Ensure highest level of customer service though the effective leadership and management of the Logistical Services Parts team. Ensures department objectives are achieved and maintained with a targeted emphasis on continuous improvement activities under the current business strategy.
This position requires a proactive working manager who is competent in the order entry of simple and complex component order types within the One4AL system. The manager is expected to train, develop, and assist individual members of the team when required.
Provide Leadership and direction for staff
Develop, implement, monitor, and assure team adheres to individual and department quality standards, deadlines, procedures and KPI’s.
Proactively manages team capacity and workload distribution. Assigns and monitors customer accounts to specific Logistical Services Parts personnel.
Perform annual reviews and provides recommendations for merit increases
Participate in recruitment and selection for new employees
Interpret and communicate work procedures and company policies to staff
Develop the team flexibility through cross training
Lead and direct Alfa Laval Production System (ALPS)
Cell Status Board Performance and improvement meetings
Implement and monitor KPI’s based on business and departmental requirements
Standard Operating Procedure (SOP) creation and matrix development
Business systems and processes
Provides system and process training to personnel for most efficient order entry and order administration.
Active member of US One4AL Super User core team.
Review and test ERP system releases and provide feedback
Ensure team members are managing backlog to ensure orders are updated and invoiced properly
Coordinates with AMDC to resolve any parts issues or warranty claims.
Schedules personnel to ensure daily phone and internet coverage, as well, as after hours and holiday schedules to ensure 365/24/7 coverage.
Works closely with our Service Sales Technical Support team to solve specific customer parts issues.
Coordinates with Service Sales regarding special order purchases outside the normal logistics channels.
Encourage team to self-learn and look for internal solutions to customer inquiries
Coordinates team to support chat responses and distribute to other teams
Coordinates with the Customer Experience Project Manager to identify products for stock levels to support customer needs.
Provides necessary support to Shared Services regarding Account Receivable issues and accounts payable issues.
Maintains a schedule to cover the customer service website.
Provides a schedule of responsibility during summertime vacations
Ensures team is trained and knowledgeable on company policies pertaining to Purchase Orders, Terms and Conditions and other commercial aspects of a customer order
Education (degree or years) and/or Certification/Registration
Two-year Associate Degree in Business Administration or equivalent experience
Type and Length of Experience
Minimum of five years practical.
Experience in manufacturing or distribution environment preferred.
Experience in customer service, inside sales or sales.
Previous leadership/management experience.
Ability to manage a team virtually
Knowledge, Skills, Abilities and Attributes Desired
Ability to coordinate inter-activity between all departments and make decisions based on available data and instinct.
Strong managerial and leadership skills. Ability to modify leadership style and management approach to reach company goals and objectives.
Strong ERP, CRM, and other business-related system experience
Knowledge of inside sales and call center functions
Experience with methodologies used in manufacturing to include improvement
Excellent communication skills, both written and verbal. Ability to direct personnel in team direction to accomplish specific goals
Strong attention to detail
Strong project management skill set
Strong analytical approach to problem solving
Strong decision-making ability
Advanced knowledge of standard word processing, spreadsheet, and database applications.
Job requires a willingness to lead, take charge, and offer opinions and direction