Services Manager

About the role

The Services Manager is a strategic, full-time position focused on developing, tracking, compiling, analyzing, and communicating measurements of business activity that describe customer service and experience. This role provides the company with a better understanding of the customer and identifies opportunities to improve overall customer service and support. The Services Manager delivers data-driven insights through 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 employees to become customer-focused, and a strong background in reporting and analytics. This is a working managerial position where the Services Manager will manage assigned accounts and Customer Support Analysts based on workload volume.

Responsibilities

• Lead and communicate at a high level with Customer Support Staff, Production employees, Management, and Customers.
• Learn to read production schedules specific to OM partners and inventory reports to determine inventory availability, quantity, and priority.
• Ensure accuracy of on-hand inventory.
• Maintain excellent working conditions, a safe work environment, and high morale within the plant.
• Review and ensure plant goals regarding in-bounds, out-bounds, on-time deliveries, backlog, and other product quality and performance issues are met.
• Manage Supplier Corrective Action Reports (SCARs), including obtaining root causes, corrective actions, credit for non-conforming inventory, and dispositions.
• Monitor inventory and warehouse items; provide input to management on stock availability, slow-moving, and fast-moving items.
• Keep the DC Operations Manager and Production Manager informed about issues that may affect overall plant production.
• Display emotional control in time-sensitive situations and multi-task effectively.
• Communicate clearly and effectively while complying with company policies and procedures.
• Perform data input tasks, including:
  • Transfer built orders into the Supply Connect program.
  • Print production orders and maintain spreadsheets.
  • Print production labels and needed forms.
  • Review and understand backlog.
  • Maintain and build shipping load folders containing pick slips, labels, draft manifest, and PO sheets.
  • Input data into customer sites such as TMS and TMC.
  • Coordinate appointments for shipment pickup.
  • Assist with activities involving customer requirements.
  • Maintain customer files, scan, and email all BOLs to Retail’s Central Receiving Manager.
• Perform any additional duties assigned by management.

Requirements

• High school diploma or GED.
• Experience working in a manufacturing environment (preferred).
• Computer data-entry experience.
• Experience in Supply Chain or the corrugated box industry (preferred).

Skills

• Language Skills:
  • Excellent communication skills.
  • Ability to read and interpret documents such as sales reports, operating instructions, and training/procedure manuals.
  • Ability to write routine reports and correspondence.
• Mathematical Skills:
  • Ability to add, subtract, multiply, and divide in all units of measure.
  • Ability to compute rates, ratios, percentages, discounts, costs, proportions, and volumes.
• Reasoning Ability:
  • Ability to apply common-sense understanding to carry out instructions furnished in written, oral, or diagram form.
  • Ability to solve a variety of problems and deal with 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.
  • Knowledge of quality standards, including the DC Quality System and Customer requirements.
• Microsoft Office: Proficient use required.

Physical Demands

• Regularly required to walk, talk, hear, stand, and sit.
• Vision requirements include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

Work Environment

• 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

• Operating Standards: Meet or exceed the Operating Standards set in the Distribution Center (communicated annually).
• Personal Growth: Develop and agree to professional goals annually with the DC Operations Manager.
• Employee Relations: Evaluated on behaviors associated with appropriate human interaction, respect, and communication.
• Creativity: Evaluated on participation in advancing the business through new and innovative ideas.