Operations Supervisor (Mat Cover)
Job Description
This position is responsible for directly supervising all aspects of the operations department & client relations.
The Ideal Candidate
Exemplary supervisory and people management skills
Ability to resolve issues in a timely manner independently
Professional demeanour and polished telephone communication skills
Ability to multitask in a fast paced environment over a wide range of assigned tasks
Positive attitude and strong work ethic
Ability to delegate tasks and follow-up
Qualifications:
The incumbent will possess or demonstrate an ability to acquire the following
Minimum of 3 years supervisory/management experience
Demonstrated ability to interact, motivate & mentor individuals in the workplace
Knowledge of Microsoft Office, Excel, and Outlook
Communication and analytical skills
Ability to thrive in a fast paced environment
Excellent written and oral communication skills and proven reading comprehension skills
Demonstrated organizational and time management skills
Physical Demands:
Office Environment; sit, stand as required
Occasionally lift or move up to 10 pounds
Key Responsibilities
Directly supervise the Operations Teams, 17 associates; including Customer Service/Scheduling , Tech Support, Extended Warranty Team, Annual Service Agreement Team and Audit teams in Ontario and British Columbia
Set a strong example while mentoring and leading the team
Be capable and willing to complete all duties within the Operations department to provide blanket coverage as needed
Ensure all departments are functioning at full capacity, meeting sales targets, and reaching all outlined departmental KPI’s
Create KPI targets & generate corresponding performance reports for each employee
Track all attendance, including vacation, sick, and personal emergency days
Provide exceptional customer service to build strong relationships & support client retention
Educate customers about the organization’s products and services
Manage and deal with all customer escalations directly in a timely manner, including marketing team feedback
Maintain communication with customers via email, phone calls, mail, etc.
Prepare proper documentation and feedback on routine customer correspondence for future reference purposes in APLX
Update all EW/ASA contracts systemically as needed
Review all requests for additional discounts, evaluate potential risk factors, determine fair amounts, and approve final totals
Manage, print, divide, and distribute all EW/ASA customer communication letters on a daily basis
Ensure that all documents are signed and uploaded in AGS(Payment Plan, Quote Sheet, Funding paperwork and pictures of installations)
Ensure daily coordination with Sales Admin to confirm that all paperwork is signed and received
Update the Sales Team with customer files on hold for a duration of time without a deposit and all cancelled sales
Forward customer information to the Sales Admin Team to ensure required updates are made to customer files on AGS
Prepare bi-weekly & weekly progress reports for Payroll for multiple departments
Oversee the advising of the Finance Department on scheduling of hotel bookings and flights for the Installer/Service Technicians as required
Accurately report and appropriately document accidents, injuries, and incidents
Keep all supervised areas and immediate work areas clean and orderly. Maintain appearance and overall environment of facilities by completing a daily walk through
Perform annual reviews, appraisals, and performance management reviews for the operations staff members
Create and upkeep all SOP documents to ensure compliance of company’s policies & procedures
Prepare all other reports/statistics as requested by the operations manager
Respond to all inquirers (department wide) from senior management & CEO
Other daily administrative duties; distributing mail, uploading documents in APLX, etc.
Other duties as assigned/required
Salary Package
Please direct resumes to HR@acornstairlifts.ca
Benefits
- Induction and Training Programme
- On-going Coaching and Development
About the Production and Warehousing Department
Our production teams take pride in manufacturing our product to the highest possible standards using innovative manufacturing methods and managing the packaging and distribution of our product to customers globally. Roles within production include administration, production, warehousing, quality and inventory control and engineering. Positions range from operative to management levels, providing opportunities for individual progression.
Working with Acorn Stairlifts
Employing around 1,500 people worldwide Acorn is the world's largest independent manufacturer and supplier of straight stairlifts, with sales in over 80 countries and offices on 4 continents. Acorn achieved the Investors in People award and continues to invest in its most valuable resource: its people.
Career Overview
Job Ref: Operations Supervisor (Mat Cover)
Posting Date: 29/11/2019
Closing Date: 18/12/2019
- Acorn Stairlifts Canada
- Burlington, Ontario
- Self Employed Representative
- Production and Warehousing
- $0.00