Senior Service Associate
About the role
The Senior Service Associate manages the delivery and deployment of contracted services to customers to ensure Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) are achieved or exceeded. This position supports business operations through collaboration with customers, vendors, and internal teams while overseeing daily facility activities related to inventory management, order fulfillment, staffing, compliance, safety, security, and customer satisfaction. The Senior Service Associate performs hands-on operational work, provides guidance to less experienced employees, supports financial planning activities, and identifies opportunities to improve operational efficiency, effectiveness, and service capabilities. The role may support field stocking locations, agent locations across multiple geographic regions, and provider network operations.
Responsibilities
- Manage the delivery and deployment of contracted services to meet or exceed established SLAs and KPIs.
- Coordinate with customers, vendors, and internal support groups to ensure efficient and effective service delivery.
- Oversee daily facility operations, including inbound receiving, kitting, order processing, inventory control, and supplier procurement activities.
- Maintain compliance with government regulations, company policies, and operational procedures.
- Monitor inventory accuracy and ensure effective inventory management practices are consistently followed.
- Assist with staffing activities, employee engagement initiatives, workforce development, and operational training.
- Support facility safety, security, and inspection programs to maintain a safe and compliant work environment.
- Perform financial activities including forecasting, allocations, operational adjustments, and annual business planning.
- Develop and maintain strong customer relationships through responsive service and regular communication.
- Identify and recommend operational improvements that enhance efficiency, effectiveness, quality, and customer satisfaction.