Customer Support Operations Manager Jobs in Forney, TX

Job Title: Operations Manager

Department: Operations

FLSA Status: Exempt (Full-Time)

Reports to: Territory Director

Pinnacle Propane provides propane fuel and related equipment to residential, commercial, and wholesale customers, including the sale and lease of propane storage tanks.

Why Join Pinnacle Propane?

At Pinnacle Propane, we pride ourselves on delivering safety, reliability, and exceptional customer service. Our commitment to innovation and sustainability positions us as a trusted partner for residential, commercial, and industrial propane solutions. Join us in making a difference in our community by providing top-notch propane services that power homes and businesses.

We value our employees and offer a comprehensive benefits package to support your well-being and work-life balance. When you join our team, you'll enjoy:

• Great Benefits: Including medical, vision, dental insurances, amongst others.
• Life Insurance: Financial protection for you and your family.
• Community Volunteering Day: A paid day off to give back to the community and make a difference.
• Paid Time Off: Generous PTO and company holidays to relax, recharge, and spend time with loved ones.
• Retirement Savings Plan: Employer contributions to help you save for the future.

Position Summary

The Operations Manager’s responsibilities include but not limited to – planning, assigning, and directing work; addressing complaints and resolving problems; coordinating product flow from the storage facilities to the customers; utilizing proper transportation and scheduling that is compliant with DOT regulations. They are locally representing Pinnacle Propane, ensuring that operations are done in accordance with its safety and compliance policies.

The Operations Manager will supervise a combination of operations supervisors, drivers, service technicians and yard hands within a well-defined district. They will carry the responsibility for an efficient and safe operation of the bulk storage facilities, as well as the cylinder dispensers and/or depots. Lastly, they will be site director for the manned sites, where customer care representatives are present. This includes the wellbeing of the representatives but excludes the supervision of the job execution of those customer care representatives, which is the responsibility of the customer care supervisor.

Essential Job Responsibilities

Is the ambassador of the Pinnacle brand

These include (but are not limited to):

• They will ensure that the values and purpose of Pinnacle are being respected and lived by.
• Ensures doing good business in line with the company’s code of conduct and its ethics and compliance policies.
• Understands and works within the Pinnacle Strategy and the company Operations Strategy.

Is responsible for all safety related aspects within his/her assigned district aspiring zero incidents.

These include (but are not limited to):

• Demonstrates visible safety leadership.
• Implements and carries out all aspects of the Pinnacle’s Visible Felt Leadership roadmap.
• Actively entertaining a cross-functional partnership with the Safety Team.
• Assuring that drivers, service technicians and yard hands are compliant with all company and regulatory training.
• Assures that all company and regulatory standards are met for all locations.
• Oversees and/or executes the Operational Discipline and Safety process directives of the company.
• Supports operations supervisors, drivers, service technicians and yard hands with Pinnacle’s 9 Life Savings rules, General Safety habits and the CARE - 7 steps to zero, within their daily tasks.
• Conduct and document regular safety meetings with all staff as required.

Assures employees are qualified and capable of executing their job and resources in line with work scope.

This includes (but is not limited to):

• Help determine the necessary resources needed in distribution and technical services to meet customer needs.
• Recruit, interview, select, train, and motivate their direct reports.
• Provide training for drivers on handheld computers to ensure the proper use and correct completion of deliveries.
• Provide technical training for service technicians to ensure execution of their tasks.
• Provide clear instructions and training to yard hands to assure seamless execution of the cylinder filling, yard maintenance and in cases technical assistance.
• Support all operations supervisors, drivers, service technicians and yard hands to improve their job execution.

Supervision of job execution of all direct reports

This includes (but is not limited to):

• Provide regular supervision and guidance to assigned operations supervisor(s) on staff.
• Monitor Drivers Logs and DVIR’s daily to assure that drivers comply and meet regulations.
• Organize and manage day to day operation of distribution and service technician personnel to ensure a high level of customer service.
• Schedule transportation for all runs to depots and communicate needs to the production facility.
• Prepare, approve, and process payroll for staff.
• Ensure proper expense control for each driver and service tech.
• Manage and be responsible for the district budget and financial statement.
• Bi-annual ride with all delivery drivers to instruct, monitor, and motivate the employees to reach their full potential.

Safeguard Pinnacle Propane’s license to operate in their area

This includes (but is not limited to):

• Test new drivers to ensure that the proper paperwork is completed before they are released to drive independently.
• Maintain delivery equipment to meet company standards and comply with DOT regulations.
• Audit vehicle paperwork and inspect depots for compliance.
• Maintain DOT vehicle files for each piece of equipment and maintain equipment according to DOT regulations and company procedures.
• Ensure driver DOT files are maintained and updated as needed utilizing our web-based company, JJ Keller.

Facilitating an efficient and effective execution of operations

This includes (but is not limited to):

• Communicate route needs and changes daily to Routing Coordinators.
• Conduct Month end inventories to include propane, fuel, cylinders, cages and parts.
• Seek efficiency opportunities in operations through continuous improvement.

Lead the team to deliver a positive customer experience

This includes (but is not limited to):

• Ensure schedules are maintained to keep deliveries on schedule to meet customer expectations
• Understand the local customer base and how the operations team can help satisfy the demands
• Locally partner with Customer Service to understand and act upon customer requests.
• Partner with Commercial Sales team on customer initiatives within the district to support profitable growth.

Area and Network Initiatives

This includes (but is not limited to):

• Support the Area Director, when called upon, in other districts within the area.
• Identify and participate in opportunities to support the company in other areas for network initiatives or urgent activities.

Qualifications

• Bachelor’s degree or 10+ years of relevant experience
• Previous supervisory or managerial experience
• Strong problem-solving skills
• Ability to thrive in a changing environment and deal with ambiguity
• Operationally focused with ability to think strategically and deliver tactically
• Solid time management skills: ability to handle multiple projects, meet deadlines and function independently and efficiently in a fast-paced environment
• Strong attention to detail, ability to communicate clearly, verbally and written with employees at all levels
• Forklift certification is preferred
• CDL and Hazmat license preferred

Travel and Hours

• This position is full-time, standard operating hours
• Travel between field locations will be required

Physical Demands

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.

• Employee is regularly required to talk or hear, stand, and walk
• Employee is occasionally required to lift office products and supplies, up to 20 pounds

EEO Statement: Pinnacle Propane is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. Pinnacle Propane complies with all applicable federal, state, and local laws regarding nondiscrimination and affirmative action.

Reasonable Accommodations: Pinnacle Propane is dedicated to providing reasonable accommodations for job applicants with disabilities. Should you require assistance or an accommodation during the application process due to a disability, kindly email recruting@pinnaclepropane.com.

Pinnacle Propane strives to ensure its careers website is accessible to everyone, including individuals with disabilities. If you encounter any difficulties accessing Pinnacle Propane’s careers website, please reach out to us at recruting@pinnaclepropane.com so that we can offer the information or assistance you need through alternative methods and/or discuss a reasonable accommodation for the application process.

Drug-Free Workplace: Pinnacle Propane maintains a drug-free workplace. Employment is contingent upon successful completion of all applicable pre-employment requirements, including drug and alcohol screening.

Solicitation Disclaimer: Pinnacle Propane does not accept unsolicited resumes or applications from recruitment agencies. Any unsolicited information submitted to Pinnacle Propane by third-party agencies will be considered property of Pinnacle Propane, and we will not be responsible for any fees associated with such submissions.