Operations Assistant (Support Specialist)

Sherman's Inc.•Peoria Heights, IL

2d•Onsite

About The Position

This role is for an Operations Assistant, also referred to as a Support Specialist, in Peoria Heights, IL. The position is full-time and in-person, with a starting wage of $25/hour. The hours are from 11:00 am to 7:30 pm, Tuesday through Saturday, with Sundays and Mondays off. The company, Sherman's, has a unique culture focused on family values and a supportive, driven, and ambitious team environment. This role is situated in a loud, fast-moving, non-climate-controlled warehouse and delivery operation, serving as the right-hand person to the Operations Manager and supporting a team of Operations Admins. The primary responsibility is to ensure the day's operations are closed out correctly, including managing truck returns, equipment accountability, product organization, documentation of operational issues, addressing customer concerns, and ensuring all details are resolved.

Requirements

Strong Organizational Skills: Ability to prioritize daily goals, utilize technology to capture and report on completion of tasks, and help implement organizational systems.
Growth Mindset: Always looking for ways to improve and open to feedback and help from the team.
Excellent Communication Skills: Comfortable giving and receiving feedback and can listen to understand others' perspectives.
Customer-First Mentality: Dedicated to proactively resolving issues for both internal and external customers.
Technological Proficiency: Comfortable using various software systems and Excel to manage data and generate reports.
Ability to work in a loud, fast-moving, constantly changing, non-climate-controlled environment.
Ability to ensure the day gets closed out correctly, including making sure trucks return properly, equipment is accounted for, returned product is organized correctly, operational issues are documented, customer concerns are addressed, and unfinished details do not get ignored or passed along unresolved.
Ability to act as an operational coordinator, accountability partner, and customer care specialist.
Ability to help move situations toward resolution when things go wrong, such as damaged product, home damage claims, missing paperwork, incomplete routes, upset customers, missing equipment, or delivery delays.

Nice To Haves

Thrives in environments where details matter.
Wants a work environment where no two days look exactly the same.
Organized, communicative, and naturally follows through.
Wants to help people and has an instinct to collaborate and take care of people.

Responsibilities

Ensure trucks are returned properly at the end of the route — cleaned out, fueled, organized, and ready for the next day.
Ensure returned product is wrapped, labeled, documented, and stored correctly.
Account for phones, keys, totes, and equipment.
Follow up on any missing, incomplete, or off-track items.
Communicate with drivers, warehouse teams, sales teams, customer care, and leadership throughout the day.
Follow up when expectations are missed and ensure details do not fall through the cracks.
Assist with billing, inspections, reporting, delivery documentation, operational follow-up, and tracking KPIs.
Adapt quickly to changing priorities in Operations based on customer issues, delivery changes, or operational needs.
Serve as a key point of contact both internally and externally, responding to customer communication through phone calls, text messages, and email.
Actively work issues toward resolution, including delivery delays, missing product, damages, or problems that occurred during delivery or installation.
Determine which issues should be escalated to the Service & Repair department and ensure proper information is communicated.
Work with customers to resolve product damage concerns, including negotiating settlements for damaged items customers choose to keep.
Manage home damage claims related to deliveries or installations and guide the issue toward resolution.