Operations Management

Staffmark Workforce Solutions offers this exciting contract opportunity at a global leader in electronics, mobile devices, and appliances located in Ridgefield Park, NJ.

Operations Management

Top Skills:

1. Vendor Management
2. Advanced Excel & Reporting
3. Order entry

Summary:

The main function of an operations manager is to ensure that the different departments in the company follow through with the plans and devices he/she makes for the business's success.

This position manages the day-to-day operations of the outsourced Business Center (BC). The Operations Supervisor will be expected to execute the operational duties of contact center and vendor operations in alignment with approved operational goals. The Operations Supervisor audits vendor(s) daily, weekly, and monthly deliverables against their contractual obligations and KPIs. This position will serve as a liaison between the client, Consumer accounts, and contact center associates/Management and cross-functional teams.

Responsibilities:

• Support vendor operations manager in the implementation of new policies, procedures, and standards for outsourced business centers.
• Support outsourced business center on daily communication with delivery partners related to consumer deliveries, order reconciliation, and system issues.
• Coordinate daily communication between Returns teams and outsourced business center to complete returns reconciliation transactions.
• Own End-to-end order and delivery seeding and influencers programs for home appliances.
• Work with the vendor operations Manager to audit the quality of contact center agent calls.
• Support new accounts onboarded (Retail, Builder, Other).
• Own end-to-end Damage Allowance program and Approve/Enter daily damage allowances for consumers.
• Own end-to-end Damage Allowance Audit Process for the Consumer accounts offering damage allowances.
• Own end-to-end Home Depot Small Appliances Return process.
• Own end-to-end Home Depot Store Display Return process.
• Send required daily, weekly, and monthly reports.
• Interact with multiple departments (internal and external): Consumers (External - staff), Delivery Partner (External- staff), (Internal - staff), and Business Center Vendor (External - Supervisor teams to floor associates).
• Work with third-party vendor(s) and multiple corporate teams: Logistics Outbound, Reverse Logistics, Supply Chain, Accounts Payable, Order Management, Sales and Service, and Mor
• Oversee all necessary duties to sustain clients' main goal of ensuring a smooth delivery experience for the end consumers and customers purchasing home appliances directly or through one of the supported retailers.
• Support all necessary duties to sustain the vendor manager's main goal of ensuring a smooth delivery experience for the end consumers purchasing home appliances.
• Responsible for turnaround times for vendor reports.
• Responsible for new reports needed from vendors.
• Responsible for call recordings to audit.

Requirements:

• Bachelor's Degree required
• Years of experience: 4+ years
• Some experience with Agile project/procedure management preferred
• Pays attention to detail
• Stays up-to-date
• Can easily document a new process or problem
• Can collect and condense data into information that can be acted on
• Excels with computer software programs, i.e. Excel, PowerPoint, Word, and new/emerging presentation programs
• Vendor management experience, preferably with contact centers, hands-on experience with customer service, order management, vendor training, and sales operations
• Call center experience desired but not required
• Flexible and adaptable to clients fast-paced, ever-changing environment, with the proven ability to work in ambiguous situations or with limited direction - Works effectively with competing priorities
• Sales-driven; and can perform root-cause analysis to quickly find and present resolutions - looking for someone who is tactical
• Strong interpersonal, and communication skills to coordinate and support transactions across multiple teams
• Ability to meet deadlines in a fast-paced and demanding environment
• Regular, consistent, and punctual attendance. Must be able to occasionally work later hours and weekends
• Ability to build internal cross-functional relationships and partnerships

Staffmark talent working with this client receive competitive compensation and a great benefits package, including medical, dental, vision, 401K, and Paid Time Off plus more!