Customer Operations Distribution Manager

3 weeks ago

Melville, United States Stellae International Full time

The Distribution Center Operations Manager ensures the efficiency & and effectiveness of processes, costs, and performance across the 3PL warehouse. The manager supervises, hires, and trains employees to maintain the staffing level; manages quality assurance, and strategizes process improvements by maintaining and increasing the efficiency of the company. Some responsibilities are but not limited to:

 

Key Responsibilities

·      Develop, improve, and maintain the performance framework including standardized processes, KPIs, SLAs, and guidelines across operation teams.

·      Communicate job expectations; plan, monitor, appraise, and review job performance of Team leaders and Team members.

·      Support the ongoing development of warehouse team members to hire, train, coach, and provide ongoing mentorship, to ensure they have the necessary skills, resources, and tools to succeed.

·      Determine root cause and gap analysis and provide the best course of action for improvement (process change, system change, training, etc.)

·      Plan and review improvement projects; prepare and complete action plans; productivity, quality, and customer-service standards.

·      Forecast overtime, analyze variance, and initiate corrective actions.

·      Monitor and analyze warehouse performance metrics to identify areas for improvement and implement corrective action as needed.

·      Oversee and schedule labor efficiently ensuring proper staffing levels without excess labor.

·      Analyze process workflow, staff, and space requirements for existing and new operations.

·      Oversee daily warehouse activities, identifying constraints and challenges, and removing roadblocks from the operation to consistently achieve goals, maintaining, and exceeding all KPIs and SLAs per client.

·      Service as primary liaison between clients, account executives, and team leaders for operation’s needs.

·      Review and approve time off based on operations and projects in coordination with account executives.

·      Serve as the primary point of contact when customer issues related to shipment and special projects in conjunction with the Director of Strategic planning.

·      Work closely with the Inbound Manager to maintain cleanliness and organization throughout the warehouse.

·      Communicate customer issues with team leaders and devise ways of improving the customer experience, including resolving problems and complaints.

·      Work closely with the Director of Strategic planning and management team to set and/or implement policies, procedures, and systems and to follow through with implementation.

·      Work with Inventory manager and team leaders to perform inventory analysis, and optimization to ensure utilizing our warehouse space effectively, and maintain solid inventory data.

·      Conduct daily follow-up meetings with account executives to analyze the floor teams’ performance.

· Constructively take corrective action with employees who cause issues in the workplace.

 

SKILLS

  • Leadership
  • Conflict Management
  • Organization
  • Decision-Making
  • People Management
  • Advanced Excel and Analytical skills
  • Reporting Skills
  • Deadline-Oriented

 

·      Ability to work with details and time-sensitive issues.

·      Analyzing training needs/requirements

·      Addressing operational concerns and issues, monitoring overall customer satisfaction

·      Critical Thinking and Problem-Solving Skills

Excellent interpersonal communication and organizing skills to coordinate project activities

·      Planning and Organizing

·      Teamwork

Qualification:

·      Bachelor's Degree in a related discipline, such as Operation, Logistics, or Industrial Engineering Supply Chain is preferred, or at least 5 years of experience in warehousing/distribution.

·      10+ years’ experience in leadership, successfully leading a team of employees.

·      Previous experience working with a WMS.

·      Proficiency in Microsoft Excel and Word is required.

·      Process improvement experience. Six sigma, Kanban, 5S.

·      Excellent oral and written communication skills are essential.

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