FSL Manager

Asurion•Detroit, MI

4d•Hybrid

About The Position

The Manager, Forward Stocking Locations is responsible for ensuring excellent consumer experience for all Asurion customers and clients across multiple industries and businesses. The Manager supports the Asurion mobility organization. Analyzing business needs and building action plans to meet those needs. The manager will be responsible for tracking performance, ensuring SLAs are met, verify quality, and several other KPIs for their assigned territory forward stocking locations (FSLs). The Manager will fill the role of being the primary professional representative of Asurion to the external entities as well as working cross functional with several internal departments. Manager will seek out opportunities to minimize overall cost to serve by planning and executing activities within the assigned region along with ensuring each provider is fully compliant in order to support client contractual obligations and well as to mitigate legal and risk concerns.

Requirements

Exceptional analytical ability
Strong leadership qualities, with the ability to develop and execute a program quickly
Requires ability to travel and participate presentations
Ability to handle multiple tasks and react quickly to the changing face of the service industry.
Ability to work with internal and external parties
Microsoft Office skills including Word and Excel
Business or related College degree
5 years minimum experience in service management, or technical experience
Proven track record in the areas of cost reduction, quality management, and customer service
Previous experience in vendor relations
Previous department/team management
Previous Management experience at a Service center level
Active listener; strong communication - verbal and non-verbal. Ability to influence
Effective problem solver; works through ambiguity; provides options; executes well
Manages time; self-directed; provides guidance to more junior team members
Manages relationships with key stakeholders and ensures effective teamwork across team
Solid business acumen: anticipates obstacles and supports team's success
Leads change for team members and team's work
Team leader and supports team to ensure success. Develops trust-based relationships.
Proactively seek as well as provides coaching and feedback to team and peers
Engage, inspires team members. Effective at determining work to own and work to delegate.
Drives for continuous improvement.
Accountable for performance of team and ensuring a customer first mindset.

Nice To Haves

Required that employees work in a distraction-free workplace and is ergonomically set to meet the company’s standards.
On site visits will be required to FSL locations on a scheduled basis and unscheduled in emergency situations. 15-20%
While performing the duties of this job, the employee may spend 4-8 hours per day sitting and working at a computer. The ability to adjust focus, use hands to grasp, finger, handle, reach or feel and sit for prolonged periods are needed for this position. Ability to receive detailed information through oral communication utilizing a headset.

Responsibilities

Ensure FSLs are compliant with all contractual agreements
Maintain and manage signed agreements, contracts, insurance, for all associated FSLs
Guarantee FSLs receive and stock inventory in a timely manner
Train and certify FSLs on processes
Deliver training to FSLs and update standards and policies as needed
Conduct on-site field inspections and Service Center evaluations on a regular scheduled basis. Rate service providers on an ongoing basis based on performance and behaviors that best support Asurion same day delivery service.
Develop processes to ensure that our client’s customers receive reliable, timely, and consistent high quality of service
Identify and track shipments that may be lost
Investigate and report findings on shrink and charge FSLs accordingly
Work with FSLs through RMA, purge, cycle count processes
Track in stock percentage, committed vs available inventory levels, and investigate and fix service bench issues.
Manage parts/inventory compliance at the FSL level to ensure minimum inventory levels in support and monitor reports to ensure proper inventory controls
Manage cost control function to minimize service expense in additional authorizations without sacrificing customer service
Resolve escalations that originate from FSL or are due to FSL related problems
Weekend shifts required once per month
Other duties as assigned