Service Center Operations Supervisor

2 weeks ago

Irving, Texas, United States The McAlear Group Full time

This role involves supporting the oversight of all operational functions and related expenses of the designated service center, with an emphasis on enhancing productivity and delivering exceptional customer service.

At The McAlear Group, we uphold the principles of the Ideal Team Player. Our team embodies the characteristics of Humble (quick to acknowledge the contributions of others), Hungry (self-driven and diligent), Smart (socially perceptive and aware), Safety-Conscious (committed to reducing safety risks), Quality-Conscious (takes pride in their work), and Attendance (values their presence).

KEY RESPONSIBILITIES:

  • Oversee inventory levels and, with managerial consent, make adjustments as necessary.
  • Establish a team structure to effectively achieve the service center's objectives.
  • Participate in the recruitment process and recommend candidates for employment.
  • Engage with customers directly, whether in person or via phone, demonstrating excellent customer service and communication skills.
  • Plan, coordinate, train, and motivate service center team members; monitor and assess their performance, ensuring safe operation of material handling equipment; provide guidance, recognition, and disciplinary actions as needed.
  • Ensure that all equipment is maintained in adequate quantity and condition to fulfill the service center's mission safely and effectively.
  • Train team members to work efficiently with a strong sense of professionalism, urgency, and commitment to customer service.
  • Deliver exceptional customer service by adhering to all Customer Pick-Up procedures, policies, and processes.
  • Track, document, and report any inventory discrepancies and manage the return of goods.
  • Comply with company safety protocols and maintain a secure working environment.
  • Assist in managing asset control during shipping processes and address departmental security matters.
  • Coordinate shipping and delivery efforts with the Purchasing Department.
  • Prepare performance evaluations and progress reports for Warehouse Customer Service Specialists (all levels), documenting key events and relevant information for assessments.
  • Regular attendance and punctuality are critical for effective on-site customer service.
  • Review the daily warehouse schedule to ensure adequate coverage for shifts and promptly inform the Service Center Manager of any discrepancies.
  • Complete necessary HR documentation for warehouse team members.
  • Conduct safety audits and maintain cleanliness in the Service Center.
  • Manage and document product deliveries using company vehicles.

ADDITIONAL RESPONSIBILITIES:

  • Support customer service, sales, and technical assistance across all product divisions.
  • Assist in managing order entry controls and pricing policies in line with company standards.
  • Help with loading and unloading trucks when required.
  • Provide insights regarding potential new products and service opportunities.
  • Perform other duties as assigned.

PHYSICAL REQUIREMENTS & WORK ENVIRONMENT:

  • Ability to perform tasks that involve frequent lifting, twisting, bending, stooping, pulling, pushing, walking, and standing for extended periods.
  • Capability to frequently bend, stretch, and lift items weighing up to 50 pounds.
  • Must possess the ability to operate a forklift and maintain a clean driving record.

SKILLS & QUALIFICATIONS:

  • Familiarity with overhead garage door products, as well as repair and installation processes.
  • Exceptional computer skills, with proficiency in Microsoft Excel and Word.
  • Excellent verbal and written communication abilities.
  • Must exhibit friendliness and patience.
  • Professional demeanor and strong work ethic are essential.
  • Ability to work independently and make sound decisions based on judgment.
  • Maintain a positive attitude.
  • High ethical standards.
  • Superior customer service capabilities.
  • Ability to frequently shift focus while remaining detail-oriented and organized.
  • Conflict resolution and problem-solving skills are crucial for this role.
  • Must be able to operate a forklift and have a clean driving record.

EDUCATION & EXPERIENCE:

REQUIRED:

  • High School diploma.

PREFERRED:

  • B.S. or B.A. in a business or industrial-related field is preferred.

The McAlear Group provides a comprehensive benefits package for eligible employees, including 401k, health and life insurance, Employee Assistance Program (EAP), disability coverage, and paid time off.

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