Customer Service Representative

Operations Coordinator The Operations Coordinator at SRS Building Products is responsible for managing daily warehouse operations, ensuring the swift and accurate execution of work orders, and enhancing customer satisfaction by addressing complaints and supporting delivery requirements. This role involves facilitating inventory management through coordination with the Branch Manager and utilizing Agility software to maintain optimal stock levels and prevent duplicate orders, while also overseeing the dispatch and logistical operations of delivery vehicles. With a strong emphasis on operational efficiency and customer service excellence, the Operations Coordinator plays a pivotal role in supporting the branch's operational objectives and maintaining superior service standards for SRS Building Products Business Customers. Key Responsibilities: Coordinate and manage daily warehouse operations, ensuring work orders are executed with precision and on schedule to optimize efficiency and client satisfaction. Resolve incoming customer complaints swiftly and courteously, taking full ownership of issues and engaging warehouse personnel and delivery teams as needed to achieve timely resolutions. Supervise and facilitate the accurate loading and unloading of orders for vendors and customers, ensuring adherence to company standards for promptness and accuracy. Utilize On Demand routing software to dispatch trucks and guarantee timely and precise delivery of products to customer worksites, streamlining logistics and minimizing delivery-related disruptions. Utilize Agility software to meticulously track and report stock levels, providing data-driven insights to the Branch Manager to support inventory decision-making and prevent duplicate orders. Conduct comprehensive inventory management activities, including purchasing, weekly cycle counts, and the evaluation and resolution of damaged or outdated stock, to uphold inventory integrity and availability. Implement rigorous order processing and day-end balancing procedures to support the seamless operation of the branch and contribute to overall business success. Foster superior customer service and company representation while managing internal processes, enhancing customer relations, and supporting the Branch Manager's strategic goals. Direct Manager Direct Reports: The Operations Coordinator reports directly to the Branch Manager or Assistant Branch Manager. This role functions as a pivotal support position to the Branch Leadership, ensuring seamless daily operations within the warehouse. Direct Reports: This position carries no direct supervisory responsibilities or direct reports. The Operations Coordinator operates collaboratively with warehouse and delivery personnel, providing guidance and direction as needed to uphold operational standards. Travel Requirements: The Operations Coordinator at SRS Building Products is required to undertake occasional travel to regional branches for inventory audits, supplier meetings, and operational assessments to ensure consistent compliance with company standards. Physical Requirements: The Operations Coordinator role requires a combination of activities in a standard office setting and tasks that may involve physical exertion typical of a warehouse environment. The position entails prolonged periods of sitting at a desk and operating a computer, as well as standing, walking, and using hands to finger, handle, or feel objects and equipment. Occasionally, the role may require reaching with hands and arms, climbing or balancing on ladders, and stooping, kneeling, crouching, or crawling. The employee must be able to frequently lift and/or move up to 15 pounds and occasionally up to 25 pounds. Exposure to high noise levels and extreme weather conditions may occur. Reasonable accommodations can be made to enable individuals with disabilities to perform these essential functions, ensuring compliance with the Americans with Disabilities Act (ADA) and maintaining a conducive work environment for all employees. Working Conditions: In the role of Operations Coordinator at SRS Building Products, employees will primarily operate within a fast-paced and dynamic work environment. This position is designed for those who can thrive in a high-energy, deadline-driven atmosphere, as it requires efficiently managing warehouse operations to meet the diverse needs of our customers. Although the role is primarily based on-site, allowing the coordinator to directly oversee warehouse activities, interactions with team members, customers, and leadership ensure a rich, collaborative work experience. This setting underscores the importance of exemplary organizational skills, as multifaceted tasks must be prioritized and delivered with precision to maintain optimum inventory levels and customer satisfaction. The successful candidate will be adept at juggling multiple responsibilities, including the coordination of timely deliveries and meticulous inventory control, all while maintaining a keen focus on safety and efficiency. Minimum Qualifications: Demonstrate excellent verbal and written communication skills, suitable for professional interactions. Exhibit superior interpersonal and customer service skills, with a proven