Kaman Corporation

  • Customer Operations Manager

    Location : Location US-CA-Chico
    Requisition ID
    2018-1905
    Category
    Customer Service/Support
    Segment
    Kaman Distribution
    # of Openings
    1
    Posted Date
    2 weeks ago(11/1/2018 4:37 PM)
  • Overview

     

    Kaman Industrial Technologies, a subdivision of Kaman Distribution Group, is a leading distributor of industrial parts, and operates more than 200 customer service centers across North America. Kaman offers more than four million items including bearings, mechanical power transmission, electrical and automation, material handling, motion control, fluid power and MRO supplies to customers in virtually every industry. Additionally, Kaman provides engineering, design and support for automation, electrical, linear, hydraulic and pneumatic systems as well as belting and rubber fabrication, customized mechanical services, hose assemblies, repair, fluid analysis and motor management. The distribution group is a segment of Kaman Corporation. Kaman Corporation (NASDAQ-GS: KAMN), founded in 1945 by aviation pioneer Charles H. Kaman, and headquartered in Bloomfield, Connecticut conducts business in the aerospace and industrial distribution markets. 

     

     

    Kaman Industrial Technologies has a vacancy for a self-motivated and experienced Customer Operations Manager knowledgeable in the industrial products distribution business to join our team in Sacramento/Northern CA.

     

    Summary:  

     

    The Customer Operations Manager is responsible for leading and managing customer service employees in assigned location(s) by providing direction to ensure customers receive exceptional service and achieve performance goals. You will manage the team members by instilling best practices and collaborating with various Kaman departments & vendors to maximize profitability and increase efficiency following company policies/procedures and standards of conduct.

     

     

     

     

     

     

    Essential Duties and Responsibilities

     

    People Management & Workforce Optimization

    • Responsible for securing adequate staffing for all locations at all times following Company policy with visibility on a shared calendar
    • Balance daily work load of the CS team to ensure customers are receiving highest level of service
    • Conducts at minimum bi-weekly or weekly visits to all assigned locations with set agenda
    • Develops, guides, coaches the CS team to continually provide the highest level of customer service to retain customers
    • Conducts the onboarding of all new employees for consistent best practices & procedures
    • Continually identifies, develops & coordinates training for all employees to maximize profit, process improvement efficiency gains, and/or vendor training for product knowledge
    • Ensures a clean facility (desks, warehouse, break rooms, bathrooms) and equipment is properly maintained at all assigned locations
    • Creates and enforces daily schedule at assigned locations for opening/distributing daily mail, branch email inbox and faxes received
    • Sets standards/expectations with customer service team on organization, professional handling with customer communication via phone and email
    • Establishes goals and expectations for all employees and delivers annual performance reviews
    • Delivers performance feedback and coaching on a regular basis including corrective action as necessary
    • Participates in the interviewing and hiring process for new employees
    • Completes & maintains employee records for payroll as required
    • Personally follows and ensures adherence to all company policies and procedures including but not limited to the Kaman Code of Business Conduct & Ethics and all safety requirements

     

    Customer Service Leadership

    • Manages team of customer service employees (CSRs, CSAs, SSRs, SARs, SAs, etc) to guarantee we are responding to all customer inquiries in a timely manner with the CS team:
    • Quotations should be first call resolution or 24 hour maximum response time & created in Kaman system
    • Order Entry must be completed same day as order received with accuracy
    • Vendor Order should be completed at the time of order entry utilizing Kaman inventory or DVAT technology with alternatives of EDI or fax/emailing.
    • Vendor Order Acknowledgements must be received within 24 hours verified for accuracy
    • Expediting conducted on a proactively basis 1 week prior to expected delivery date - Other request must be completed within 24 hours
    • Conducts cross training with all CS team members to ensure they have the knowledge, understanding and ability to execute any requirement to service our customers at any time
    • Verifies customer notes in Kaman system are maintained & reviewed by CS team to service all our customers’ requirements and preferred vendors are captured for profitability
    • Coordinates & manages large inquiries with CS team to ensure on time response for customers and/or other Kaman departments
    • Ensures receiving, shipments & billing of customers invoices are completed daily for all assigned locations
    • Confirms accurate execution of daily reports for all assigned locations is completed each day
    • Ensures all customer credits and vendor debits are processed timely & accurately for all assigned locations
    • Responds to and addresses customer complaints timely with communication back to location team on complaint with resolution to prevent in the future

