Customer Service Operations Associate Jobs in Fort Mill, SC

For more than 70 years, MasterBrand has been shaping the places where people come together, enriching lives and creating meaningful memories for our customers. We are the #1 manufacturer of residential cabinets in North America, and our associates produce the most comprehensive portfolio of superior cabinetry products for the kitchen, bath and other parts of the home. Come see why our associates love working at MasterBrand.

Job Description:

The Operations Supervisor plays a key role in servicing our customers. The position is responsible for managing all aspects of the daily operations including operational process adherence, field team metrics, sub-contractor base performance metrics, and customer satisfaction.

Overall Accountabilities:

• Ensure compliance with safety rules, regulations, procedures and good housekeeping practices for the entire facility and company leased vehicles
• Responsible for the discipline, morale, performance, and professional development of every spoke employee.
• Communicate goals to each Spoke Employee, monitor performance, and provide coaching.
• Manage Sub-Contractor Insurance Log - communicating with sub-contractors to ensure the required documentation is up to date, logged, and stored properly.
• Focus on eliminating troubleshooting costs through continuous process improvement and process adherence of the Operations staff.
• Work with Senior Operations Manager to solve performance issues with our internal staff and external customers.
• Update KPI's on "One Touch" on a weekly basis
• Ensure accurate and timely invoicing to customers of all materials for full kitchens and service completed daily.
• Focus on inventory turns and minimizing length of time product sits at the 3PL
• Ensure regular field audits are performed, checking for adherence to Masterbrand Installation Procedures and OSHA safety guidelines.
• Completion of quarterly sub-contractor report cards and sub-contractor meetings
• Prepare for and lead monthly staff meetings
• Review financial monthly analysis with Senior Operations Manager
• Manage and approve hourly employee time clock entries
• Process sub-contractor payroll
• Submit invoices for payment weekly and create / receive Oracle PO's.
• Manage local safety stock inventory and ensure cycle counts are being performed.
• Manage purchase and supply of all non-cabinet related stock items sourced from outside vendors
• Audit delivery of our product on a regular basis and hold delivery agents accountable through chargeback process
• Coordination of any expedited deliveries to complete installs or services
• Ensure accuracy of all parts being pulled for next day service and audit regularly
• (Other duties, incidental or regular, may be assigned at management's discretion)
• Follow Standard Work guidelines to ensure all critical tasks are completed and on time.
• Engage Customers, face to face in field on a weekly basis, providing support and fostering relationships.
• Lead team to utilize lean tools such as daily management to enhance team engagement and drive consistency, and continuous improvement.
• Host regular pod meetings with our builder customers to ensure alignment with" Path to Success" and product expectation guidelines.

Qualifications:

• Computer literacy, warehouse inventory management system experience preferred
• Experience using computer programs including Excel, Microsoft Word, Power Point, Outlook, AS400, Kronos and Sales Force
• Previous related employment experience, preferably in the building industry
• Experience leading a fast-paced team environment and handle multiple priorities
• Ability to define problems, collect data, establish facts, and draw conclusions
• Ability to handle stressful situations but remain calm
• Ability to interact and communicate with customers, both internal and external
• Ability to manage and motivate operations staff

Equal Employment Opportunity

MasterBrand Cabinets LLC is an equal opportunity employer. MasterBrand Cabinets LLC's policy is not to discriminate against any applicant or employee based on race, color, religion, sex, gender identity or expression, national origin, ancestry, age, disability/handicap status, marital status, military status, sexual orientation, genetic history or information, or any other basis protected by federal, state or local laws. MasterBrand Cabinets LLC also prohibits harassment of applicants or employees based on any of these protected categories. It is also MasterBrand Cabinets LLC's policy to comply with all applicable federal, state and local laws respecting consideration of unemployment status in making hiring decisions.

Reasonable Accommodations

MasterBrand Cabinets LLC is committed to working with and providing reasonable accommodations to individuals with disabilities. If you have a disability and wish to discuss potential accommodations related to applying for employment, please contact us at staffing@masterbrand.com.