ability to resolve complaints promptly. Possess strong sales and customer service capabilities to meet and exceed customer expectations. Display outstanding organizational skills and acute attention to detail. Show proficiency in time management with a track record of meeting deadlines in a high-paced and sometimes stressful environment. Apply robust analytical and problem-solving skills to address operational challenges efficiently. Demonstrate ability in supervisory and leadership roles, with the competence to delegate tasks when necessary. Maintain proficiency with Microsoft Office Suite or similar software for efficient task management and reporting. Proficient in utilizing the Agility software/computer system for tracking and reporting stock levels. Demonstrated ability to calculate financial figures such as discounts, interest, and percentages, leveraging mathematical and computer skills. Capability to interpret various forms of instructions, including written, oral, and diagrammatic formats. Possess a valid drivers license. Preferred Qualifications: Demonstrated experience in utilizing advanced warehouse management systems to optimize inventory control and process efficiency. Proven track record of implementing process improvements within a warehouse setting that lead to enhanced operational outcomes and customer satisfaction. Experience in leading cross-functional teams within warehouse environments to achieve organizational objectives. Ability to mentor and develop team members to foster a culture of continuous improvement and accountability. Strong capability in developing customer relationship management strategies that deliver exceptional service and build long-term client partnerships. Prior exposure to handling high-pressure customer interactions and resolving conflicts with tactful negotiation skills. Expertise in leveraging advanced analytical tools and software, beyond basic Microsoft Office Suite, to analyze operational data and drive strategic decision-making. Experience in the application of statistical techniques to forecast inventory needs and optimize procurement processes. In-depth understanding of health, safety, and environmental regulations applicable to warehouse operations, and a track record of promoting a safety-first culture. Certification in occupational safety and health for warehouse operations is advantageous. Proven capability to contribute to the strategic planning process by identifying opportunities for growth and efficiency. Experience in coordinating with senior management to align operational activities with broader organizational goals. Demonstrated ability to communicate complex operational concepts clearly and persuasively across all levels of the organization, both verbally and in writing. Experience in crafting comprehensive reports and presentations that convey data-driven insights and operational recommendations. Expertise in managing vendor relationships to ensure timely delivery of quality products and services, maintaining a focus on cost-effectiveness and reliability. Ability to conduct vendor evaluations and contract negotiations to achieve favorable terms and conditions. Candidates with these qualifications will bring enhanced value and innovative solutions to the Operations Coordinator role, facilitating a high-functioning warehouse environment that aligns with organizational excellence and customer satisfaction. Minimum Education: A high school diploma or equivalent is required. Preferred Education: For the position of Operations Coordinator, a Bachelor's degree in Business Administration, Supply Chain Management, or a related field is preferred. Minimum Years Of Work Experience: Candidates are expected to possess 1 - 2 years of related experience and/or training, or an equivalent combination of education and experience. Certifications: None required. Candidates with relevant safety, operations, or inventory management certifications may be viewed favorably, though this is not required. Competencies: Communication Proficiency: Demonstrates exceptional verbal and written communication skills to effectively resolve customer complaints, liaise with warehouse personnel, and maintain professional interactions at all levels of service delivery. Organizational Skills: Exhibits advanced organizational skills to manage inventory control, oversee warehouse operations, and ensure the timely and accurate handling of orders, contributing to the seamless functioning of daily operations. Customer Service Excellence: Maintains a customer-focused approach, ensuring superior customer service by understanding and exceeding customer needs, effectively managing complaints, and delivering tailored solutions within set timelines. Time Management: Utilizes strong time management skills to prioritize tasks and meet critical deadlines within a fast-paced environment, ensuring efficient operation and coordination of warehouse activities. Problem-Solving and Decision-Making: Applies strong analytical and problem-solving skills to tackle operational challenges, make informed decisions, and implement effective solutions that enhance operational efficiency. Technical Aptitude: Demonstrates proficiency in utilizing Agility software and Microsoft Office Suite to track stock