Services/MPI Manager

About the role

The Services Manager is a strategic, full-time role focused on developing, tracking, compiling, analyzing, and communicating measurements of business activity that describe customer service and experience. This position provides data-driven insights into customer behavior and opportunities to improve service and support through analytics, reports, and presentations. The ideal candidate will have a passion for customer focus, a motivational leadership style, and a strong background in reporting analytics.

This is a working managerial position where the Services Manager will handle assigned accounts in addition to overseeing Customer Support Analysts, with additional resources allocated based on 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 for in-bounds, out-bounds, on-time deliveries, backlog, product quality, and performance are met.
• Manage Supplier Corrective Action Reports (SCARs), including root cause analysis, corrective actions, credit for non-conforming inventory, and dispositions.
• Monitor inventory and warehouse items; provide input on stock availability, slow-moving, and fast-moving items.
• Keep the DC Operations Manager and Production Manager informed about issues affecting plant production.
• Demonstrate emotional control in time-sensitive situations and multitask effectively.
• Communicate clearly and comply 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 shipment pickup appointments.
  • Assist with customer requirements and maintain customer files.
  • Scan and email all BOLs to Retail’s Central Receiving Manager.

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 manuals. Ability to write routine reports and correspondence.
• Mathematical Skills: Ability to perform basic arithmetic (addition, subtraction, multiplication, division) in all units of measure. Ability to compute rates, ratios, percentages, discounts, costs, proportions, and volumes.
• Reasoning Ability: Ability to apply common sense to carry out instructions in written, oral, or diagram form. Ability to solve problems with limited information or standardization.
• Technical Skills:
  • Proficiency in computer data entry.
  • Knowledge of products and production processes.
  • Understanding of quality standards, including the DC Quality System and customer requirements.

Physical Demands

• Regularly required to walk, talk, hear, stand, and sit.
• Vision requirements: close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
• Frequently exposed to wet/humid conditions, moving mechanical parts, fumes, or airborne particles.
• Noise level in the work environment can be loud.

Performance Measurements

• Operating Standards: Meet or exceed annual Operating Standards set for the Distribution Center.
• Personal Growth: Develop and achieve professional goals agreed upon with the DC Operations Manager.
• Employee Relations: Evaluated on behaviors related to human interaction, respect, and communication.
• Creativity: Assessed on participation in advancing the business through new and innovative ideas.