The Operations Support Specialist is responsible for monitoring performance reporting for their assigned regions/stores. They manage the workflow throughout all departments within the business. The purpose of this position is to optimize daily activities and performance of the business across the board. Performance areas will include operational processes, customer service programs, training & certifications, and store maintenance opportunities. The operational support specialist will work to improve the operations of the organization so that we become more effective, efficient and compliant. To be successful as an Operations Specialist, you should be committed to improving customer experiences and able to ensure operational efficiency. Ultimately, a top-notch Operations Specialist should have excellent organizational, people management, and problem-solving skills.
Major Duties and Responsibilities:
Optimizing operational processes and procedures for maximum efficiency while maintaining quality standards.
Assisting with the implementation of new processes and procedures.
Identifying ways to improve customer experiences.
Tracking and reporting on operational performance.
Maintaining policy and procedure documents.
Manages quality, costs and the efficiency of the organization.
Reengineers processes to improve efficiency.
Recommends process improvements for every day operating procedures.
Review unassigned HOT leads daily, work with Store/Regional teams to get customers processed quickly.
Review/monitor Store write off SOs and report address as needed
Run open orders report weekly. Validate stores are fulfilling orders, claim parts, and samples daily.
Run open invoices report, focusing on aging invoices.
Ensure required training classes are up to date, validate forklift certifications.
Run store inventory report weekly, contact stores and reallocate any available inventory. May also process any items needing moved to “As Is”.
Validate maintenance issues are being handled in a timely manner, follow up on any outstanding.
Review RMA report weekly, work with Store manager to clear any open RMA’s by cancelling or processing.
Review inventory discrepancies reported at store level.
Actively engaged in the OS&D process (Over/Short and Damaged) with both store and DC
Review orders for allocation issues at store level
Initiate pullback from store to DC
Write SO, PO, and TO’s as needed for inventory corrections and/or pullbacks at store level
Guide stores through doing a physical inventory as needed
Reporting of specified metrics on weekly/monthly basis
Ensure stores are operating on current SOPs
Managing day-to-day operations.
Proven experience in sales, retail or corporate roles
Skill in the analysis and re-engineering of systems, processes, and procedures.
Skill in organizing resources and establishing priorities.
Records maintenance skills to include database development and management.
Ability to develop, evaluate, and edit the content, structure, and format of a range of written materials.
Advanced verbal and written communication skills.
Strong interpersonal skills and the ability to effectively communicate with a wide range of individuals and constituencies in a diverse community.
Competency in NetSuite, 2020 Design, and Microsoft Office, Excel and Teams