Regional Customer Service Manager

Position Description Primary Purpose:

- To ensure the efficient and accurate operations of Inventory Control and Management of the Northeast Region. Provide leadership to ensure standardization where applicable capitalizing on efforts throughout the region.

- Subject matter expect for inventory for the entire region. Work with and provide the inventory teams with support to fulfill their responsibilities. Coordinates with all terminals to provide support and alignment.

Responsibilities

- Supporting day-to-day customer service operations

- Standardize inventory processes across the region with a focus on leveraging best practices.

- Lead performance improvement initiatives for inventory, teamwork, and communications through mentoring and coaching teammates.

- Support and help maintain SOX compliance

- Promote SQE with a focus on quality improvement programs.

- Responsible for evaluating and standardizing inventory and customer service training requirements.

- Responsible for proactively making changes in scheduling to avoid out of compliance events.

- Working closely with operations to ensure timely communication to customers.

- Regional KPI reporting for all customers and the terminals.

- Work with facility personnel to review overall process and make process improvement.

- Works closely with operations support and quality control manager on product quality, product measurement, and emerging issues.

- Participate and lead inventory and quality investigations for all incidents / near miss reports in this discipline.

- Review/Generate/Implement changes via MOC process

- Provide leadership, guidance, and support to initiate new customers and/or contracts.

- Disciplinary actions

- Lead incident/root cause investigations

- Document control/records retention

- Audit inventory and quality activities, identify and correct deficiencies

- Continuously assess inventory and quality processes and provide strategy and direction to make improvements.

- Provide overall support to help resolve inventory issues.

- Provide support to Customer Service and Dispatch if needed at each terminal to ensure successful completion of their daily duties.

- Manage overall department performance and completion of annual Performance Evaluations.

- Ensure audit readiness for any external or internal audits of our inventory processes and procedures.

- Other duties as assigned.

Position Requirements

EQUAL OPPORTUNITY EMPLOYER STATEMENT: We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.