Operations Supervisor (Service & Installation)

About the role

The Operations Supervisor plays a key role in servicing our customers. The position is responsible for managing all aspects of the daily operations including operational process adherence, field team metrics, sub-contractor base performance metrics, and customer satisfaction.

Responsibilities

• Ensure compliance with safety rules, regulations, procedures and good housekeeping practices for the entire facility and company leased vehicles
• Responsible for the discipline, morale, performance, and professional development of every spoke employee
• Communicate goals to each Spoke Employee, monitor performance, and provide coaching
• Manage Sub-Contractor Insurance Log - communicating with sub-contractors to ensure the required documentation is up to date, logged, and stored properly
• Focus on eliminating troubleshooting costs through continuous process improvement and process adherence of the Operations staff
• Work with Senior Operations Manager to solve performance issues with our internal staff and external customers
• Update KPI’s on “One Touch” on a weekly basis
• Ensure accurate and timely invoicing to customers of all materials for full kitchens and service completed daily
• Focus on inventory turns and minimize the length of time product sits at the 3PL
• Ensure regular field audits are performed, checking for adherence to Masterbrand Installation Procedures and OSHA safety guidelines
• Complete quarterly sub-contractor report cards and sub-contractor meetings
• Prepare for and lead monthly staff meetings
• Review financial monthly analysis with Senior Operations Manager
• Manage and approve hourly employee time clock entries
• Process sub-contractor payroll
• Submit invoices for payment weekly and create / receive Oracle PO’s
• Manage local safety stock inventory and ensure cycle counts are being performed
• Manage purchase and supply of all non-cabinet related stock items sourced from outside vendors
• Audit delivery of our product on a regular basis and hold delivery agents accountable through chargeback process
• Coordinate any expedited deliveries to complete installs or services
• Ensure accuracy of all parts being pulled for next day service and audit regularly
• Follow Standard Work guidelines to ensure all critical tasks are completed and on time
• Engage Customers, face to face in field on a weekly basis, providing support and fostering relationships
• Lead team to utilize lean tools such as daily management to enhance team engagement and drive consistency, and continuous improvement
• Host regular pod meetings with our builder customers to ensure alignment with“Path to Success” and product expectation guidelines

Qualifications

• Computer literacy, warehouse inventory management system experience preferred
• Experience using computer programs including Excel, Microsoft Word, Power Point, Outlook, AS400, Kronos and Sales Force
• Previous related employment experience, preferably in the building industry
• Ability to define problems, collect data, establish facts, and draw conclusions
• Ability to handle stressful situations but remain calm
• Ability to interact and communicate with customers, both internal and external
• Ability to manage and motivate operations staff