Job Title: Customer Operations Supervisor
Requisition Number: CUSERV-3100
Interest Category: Administrative / Customer Service
Hourly/Salary: Salary
City: Chicago
State: Illinois
Country: United States
Shift: Days
Job Description:
The Customer Operations Supervisor will report directly to the Customer Operations Manager and will be accountable for the daily operations of their team as well as the performance management of all employees on their team within the department. Customer Operations serves as the Company’s primary point of contact for all internal and external customer inquiries regarding product lines to include, weekly shortages, weekly service ratings, daily order changes, order rushes, mis-shipments, and daily channel and sales correspondence.
Position Responsibilities
Directly manages the performance, growth, and development of the employees on the team and indirectly manages others within the department as needed. (50%)
- Meet with all direct reports on a minimum bi-weekly basis to discuss their performance and growth and development objectives. This is a listening session as much as a coaching session.
- Manage and monitor the performance of employees on their team to ensure they maintain the proper metrics and to identify issues early that can be corrected resulting in increased engagement and retention as well as eventual promotion.
- Create a succession plan for themselves and their team and close the gaps at a satisfactory pace.
Manages weekly order flow and serves as a key interface between Customer Operations, Logistics, Sales, Transportation, and the Channel for all issues. (40%)
- Ensure that service delay targets are met for Customer Operations and corrective actions are in place to reduce the incidence of service failures.
- Minimize the impact of weekly shortages through proactive communication with channel partners and the Company’s sales teams.
- Identify and spearhead the correction of core inefficiencies within the execution of the service model.
- Monitor order adherence to sourcing, mixing, and market profile requirements.
- Facilitate Channel communications regarding product offering changes.
- Approve and execute rush shipments of materials.
- Allocate CAR resources to efficiently and effectively exceed the customer’s expectations.
- Monitor and document daily attendance.
- Generate reports on CAR efficiency and workflow output on a monthly basis while allocating the proper resources to BAU and projects.
Serves as a functional backup for other functions at the Customer Operations Manager’s discretion. (10%)
- Backfill the Customer Operations Manager when out of the office.
- Assist other departments with operational focused projects and improvements.
The position responsibilities outlined above are in no way to be construed as all encompassing. Other duties, responsibilities, and qualifications may be required and/or assigned as necessary.
Quantitative Dimensions
Decision Making:
The Customer Operations Supervisor will be required to possess decision making skills in line with the need to address day-to-day operational challenges such as order entry, shortage reporting, and one-on-one coaching within the scope of normal business situations that occasionally deviate from predicable results but still remain within normal codes of conduct. The incumbent’s decision making initiative is expected to be independent in a high accountability team environment.
Supervisory
Responsibilities:
The Customer Operations Supervisor leads a team of up to 10 Customer Account Reps within the Customer Operations Department. Additionally, the incumbent must possess the ability to display a high degree of collaboration with Customer Operations, Transportation, Logistics, Sales, Credit and the Channel functions.
Scope of Position:
The incumbent spends the majority of his/her time coaching and developing his/her employees to achieve the operational tasks of the business as required in the service of our customers. They frequently interface with various internal and external customers to ensure effective communication with regard to all issues regarding servicing the customer and oversees the performance of the Customer Operations Team.
Position Requirements
Knowledge, Skills, and Abilities:
Required:
- Demonstrated ability to build strategic working relationships while holding parties accountable for deliverables through direct or indirect leadership.
- Demonstrated ability to coach others.
- Demonstrated ability to identify and understand issues or problems using data and metrics.
- Demonstrated ability to use effective approaches for choosing a course of action or developing an appropriate solution.
- Demonstrated ability to act independently upon information and make decisions that achieve optimal results.
- Superior interpersonal and written/oral communication skills.
- Demonstrated intermediate skills with the standard features of various personal computer word processing and spreadsheet software (Microsoft Word and Excel, PowerPoint, Outlook, Internet, and other proprietary software).
- Ability to successfully manage multiple tasks and prioritize workload while paying attention to detail.
- Demonstrated ability to function as a strong team player.
- Willingness and ability to travel as appropriate, up to 15% of the time.
Education/Experience:
Required:
- Bachelor’s Degree and/or related work experience.
- Four or more years of progressive responsibility in a customer facing environment.
- Two or more years of “front line” experience (i.e.: leading CARs), to include interviewing, performance management, discipline, training, and development.
BENEFITS::
- Free medical, dental and vision insurance for employees – starting; 1st day of employment
- Minimal cost for family insurance coverage
- 401k program – 6% dollar for dollar match
- Life Insurance and Disability income protection
- Flexible spending account
- Paid vacation and holidays
ABOUT THE COMPANY::
At James Hardie Building Products we apply our science, research, and cutting edge technology to enjoy our continued status as a $1 billion world leader in fiber-cement technology. As the world leader in fiber-cement technology we manufacture durable, beautiful building material products for the residential market. In the United States, we have seven manufacturing plants, two regional offices and one research center.
Come home to Hardie.
You're at the right place if you're asking yourself this question. We're always asking ourselves "what's next" here at James Hardie. As the world leader in developing and manufacturing exterior and interior fiber-cement building material, we have to be forward-thinking to stay on top. We want employees who think the same way. Smart.
Our Clients know we're the gold standard in fiber cement technology, offering them outstanding performance and leading-edge advances in technology and engineering. That's what they expect, and they stay with us because we have people who deliver on the promise: Driven.
Because our continued growth and innovation depend on the growth and innovation of our people, we have to offer a promise of our own to employees. That promise is opportunity, and it's: Real.
