Customer Service Manager

Novo Building Products•Raleigh, NC

39d

About The Position

Get to know us: NOVO Health Services offers linen management solutions to the healthcare industry. NOVO Health keenly focuses on safety and infection control and provides its partner hospitals with a value-driven linen management control system that measures and monitors linen utilization by department to eliminate excess internal costs. NOVO's wide range of service programs offer a variety of options to provide a seamless, single source distribution system. NOVO's regional healthcare linen facilities are HLAC accredited and operate with state-of-the-art processing equipment and processes. Direct plant distribution and logistics strategy, develop and optimize practices from a plant perspective and respective satellite depots across the market area. Direct all associated client inventory and account management activities.

Requirements

Proven customer relationship development/management skills required.
Ability to identify and understand customer needs and develop corresponding solutions.
Excellent people skills with an emphasis on the ability to listen and effectively communicate with potential customers about product and application.
Minimum 3 – 5 years of experience in Supply Chain Management/Logistics/Operations, Transportation/Materials Management or Planning/Procurement/General Business.
Minimum 2 years of experience in management required at the Manager, Senior Manager or Director level.
Requires highly strategic and analytical aptitude to define parameters and implement informed decision making.
This position entails planning and development in otherwise ambiguous situations - a strong sense of strategic direction is critical to success. In addition to strategy, tactical execution is necessary - if subordinate managers do not understand a plan/strategy/function, tactical direction and explanation with full understanding of the context is needed.
Requires extremely detail-oriented and meticulous organizational skills. By nature, logistics and distribution is a fast-paced, complex business especially within the context of a closed-loop distribution network such as reusable linen and surgical instruments.
Must have a strong understanding of the transportation portion of logistics and distribution. This position requires experience and knowledge of equipment specifications, constraints pertaining to laws/transit times/safety/etc., and knowledge of DOT/FMCSA regulations. In addition to transportation, deep operational experience with complex distribution networks is highly factored with ability to develop and execute strategy in this position.
Position requires in-depth understanding of how other functions of the business tie into distribution. Most common departments/functions this position works with include financial, quality/risk management, human resources, order fulfillment, production/operations, hospital/healthcare client relationships, and general business needs that need to be communicated to 3rd party/outside vendors (software, equipment, medical linen suppliers, etc.).
Must be able to communicate effectively across all levels of executive as well as operational management.
Must have sharp analytical prowess and computer skills aimed at identifying trends/yielding important information from various types of data. Historically, this has ranged from creating heat maps in Excel to identify vendor pricing strategies, developing online software capabilities to grow visibility of the distribution network, planning network designs for new logistics strategies, using maps to calculate optimal transit times, creating a national route database, taking equipment inventory, and more.
Large degree of flexibility and innovation adds great value to this position.
Bachelor’s degree.

Nice To Haves

Master’s degree preferred.

Responsibilities

Manage Account Service Representatives (ASR) – Provide guidance for account management activities and client inventory control
Guide ASRs in managing product & service complaints to arrive at a positive resolution and address process issues to avoid future repetition.
Assist with product/business implementation
Act as liaison between plant & customer
Oversee strategy for national distribution and logistics as well as drivers and all operations/distribution managers.
Develop distribution network designs by taking into account all possible operational constraints, pricing, ship schemes, customer docking requirements, material requirement planning, etc.
Visit clients to conduct pre-install impact studies – functions which relate more to research and development of distribution strategies than execution. Can include industry specific logistical practices considered highly complex.
Develop cross-dock (omni-channel) strategies, exploring specialized equipment (i.e. linen double decker trailers), etc.
Optimize and execute on strategic initiatives relating to the improvement of the status quo. This includes mapping national routing strategies, identifying optimal transit and order sequencing route plans to reduce transportation and overtime expenses, conducting cost analyses and projections to measure the financial impact of implementing/removing specific logistical changes, identifying key areas of visibility required of a software and working with Operations Excellence and software vendors to outfit technological capabilities for appropriate business needs, etc.
Manage all functions relating to the transportation portion of logistics and distribution. This includes working closely with the industrial lease consulting team to outfit the facilities with affordable and efficient internal transportation units (mostly a procurement function for equipment), filing and instructing PMA and Automotive Accident Investigations (includes working with Quality/Risk Management), handling fleet safety issues pertaining to the DOT/FMCSA, etc.
Perform other duties and projects as assigned.