Customer Operations Manager Jobs in Canton, MI (NOW HIRING)

Job Overview

The Operations Manager - Terminal will be responsible for directing company programs and implementing company policy within assigned terminal(s) to ensure total compliance with contract duties between company and customer.

Roles & Responsibilities

To perform this job successfully and safely, an individual must be able to perform each essential duty satisfactorily. Other duties may be assigned.

• Plans and develops work schedules to ensure adequate service.

• Prepares schedules for service personnel, assigns personnel to routes.

• Inspects and evaluates physical condition of establishment for program compliance, i.e. safety, quality, and service.

• Conducts quality audits to ensure all work has been completed and quality standards are met.

• Audits and maintains inventories supplies and equipment.

• Investigates new and promotes improved equipment and methods.

• Reviews customer requests for service to ascertain cause for service request, type of malfunction, and address with manager.

• Implements organization policies and goals.

• Analyzes & facilitates budget requests to identify areas in which reductions can be made.

• Assist in the promotion of services performed to develop new markets, increase share of market, and obtain competitive position in industry.

• Inspects plant and evaluates use of space and facilities.

• Assists with plans, budgets, and schedules modifications including cost estimates bid sheets and contracts.

• Ensures that site meets budget goals on a sustaining basis.

• Assist in the development of long-range plans, conceptual designs, and capital outlay requirements for program/process improvements.

• Coordinates program specifications, requirements for proposals and contracts, and associated documents.

• Compiles data for preparing estimates.

• Maintain and report on financial part of business, such as, labor hours, overhead, supplies, expenses, billing, forecasting and any changes to these areas.

• Maintain a safe work environment for self and employees.

• Ensure compliance with local, state, and federal regulations, such as, FLSA, OSHA, ADA, etc.

• Directs supervisory management engaged in support of facilities programs.

• Acts as liaison between company, customers, clients, employees, and subcontractors.

• Maintains contract and contractor status databases.

• Reviews all correspondence concerning contractors and responds as appropriate.

• Establishes and maintains contact with contractors to ensure the smooth working of the contract process.

• Conduct and attend meetings to communicate top down, and bottom up on a consistent real time basis, with customers, clients, and employees.

• Assist with human resource concerns and issues.

• Some travel is required for this position.

Key Performance Indicators (KPIs)

Safety

Consistently Exceeds Expectations (5) - 0 Claims YTD
Meets Expectations (3) - 1 per every 95 Headcount
Does Not Meet Expectations (1) - over 1 per every 95 Headcount

Budget

Meets Expectations (5) - Green
Does Not Meet Expectations (1) - Red

Scorecard

Meets Expectations (5) - Greater or equal to 4.0
Does Not Meet Expectations (1) - Less than or equal to 3.346

Turnover

Meets Expectations (5) - Less than or equal to 3.0%
Does Not Meet Expectations (1) - Greater than or equal to 3.01%

Additional performance requirements may be added based on business needs and site requirements.

Qualification

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required to perform this job safely. Other duties, responsibilities and activities may change or be assigned at any time with or without notice.

Education and/ or Experience

Bachelor's degree in business, communications, or a related field from a four-year college or university with 2 - 5 years of experience; or equivalent combination of education and experience.

Certificates, Licenses, Registrations

May be required to have a valid driver's license.

Knowledge, Skills, and Abilities

Bilingual a plus

Strong verbal and written communication skills.

Customer service, problem solving, time management, project management, planning, excellent communication, presentation, interviewing, coaching and training skills.

Knowledge of Microsoft Office and Computer Skills.

Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community.

Ability to effectively present information and respond to questions from groups of managers, customers, employees, and public.

Supervisory Responsibilities

Carries out management responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, planning, assigning, and directing work; approving and managing time for direct reports; performance evaluations; rewarding and disciplining employees; addressing complaints and resolving problems. Ensure employees are properly trained on tasks and safety requirements.

Physical Demands & Work Environment

The physical demands described here are 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. While performing the duties of this job, the employee is frequently required to sit and talk or listen. The employee must be able to lift and/or move up to 35 pounds.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

SBM offers comprehensive benefit packages. For information about SBM's benefits, please visit SBM's website at:

www.sbmmanagement.com/careers Careers - SBM

SBM Management Services, LP and its affiliates are proud to be equal opportunity workplaces. We are committed to equal employment opportunity regardless of race, sex, color, ancestry, religion, national origin, sexual orientation, citizenship, age, marital status, disability, gender identity, Veteran status, or other legally protected status.