     

    Relationships

    • Develops working relationships with our vendors to ensure Kaman receives exceptional service & response time for request on quotes, order processing, expediting and pricing
    • Develops, works with, and maintains relationships with all Kaman departments to identify & resolve problems for efficiency gains along with maximizing our profitability
    • Develops relationships & communicates minimum of weekly with Sales to proactively grows sales while maximizing profits & discuss customer service achievements or concerns
    • Develops & maintains relationships with key customers identifying gaps which would improve performance & increase sales

     

    Sales & Profitability

    • Reviews monthly rebate report working with Sales and/or Vendors to obtain rebate renewals timely
    • Responsible to ensure all freight charges are accurate & recovered that are bill to assigned locations by reviewing the weekly/monthly reports
    • Responsible to review all daily CI reports to identify opportunities to improve profitability and adherence to guidelines
    • Participate in all CI meetings for assigned locations
    • Asset & Policy Compliance
    • Responsible for Petty Cash per the Company policy balancing & submitting monthly for assigned locations
    • Responsible for submitting weekly Cash Sales per the Company policy for assigned locations
    • Compliant with the Record Retention Policy for all assigned locations
    • Ensures CS team understands and complies with the SER & High Dollar Quote Procedures
    • Responsible for adherence to SOX Compliance for all assigned locations
    • Compliant with all Company Policies & Procedures
    • Management
    • Manages purchases for office suppliers and/or service needs for assigned locations per the Company policy
    • Ensures each assigned location is prepared for and completes yearly physical inventory accurately
    • Manages inventory at each assigned location with the FIS as required
    • Participates in the business plan/budget as needed
    • Participates in Location/District/Regional/Area Management meetings
    • Provides manager weekly itinerary
    • Supports all company initiatives
    • Submits expense reports timely
    • Reports mileage monthly (if applicable)

     

    Other duties as assigned

     

    Qualifications

    Experience –  Minimum of 3 years working in distribution.  Must have experience leading, coaching and mentoring customer service employees.  Experience working with a business ERP software system is preferred. 

    Job Competencies:

    • Workforce optimization – effectively manages staff and schedule to ensure best-in-class customer service.  Create a team environment that is motivated for success.  
    • Grow sales & margins - develop trusted business partner relationships with key customers, suppliers and sales personnel in the local market place.  Support territory managers/sales engineers with planning and growing profitable sales. 
    • Training and Team Development – create employee development plans and tracks them to improve individual and group performance.  Develop and support team training through coaching and mentoring.  Ensure customer service team understand and is in compliance with company policies and procedures. 
    • Versatility – exhibit competency in multiple areas (i.e., customer service, sales, management, leadership and problem solving); multi-tasks quickly; work in alignment with the company mission statement.

    Skills:

    • Excellent verbal and written communication skills
    • Superior customer service skills
    • Effectively multitask; handle multiple priorities at one time
    • Resolve issues quickly and effectively
    • Self-motivated and can motivate others to perform at a high level
    • Ability to learn and understand technical products

    Knowledge Essential to the Position

    • Basic knowledge of technical industrial automation products and services
    • A strong working knowledge of technology including business ERP systems and Microsoft Applications
    • Leading and managing others for success.
    • Create goals and objectives and motivate staff to achieve goals on time and efficiently.

    Other: Valid driver’s license may be required.

     

    Physical Requirements: Must frequently lift and or move between to 30 – 40 pounds. Requires bending, standing and reaching for products. 

    Education

    Education – Prefer a business degree or equivalent work experience.

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