Ensure highest level of customer service though the effective leadership and management of the Logistical Services Projects team. Ensures department objectives are achieved and maintained with a targeted emphasis on continuous improvement activities under the current business strategy.
This position requires a proactive working manager who is competent in the order entry of simple and complex component order types within the One4AL system. The manager is expected to train, develop, and assist individual members of the team when required.
Provide Leadership and direction for staff
Manages a team with the responsibility of processing complex Service orders for Field Service, Service Center Repairs and Component Upgrades. Works with Field Service and Service Center Managers to ensure the coordination of business processes and order execution.
Develop, implement, monitor, and assure team adheres to individual and department quality standards, deadlines, procedures and KPI’s.
Continuously reviews processes and procedures to identify improvements
Creates team objectives in alignment with sales divisions business plans
Interpret and communicate work procedures and company policies to staff
Proactively manages team capacity and workload distribution.
Perform annual performance reviews and provides recommendations for merit increases
Participate in recruitment and selection for new employees
Develop the team flexibility through cross training
Lead and direct Alfa Laval Production System (ALPS)
Cell Status Board Performance and improvement meetings
Implement and monitor KPI’s based on business and departmental requirements
Standard Operating Procedure (SOP) creation and matrix development
Ensures team members are involved in Service Operations Cell Status Board meetings and make it part of the order management process.
Business systems and processes
Provides system and process training to personnel for most efficient order entry and order administration.
Active member of US One4AL Super User core team.
Review and test ERP system releases and provide feedback
Ensures team is knowledgeable on the SMS and ALSO software process
Ensure team members are managing backlog to ensure orders are updated and invoiced properly
Coordinates with AMDC, Service Sales and Operations to resolve any customer issues or warranty claims.
Provides necessary support to Shared Services regarding Account Receivable issues and accounts payable issues.
Ensures team is trained and knowledgeable on company policies pertaining to Purchase Orders, Terms and Conditions and other commercial aspects of a customer order
Education (degree or years) and/or Certification/Registration
Bachelor’s Degree preferred. Consideration will be given to those with relevant experience
Type and Length of Experience
Previous leadership/management experience. Minimum of five years management experience preferred.
Experience managing and working in virtual teams
Experience in manufacturing, distribution, or engineering environment preferred.
Experience in customer service, inside sales or sales
Knowledge, Skills, Abilities and Attributes Desired
Ability to coordinate inter-activity between all departments and make decisions based on available data and instinct.
Strong managerial and leadership skills. Ability to modify leadership style and management approach to reach company goals and objectives.
Strong ERP, CRM, and other business-related system experience
Knowledge of inside sales and call center functions
Experience with methodologies used in manufacturing to include improvement
Excellent communication skills, both written and verbal. Ability to direct personnel in team direction to accomplish specific goals
Strong attention to detail
Strong project management skill set
Strong analytical approach to problem solving
Strong decision-making ability
Advanced knowledge of standard word processing, spreadsheet, and database applications.
Job requires a willingness to lead, take charge, and offer opinions and direction