JHMON
Requisition Number: CUSERV-3100
Interest Category: Administrative / Customer Service
Hourly/Salary: Salary
City: Chicago
State: Illinois
Country: United States
Shift: Days
Job Description:
The Customer Operations Supervisor will report directly to the Customer Operations Manager and will be accountable for the daily operations of their team as well as the performance management of all employees on their team within the department. Customer Operations serves as the Company’s primary point of contact for all internal and external customer inquiries regarding product lines to include, weekly shortages, weekly service ratings, daily order changes, order rushes, mis-shipments, and daily channel and sales correspondence.
Position Responsibilities
Directly manages the performance, growth, and development of the employees on the team and indirectly manages others within the department as needed. (50%)
- Meet with all direct reports on a minimum bi-weekly basis to discuss their performance and growth and development objectives. This is a listening session as much as a coaching session.
- Manage and monitor the performance of employees on their team to ensure they maintain the proper metrics and to identify issues early that can be corrected resulting in increased engagement and retention as well as eventual promotion.
- Create a succession plan for themselves and their team and close the gaps at a satisfactory pace.
Manages weekly order flow and serves as a key interface between Customer Operations, Logistics, Sales, Transportation, and the Channel for all issues. (40%)
- Ensure that service delay targets are met for Customer Operations and corrective actions are in place to reduce the incidence of service failures.
- Minimize the impact of weekly shortages through proactive communication with channel partners and the Company’s sales teams.
- Identify and spearhead the correction of core inefficiencies within the execution of the service model.
- Monitor order adherence to sourcing, mixing, and market profile requirements.
- Facilitate Channel communications regarding product offering changes.
- Approve and execute rush shipments of materials.
- Allocate CAR resources to efficiently and effectively exceed the customer’s expectations.
- Monitor and document daily attendance.
- Generate reports on CAR efficiency and workflow output on a monthly basis while allocating the proper resources to BAU and projects.
Serves as a functional backup for other functions at the Customer Operations Manager’s discretion. (10%)
- Backfill the Customer Operations Manager when out of the office.
- Assist other departments with operational focused projects and improvements.
The position responsibilities outlined above are in no way to be construed as all encompassing. Other duties, responsibilities, and qualifications may be required and/or assigned as necessary.
Quantitative Dimensions
Decision Making:
The Customer Operations Supervisor will be required to possess decision making skills in line with the need to address day-to-day operational challenges such as order entry, shortage reporting, and one-on-one coaching within the scope of normal business situations that occasionally deviate from predicable results but still remain within normal codes of conduct. The incumbent’s decision making initiative is expected to be independent in a high accountability team environment.
Supervisory
Responsibilities:
The Customer Operations Supervisor leads a team of up to 10 Customer Account Reps within the Customer Operations Department. Additionally, the incumbent must possess the ability to display a high degree of collaboration with Customer Operations, Transportation, Logistics, Sales, Credit and the Channel functions.
Scope of Position:
The incumbent spends the majority of his/her time coaching and developing his/her employees to achieve the operational tasks of the business as required in the service of our customers. They frequently interface with various internal and external customers to ensure effective communication with regard to all issues regarding servicing the customer and oversees the performance of the Customer Operations Team.
Position Requirements
Knowledge, Skills, and Abilities:
Required:
- Demonstrated ability to build strategic working relationships while holding parties accountable for deliverables through direct or indirect leadership.
- Demonstrated ability to coach others.
- Demonstrated ability to identify and understand issues or problems using data and metrics.
- Demonstrated ability to use effective approaches for choosing a course of action or developing an appropriate solution.
- Demonstrated ability to act independently upon information and make decisions that achieve optimal results.
- Superior interpersonal and written/oral communication skills.
- Demonstrated intermediate skills with the standard features of various personal computer word processing and spreadsheet software (Microsoft Word and Excel, PowerPoint, Outlook, Internet, and other proprietary software).
- Ability to successfully manage multiple tasks and prioritize workload while paying attention to detail.
- Demonstrated ability to function as a strong team player.
- Willingness and ability to travel as appropriate, up to 15% of the time.
Education/Experience:
Required:
- Bachelor’s Degree and/or related work experience.
- Four or more years of progressive responsibility in a customer facing environment.
- Two or more years of “front line” experience (i.e.: leading CARs), to include interviewing, performance management, discipline, training, and development.
BENEFITS::
- Free medical, dental and vision insurance for employees – starting; 1st day of employment
- Minimal cost for family insurance coverage
- 401k program – 6% dollar for dollar match
- Life Insurance and Disability income protection
- Flexible spending account
- Paid vacation and holidays
ABOUT THE COMPANY::
At James Hardie Building Products we apply our science, research, and cutting edge technology to enjoy our continued status as a $1 billion world leader in fiber-cement technology. As the world leader in fiber-cement technology we manufacture durable, beautiful building material products for the residential market. In the United States, we have seven manufacturing plants, two regional offices and one research center.
Come home to Hardie.
You're at the right place if you're asking yourself this question. We're always asking ourselves "what's next" here at James Hardie. As the world leader in developing and manufacturing exterior and interior fiber-cement building material, we have to be forward-thinking to stay on top. We want employees who think the same way. Smart.
Our Clients know we're the gold standard in fiber cement technology, offering them outstanding performance and leading-edge advances in technology and engineering. That's what they expect, and they stay with us because we have people who deliver on the promise: Driven.
Because our continued growth and innovation depend on the growth and innovation of our people, we have to offer a promise of our own to employees. That promise is opportunity, and it's: Real.
JHMON