Distribution Coverage Manager

United States Career • Bethlehem, PA

5d

About The Position

The Coverage Manager is responsible for the overall management of the coverage planning team, in North America. While providing a team leadership role, the Manager serves as a role model for all customer dealings, coordinates all team activity and monitors customer satisfaction levels daily via systems used at the Region Americas Bulk Scheduling Center. The coverage staff consists of individuals who work nights and weekends to handle emergency and non-emergency issues with customers these may include; delivery, driver, tank, product, equipment, and Tel-tank issues in North This position will work closely with RSC scheduling and supervisory personnel, Customer Engineering Services, Sales, Operations, Logistics, HSE and Supply Field personnel to remedy problems and maintain service to the customers Why Messer? Messer is the world’s largest privately held industrial gases company and what we do matters because it is woven into every part of life, from the medical gases that patients rely on to the essential elements needed to safely and sustainably produce the goods our communities depend on. The true strength of Messer is our people—at every level and in every role. Join us and take pride in the impact you will make by providing solutions essential to our world and lives. Reach your highest potential at our stable, inclusive company with diverse opportunities in a growing industry, supported by people who care. Messer stands apart because we put what matters first, and you matter.

Requirements

• Bachelor’s degree, preferably in Logistics, business, or supply chain management
• 3 years of management/supervisory experience a plus
• 5 years of dispatch and/or planning experience required
• Ability to work second shift (afternoon shift)
• Ability to take calls at night and on weekends to resolve issues
• Effective written and oral communication skills
• Good Analytical Skills
• Strong Math Skills
• Strong Customer Service Skills
• Capable of working efficiently with multiple software systems
• Ability to work in a busy call center environment with changing task and a continuous workflow

Responsibilities

• Planning and Organizing Identifies, develops and drives best practice initiatives inside the Region Americas Bulk Scheduling Center with Sales and Operation Teams.
• Ensures compliance with standard procedures.
• Expert on all Hazardous response processes and trainer for all Scheduling Center employees
• Works with Distribution KPI’s and other scorecards to maximize continuous improvement efforts.
• Plans resources and sets expectations of team members to meet or exceed KPIs and targets
• Works with Head of Scheduling, Distribution Planning Managers, Sales, Supply Field Personnel to regularly evaluate most efficient way to manage team and set strategic direction
• Manages emergency, upset conditions with plants and daily dispatch for the geographic team
• Distributes daily workload and maintains shift schedules
• Serves as first line management escalation point to resolve customers or location issues
• Works with logistics and regional management using the systems provided at the Scheduling Center, monitors all internal and external levels of service and key performance indicators (KPIs) used in the measurement of customer satisfaction
• Work closely with the markets and product management organizations as well as the area sales managers, supply organization within a region to collaborate regularly on a range of customer priorities, implications and initiatives.
• Responsible for all supervisory aspects and personnel administration for the Coverage Team.
• Involved in recruiting and orientation for vacant positions within the Coverage team.
• Trains, develops, motivates and guides all Coverage Planners in the Scheduling Center in the use of all systems and tools.
• Identifies training requirements for individual coverage planners.
• Provides quarterly feedback to coverage planners via scorecard.
• Inspires Messer behavioral competencies, and customer ownership within Coverage planners.
• Cascades own goals and works with the coverage planners in creating their development plan via the PMP process.
• Drives performance via various performance management tools, PMP, coaching/counselling, PIP, scorecard, KPIs, etc.
• Fosters a positive team environment
• Meets team KPI’s
• Assist in the meeting Regional sales and profit goals through delivery of customer service and cost targets
• Assist in the delivery of Messer Safety goals

What This Job Offers

• Job Type: Full-time
• Career Level: Manager