Customer Operations Manager Jobs in Birmingham, AL

Description

Summary/Objective

Provide leadership and management for all departments in the branch to achieve the goals established by our mission statement, core values, strategic intent, and financial plans. Work closely with the branch manager and sales leadership to meet overall branch objectives.

Key Results Expected:

• Promote the company's Safety Program, Mission Statement and Core Values
• Provide leadership to branch dept managers including service, construction, parts and administration
• Meet or exceed all branch financials goals, objectives and budgets established by the company for each department managed
• Support department managers to recruit, hire and train team members to successfully manage the branch operations
• Monitor, manage and analyze the branch departments to ensure efficiency, fiscal responsibility in regards to inventory and purchasing all while delivering the highest level of customer satisfaction
• Develop and maintain effective customer communications
• Develop and maintain on-going training program

Requirements

Essential Job Responsibilities

Uphold company policies and branch operations to support the efficient and timely execution of all branch department functions and activities. Develop teamwork mentality within the branch to drive best in class service.

Financial Goals:

• Participate in budget development for each department managed with the Branch Manager
• Meet or exceed branch dept. budgets for revenue, margin and profitability as established by the company
• Participate in Branch AR calls with Branch Manager and department managers
• Meet or exceed branch inventory goals as established by the company
• Ensure technicians efficiency is 95% or better

Personnel:

• Ensure that all company and branch policies are followed by all operations employees
• Assure that all Technicians are following directions set by customers (IVR compliance)
• Support recruiting, hiring and training of team members by department managers as well as recruit, hire and train all direct reports and administrative employees, with Branch Manager approval required for all new hires/promotions
• Conduct annual reviews for each direct report and manage review execution by operational department managers including Branch Manager in department manager reviews

Operations Management:

• Ensure the standardization of operational procedures, reporting, and controls throughout the departments and the branch
• Monitor branch activities and processes to ensure that the company is utilizing "best practices" and achieving targeted financial and operational objectives and ratios
• Lead weekly operations meetings and document per company policy
• Ensure that all housekeeping expectations and requirements are met for building and grounds, vehicles and equipment, personnel and job sites
• Ensure accountability and protection for all of the branch assets including rolling stock, equipment and tools (service/construction/office), inventory and other assets of the business
• Addressing and resolving all problems, internal and external, quickly and fairly.
• Be responsible for and ensure that each department manager and key employees are meeting or exceeding their job requirements, responsibilities, and expectations, both operationally and financially.
• Ensure that all equipment and vehicles are clean, safe, operational, and present the correct Guardian Fueling Technologies image

Safety:

• Manage safety meetings monthly or as required by company policy.
• Ensure attendance by operations employees and deliver proper documentation per policy
• Ensure that all Guardian, OSHA and DOT safety requirements are met or exceeded
• Support Guardian safety training programs to maintain proper certifications for all branch operations

Supervisory Responsibility:

This position manages all employees in the branch with operations responsibilities and is responsible for the performance management of all team members.

Work Environment:

This job operates primarily in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, printers, scanners, filing cabinets and fax machines. This position may require periodic travel and visits to customer locations, and to job sites where work is being performed where the employee may potentially be exposed to outdoor weather conditions, fumes or airborne particles, and moving mechanical parts.

Physical Demands:

The physical demands described here are the representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This is largely a sedentary role; however, the employee may occasionally climb, stoop or kneel. The employee may occasionally lift up to 10 pounds and/or move up to 25 pounds. This would require the ability to lift files, open filing cabinets, and bending or standing on a stool as necessary.

Position Type/Expected Hours of Work:

This is a full-time position, M-F.

Travel:

Travel is primarily local during the business day, although some out-of-the-area and overnight travel may be expected.

Work Authorization/Security Clearance:

Some government contract work is required, so some special clearances may be required from time-to-time.

EEO Statement

As an Equal Employment Opportunity employer, it is Guardian Fueling Technologies' policy to provide equal employment opportunity for all applicants and employees. Guardian Fueling Technologies does not unlawfully discriminate on the basis of race, national origin, sex, pregnancy, color, religion, age, physical or mental disability, legally-protected medical condition, veteran status, marital status, sexual orientation, or any other basis protected by state or federal laws.

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time without notice.

GFT is a Drug-Free Workplace, and we proudly encourage military and veteran candidates to apply.

We offer fantastic benefits that include comprehensive coverage, 401K Match, Paid holidays and Paid vacation.

To ensure every application receives equal attention, all recruiting is managed by our corporate team. Local branches are unable to provide initial application status updates. If your qualifications match our needs, our recruiting team will be happy to reach out to you directly.