office is required
• Any additional duties as assigned by management

Position requires Data input to perform the following tasks:

• Transfer built orders into Supply Connect program
• Print productions orders
• Maintain spreadsheets
• Maintain and run reports
• Print production labels and needed forms
• Review and understand backlog
• Maintain and Builds shipping load folder which contains: pick slips, labels, draft manifest, PO sheet
• Input data into customer sites such as TMS, TMC
• Coordinates appointments for shipment pick up
• Assists with activities involving customer requirements
• Maintain customer files.
• Scan and email all BOL to Retail’s Central Receiving Manager

EDUCATION and/or EXPERIENCE

High school diploma or GED

Candidates are PREFERRED who offer the following:

Experience working in a manufacturing environment

Computer data-entry experience

Experience in Supply Chain

Experience in the corrugated box industry

LANGUAGE SKILLS

Excellent communication skills. Ability to read and interpret documents such as sales reports, operating instructions, and training and procedure manuals. Ability to write routine reports and correspondence.

MATHEMATICAL SKILLS

Ability to add, subtract, multiply, divide in all units of measure. Ability to compute rates, ratios, and percentages and calculate figures and amounts such as discounts, costs, proportions, and volumes.

REASONING ABILITY

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram (graphic) form. Ability to solve a variety of problems and deal with a variety of situations where only limited information or standardization exists.

TECHNICAL SKILLS

Application knowledge and skill for computer data entry

Application knowledge of products and production processes

Quality standards – knowledge of the DC Quality System along with Customer requirements

PHYSICAL DEMANDS

Employee is regularly required to walk and talk and hear, stand, and sit. Vision requirements include: close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

WORK ENVIRONMENT

While performing the duties of this job, the employee is frequently exposed to wet and/or humid conditions, moving mechanical parts, and fumes or airborne particles. The noise level in the work environment can be loud.

PERFORMANCE MEASUREMENTS

The performance of the Services Manager will be measured as follows:

• Operating standards - The employee will need to meet or exceed the Operating Standards set in the Distribution Center. Such standards will be set annually and communicated to the Admin.
• Personal growth - Each year there will be professional goals developed and agreed to by the Services Manager and the DC Operations Manager.
• Employee relations – The employee will be evaluated regarding behaviors associated with appropriate human interaction, respect and communication.
• Creativity - This will be evaluated by how active the employee is in participating in advancing the business through new and innovative ideas.

Equal Opportunity Employer/Minorities/Females/Disabled/Veterans