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Operations Service Manager at American Woodmark

Posted in Other 30+ days ago.

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Location: Coppell, Texas





Job Description:
Purpose: The position is responsible for managing Design, Order Processing and Customer Service activities in a Service Center. This includes coordinating and scheduling field service and providing administrative support to field superintendents and all customers/clients. Essential Functions: * Responsible for creating a work environment in the customer service center that is in alignment with the company's CITE Principles and Supporting values. * Manage internal operation including Design, Order Processing and Customer Service in meeting and/or exceeding job completion, just-in-time deliveries and installations, and service policy goals. * Achieves customer service objectives by analyzing customer service information; makes recommendations to support the achievement of strategic plans. * Develops action plans to improve operations, productivity, quality, and customer-service standards. * Works with BSR, Sales and GM to resolve customer issues. * Manages the manpower requirements of the Design, Order Process and the Customer Service Department by overseeing and coordinating the recruitment and on-boarding of employees and new customers. Additionally, this position is responsible for communicating job expectations; planning, monitoring, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures and the discipline of employees in the department. * Instruct representatives on proper handling of any situation that may fall outside the normal scope of their authority. * Function as a team player with sales and operations to insure effective field execution and customer satisfaction by efficiently performing order processing and scheduling of field service * Should be able to increase productivity and performance of the team through increased visibility through reporting and implementation of training programs. * Develops and implements procedures pertinent to be effective and efficient operation of the Design, Order Processing and the Customer Service departments. * Ability to set direction and build scorecards to drive performance of department * Partner with management team to align customer service department policies and systems with the company's objectives * Establish scorecards elements, targets and measure performance * Measures employee's performance and make employment decisions. * Assists employees in troubleshooting orders that require special handling. SUPERVISORY RESPONSIBILITIES: This job typically manages the Design/Estimating, Customer Service and Order Processing departments in a Service Center. Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled