Creates and maintains a stable production environment through efficient and effective supervision of a support team in accordance with business needs. Establishes policies, procedures and service levels. Provides guidance, leadership and training for associates. Maintains effective relationships with, vendors, management and both internal and external customers.
Job Responsibilities:
Provides supervision and guidance on team activities, establish priorities and deadlines. Ensure timely and accurate completion of projects.
Manages the execution of department projects, including definition, resources, implementation dates, and recommends changes to systems, infrastructure or processes.
Maintain customer relationships and integration of activities through regular communications with business managers, directors and retailers (corporate and independent). Oversees and provides regional support to all West region distribution centers by the Operations team, staffed 24x7, 365 days per year.
Responsible for all aspects of managing the team including; setting goals and objectives, managing performance, developing associates, staffing and career development.
Provides support of services and applications within functional areas of responsibility. Team members support the following functions: mainframe order processing, mainframe system and applications, Order Collection management, and retail pricing services to set up price books, shelf tags, and catalogs. Provides problem solving support and analysis - applications include but are not limited to, Orderwell, Order Collection database, Retail Cross-dock, and Retail data transfer.
Responsible for continually monitoring and improving support documentation, procedures and processes and analyzing information on alternative courses of action.
Represents the region and distribution centers in the resolution of outages and high priority incidents.
Drives operational process improvements.
Facilitates the review of applications, systems or IT services to identify risks, optimize opportunities communicate findings and provide recommendations for solutions.
Facilitates projects as assigned by management
Job Requirements:
Education/Certification:
Bachelor's Degree preferred or Associate Degree in related field.
Experience:
3-5 years relevant work experience preferred
Must have strong computer skills including technical aptitude to learn applications that may be required to administer to job duties
Must be proficient in use of Microsoft Office applications.
Knowledge:
Prior experience in the customer service call center environment
Ability to interpret business data as it applies to team function
Excellent written and verbal communication skills, strong customer focus and demonstrated ability to work in geographically dispersed teams, good interpersonal skills
Ability to manage competing priorities
Skills/Abilities:
Proficient in Microsoft Applications including Excel, Word and Outlook
Preferred work experience in leading, taking charge and offering opinions and direction
Preferred work experience in reviewing, assessing and recommending process improvements and to manage associated change
Take direction from management and apply it to team responsibilities
Flexible with the ability to adjust to change.
Attention to detail.
Ability to multi-task to complete projects with multiple deadlines in an accurate and timely manner
All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, national origin, disability, or protected veteran status. UNFI is an Equal Opportunity employer committed to creating an inclusive and respectful environment for all. - M/F/Veteran/Disability. VEVRAA Federal Contractor.
