Operations Manager

Pella Windows & Doors•Orlando, FL

11d•Hybrid

About The Position

The Operations Manager is responsible for managing the order fulfillment and customer support processes at assigned branch locations. This includes responsibility for exercising independent judgment to provide a seamless customer experience by leading the order fulfillment team. This may include project coordination, service coordination, warehouse and delivery functions, and/or installation. The Operations Manager is responsible for the identification, development, and implementation of programs, policies, and procedures that support total customer satisfaction, company profitability, and market share growth.

Requirements

Must be able to develop a strong understanding of all Pella products and their applications.
Must have outstanding problem-solving skills and the ability to demonstrate a high level of responsiveness towards urgent customer issues.
Must exhibit superior communication skills and the ability to maintain professionalism in times of great adversity and pressure.
Works collaboratively and creates a sense of trust and reliability with internal team and customers.
Demonstrates a strong work ethic and flexibility towards the needs of the business.
Leverage the expertise of other internal team members as appropriate.
Champions change and innovation within the organization.
Focused on details and follow through.
Proficiency with Microsoft Office, smart devices, and the ability to learn proprietary software programs and applications.
Bachelor’s degree from four-year college or university; or five to ten years related experience and/or training, or equivalent combination of education and experience.
Excellent verbal and written English language skills are required as well as good public relations, public speaking, instructional/teaching, and customer service skills.
Ability to read, interpret, understand and explain documents such as company policies and benefits.
Ability to effectively present information to others, gather information from others, and respond appropriately to questions from employees, managers, co-workers, agents, customers, and the general public.
Must be able to listen, assess and diagnose hidden meanings, and empathize.
Must be able to resolve conflict in the best interests of the business and our customers.
Must display excellent phone and email etiquette, and the ability to communicate in a professional manner.
Must be able to make eye contact and present appropriate persona for the situation when interacting with fellow employees or waiting on a customer/visitor in person on a regular and consistent basis.
Must be a team player and exhibit a strong desire to learn and promote self-growth.
Must be pro-active, have a good attitude, be self-disciplined, and self-motivated.
Must be a "take-charge" person with a demonstrated ability to follow projects through to completion.
Attention to administrative detail is required.
Must be articulate, able to give clear instructions, demonstrate organizational skills, and meet reasonable deadlines.
Must be able to maintain strict confidence with regards to sensitive and protected personnel/confidential information.
Must be able to gain trust, respect, and confidence of employees and managers.
Must be able to hold firm when necessary, provide constructive feedback, and compromise when called for.
Must present in a clean and neat physical appearance and strictly abide by company dress code serving as a role model for other employees, customer and visitors.
Must have ability to understand and communicate basic math associated with operational costs and/or revenue.
Must have the ability to interpret financial reports and commonly used company performance reporting methods.
Must have ability to solve practical problems without close supervision.
Must be able to determine appropriate resolution in dealing with employee concerns and questions and set appropriate boundaries.
Must possess good thought processes, problem-solving skills, and investigative theory.
Must be able to use sound judgment and make objective decisions in the company's best interest at all times.
Must be able to demonstrate ability to synthesize people and events, problem solve, and engage individuals in effective conversation.
Regularly required to sit and use hands to finger, handle, or feel, especially with use of the phone and computer.
Frequently required to reach with hands and arms and talk or hear especially in use of the telephone and meetings.
Occasionally required to stand, walk, stoop, kneel, crouch, or crawl.
May occasionally lift and or move up to 25 lbs.
Specific vision abilities required by this job include close vision, and ability to adjust focus to read written company forms, correspondence, policies, brochures, state/local/federal employment law manuals, and other documents and reading materials as well as the computer.
Must be available to work outside a "normal" work week (overtime) as necessary, including evenings and weekends.

Nice To Haves

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Responsibilities

Ensuring that all customer expectations regarding order fulfillment are met, including adequate and efficient staffing strategies, driving accuracy and urgency within the order fulfillment group, and encouraging utilization and continuous improvement of order fulfillment processes, systems, and metrics.
Direct supervision of exempt and/or non-exempt team members, including selection, training, performance evaluation and development, skills assessment, discipline and discharge, payroll reporting and staffing.
Reviewing financial statements on a regular basis to analyze trends and identify opportunities.
Considering strategic opportunities and sharing information with staff to develop decision making ability and growth.
Responding to and/or delegating escalated customer inquiries and ensuring resolution.
Developing and regularly communicating operational objectives and strategies to various stakeholders.
Developing an expert level understanding of all Pella products and their applications.
Driving the accuracy and efficient management of inventory levels and recommending ways to improve return on assets managed; overseeing the quarterly physical inventory process.
Serving as a key management sponsor of the company Safety Program.
Providing leadership for all company efforts toward continuous improvement.
Driving the development of measurement tools to accurately gauge opportunities for improvement and the success of continuous improvement efforts.
Planning and maintaining department budgets (expense and capital).
Ensuring efficiency, cost measurement and analysis, strategic cost planning, and overall profitability.
Identifying opportunities to drive operational efficiency; implementing and/or delegating necessary action to realize benefits.
Regularly reviewing growth objectives, analyzing facility utilization and implementing strategies to support appropriate facility usage.
Recommending control procedures to prevent product or customer shortages, material waste, or order fulfillment delays.
Negotiating all new lease or purchasing agreements for company delivery and/or service vehicles.
Having ultimate responsibility for vehicle fleet safety, particularly DOT compliance.
Acting as a branch knowledge leader and resource on the usage of systems in the order fulfillment process.
Maintaining the integrity of system information, developing processes for usage, training employees, developing understanding of systems integration, and maintaining consistency of systems usage within the order fulfillment department.
Researching systems capabilities to leverage and/or optimize their functionality.
Hiring and training; planning, assigning, and directing work; appraising performance; rewarding and disciplining behaviors; addressing and resolving concerns and facilitating professional development.
Carrying out supervisory responsibilities in accordance with the organization’s policies and applicable laws.
Establishing customer service driven performance criteria, conducting regular performance evaluations and any necessary disciplinary proceedings within the department.
Ensuring the overall efficiency, quantity and quality of work performed in all order fulfillment processes, including ensuring all key positions have adequate back-up and providing resources for all individuals to perform their functions.
Providing truthful and timely feedback to all employees.
Remaining alert to changing signals in employee engagement.
Acting as a liaison in creating proactive communication between all departments.
Acting as a point of contact for and cooperating with requests from Pella Corporation.
Participating in Subsidiary planning and communication regarding operational objectives and/or opportunities to drive consistency.
Enforcing company and department policies when applicable.
Fostering integration throughout the entire organization.
Working with other members of management to instill and promote the Pella Way in all facets of the business.
Researching, creating, authorizing, implementing and updating documents such as policies, procedures, forms and standard work.
Attending appropriate professional seminars and workshops and reviewing reading materials and professional journals to keep current with changing business trends.
Ensuring the availability of statistical information/reports for management and Pella Corporation.
Attending and sometimes facilitating company or department meetings/training sessions, product training sessions, etc.