We are working with a manufacturer located in the greater Pittsburgh area to identify a Customer Operations Supervisor. This company is currently positioned for growth in 2018 and as a result they are growing their team internally and looking to hire two Customer Operations Supervisors.
Company Information: • With over 20 years of experience in their industry, this company is a premier supplier of high quality, customized specialty products and highly recognized as a leader in their industry. • Known for high volume and quick turnaround, they produce and ship customized specialty products to over 100 countries across the globe. • They promote quality, safety and integrity and have been the recipient of many honors in their industry.
Summary of Your Role with the Company: In summary, the Customer Operations Supervisor will supervise the day to day operations within the order processing department. This will include the supervision of anywhere between 10 – 20 employees, who are the organization’s primary customer facing teams and communicate frequently with internal departments and daily with customers. The successful incumbent of this position will operate well in a very fast paced environment where priorities change daily, be successful in managing the workload of their team and making sure the department is hitting their goals, and also being a team player who will be expected to jump in and help out as needed. Equally important, the successful person will be a strong leader, who understands the importance of fostering an environment that empowers others and maintaining a high morale in the department.
Responsibilities include: • Supervises department workflow to ensure department metrics and goals are met. • Develops and improves upon workflow procedures. • Reports daily workload, tracks operational targets and troubleshoots on an ongoing basis to improve efficiencies, quality and throughput within the department. • Coordinates with department management and other supervisors to ensure coverage and efficient use of resources, to support fluctuations in order volume and mix. • Works closely with Sales Support, Inside Sales, and Manufacturing teams to resolve issues in a timely manner along with supporting workflow needs of the business and department. • Manages personnel by time card sign offs, evaluations, interviewing and hiring, discipline and terminations, and ongoing performance tracking and coaching. Plans and schedules staff to service fluctuating workload. • Maintains quality targets and drives continuous improvement, through error tracking, analysis, coaching, and identifying and pursuing process improvement opportunities as a member of the department management team. • Works closely with the Corporate Trainer to identify and address departmental training needs. • Supports Marketing and Product Development with various orders throughout the year. • Performs other duties as assigned.
BACKGROUND PROFILE • 3+ years’ experience in an operational role over a customer service operation. • Experience supervising a group of at least 10 – 20 employees at one time is preferred. • Strong Microsoft Office skills. Experience using Publisher, Illustrator, or any like program is a plus. • Manufacturing or distribution experience highly preferred. Other industry experience will be considered. • Experience using an MRP/ERP system helpful but not required (training will be provided). Syteline experience highly desirable. • Bachelor degree desirable, but not required. • Must be able to pass a pre-employment criminal background check and drug screen.