Services Manager

Services ManagerThe Services Manager of Customer Support Analytics is a role for the strategic purpose of full-time focus on developing, tracking, compiling, analyzing, and communicating measurements of business activity that describe customer service and experience. This role will provide the company with a better understanding of the customer as well as opportunities to improve overall customer service and support. This position will be responsible for providing data-driven insights focused on our customers in the form of 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 all employees to become customer focused and a strong background in reporting analytics.The Services Manager is responsible for the duties listed below and managing the Customer Support Analysts' supporting our customers' needs. This is a working managerial position in which accounts will be assigned to the Services Manager in addition to support staff is volume determines additional resources. The Services Manager position is responsible for project management of assigned customers or account managers. They will act as a liaison between sales, the customer, preproduction, production, assembly, and shipping, making sure the project remains on its critical path. They will have direct contact with appropriate parties to clarify questions, secure necessary approvals and relay production status and shipping status on each job or project.Duties and Responsibilities:Must be able to lead and communicate at a high level to Customer Support Staff, Production employees, Management and CustomersThis position must be computer literate.General office duties, ordering supplies, scanning/faxing, filing, answering phonesMaintain excellent working conditions, a safe work environment, and high morale within the plant.Review and ensure that all plant goals regarding in-bounds, out-bounds, on-time deliveries, backlog, and other product quality and performance issues are being met.Attend scheduling meetingsMonitor inventory and warehouse items. Provide input to management as to availability of stock, slow moving, and fast moving items.Keep DC Operations Manager and Production Manager informed regarding problems or situations that may affect the overall production operation of the plant.Must display emotional control in time sensitive situations and be able to multi-taskMust be able to communicate clearly and effectivelyComply with company policies and procedures.Experienced in Microsoft Office is requiredAny additional duties as assigned by managementPosition requires Data input to perform the following tasks:Transfer built orders into Supply Connect programPrint productions ordersMaintain spreadsheetsMaintain and run reportsPrint production labels and needed formsReview and understand backlogMaintain and Builds shipping load folder which contains: pick slips, labels, draft manifest, PO sheetInput data into customer sites such as TMS, TMCCoordinates appointments for shipment pick upAssists with activities involving customer requirementsMaintain customer files.Scan and email all BOL to Retail's Central Receiving ManagerEducation and/or Experience:High school diploma or GEDCandidates are preferred who offer the following:Experience working in a manufacturing environmentComputer data-entry experienceExperience in Supply ChainExperience in the corrugated box industryLanguage Skills:Excellent communication skills.Ability to read and interpret documents such as sales reports, operating instructions, and training and procedure manuals.Ability to write routine reports and correspondence.Mathematical Skills:Ability to add, subtract, multiply, divide in all units of measure.Ability to compute rates, ratios, and percentages and calculate figures and amounts such as discounts, costs, proportions, and volumes.Reasoning Ability:Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram (graphic) form.Ability to solve a variety of problems and deal with a variety of situations where only limited information or standardization exists.Technical Skills:Application knowledge and skill for computer data entryApplication knowledge of products and production processesKnowledge of the DC Quality System along with Customer requirementsPhysical Demands:Employee is regularly required to walk and talk and hear, stand, and sit. Vision requirements include: close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.The work environment can be wet and/or humid, moving mechanical parts, and fumes or airborne particles. The noise level in the work environment can be loud.Performance Measurements:Operating standards - The employee will need to meet or exceed the Operating Standards set in the Distribution Center. Such standards will be set annually and communicated to the Admin.Personal growth - Each year there will be professional goals developed and agreed to by the Services Manager and the DC Operations Manager.Employee relations – The employee will be evaluated regarding behaviors associated with appropriate human interaction, respect and communication.Creativity - This will be evaluated by how active the employee is in participating in advancing the business through new and innovative ideas.Equal Opportunity Employer/Minorities/Females/Disabled/Veterans