Job Description

Position Summary

Under general direction or working independently, plans, directs, and manages the activities and personnel engaged in Customer Services by developing and implementing strategies to manage departmental support services operations; developing a support services staff of first line supervisors; developing and implementing strategies to manage the delivery of customer services that exceed customer expectations; developing support services business cases for new mission changes, supporting equipment and personnel; initiating customer satisfaction surveys; manage evaluation of new automated support services management systems and enhancement of existing systems; managing support services budgets and contributing to the total team effort.

All job responsibilities are to be performed in adherence with the company's Principles of Ethical Business Conduct.

Responsibilities

1. Lead, coach, mentor and inspire others to achieve optimum results by demonstrating role model behavior on a consistent basis in all that is said and done.

2. Develop and implement strategies to manage departmental customer service operations by initiating reviews of Customer Service' internal and external processes, identifying problem areas and establishing action plans for improvement; directing reviews of inventory levels to ensure maximum ability to meet customer needs and reduce inventory costs; ensuring the transfer of refurbished Reclamation items into inventory system; initiate customer meetings to review priority material demands.

3. Develop and implement strategies to manage the timely delivery of support services in and under all circumstances; initiate customer and/or vendor meetings to ensure understanding of support services priorities and to identify shortfalls that could impact departmental mission; establish review of new customer support services standards and identify plan for implementation of new and/or revised policies and/or procedures to meet and exceed customer expectations.

4. Develop customer services business cases for new mission changes, supporting equipment and personnel by evaluating new customer requirements and assess ability to support; determine additional support services needs; create supporting documentation to support needs; validate costs; create and defend business plan to support increased requirements.

5. Develop External Customer Surveys by initiating customer satisfaction survey to determine baseline; meet with primary customers to validate findings; create action plan to address customer concerns; implement corrective actions, follow up with customers to assess results.

6. Manage evaluation of new automated support services management systems and enhancement of existing systems by identifying deficiencies in existing system; provide supporting documentation for new system; coordinate needs with affected departmental agencies; present requirements to Executive Staff; ensure monies are budgeted for timely purchase of new system; participate on internal team to begin technical review; create team for testing of new system.

7. Manage Customer Services budget by reviewing direct reports performance on monitoring current year budgets and approving significant expenditures; approving direct reports draft capital and O & M budget for next fiscal year; ensure budget issues are prioritized; defend budget needs to Executive Staff.

8. Contribute to team effort by leading intra-departmental teams in review of processes to improve Customer Service functions; proactively seeking customer requirements and comments on quality of service; creating a process to ensure employee concerns are addressed; ensuring the fair application of company policies; treating employees with respect; being an advocate for improving the effectiveness and efficiency of the materials management process.

9. Develop Customer Services staff of first line supervisors by hiring, training, coaching, and evaluating the performance of all the direct reporting supervisors for departmental Customer Services operations; reviewing supervisor and employee training needs and budgeting for personnel training; holding supervisors accountable for understanding and applying company employment policies fairly; supporting diversity in the work-force.

10. Define the personnel requirements and training of department employees.

11. Coordinate activities with departments such as Planning, Order Desk, and Operations to affect operational efficiency and economy.

12. Oversee and supervise Account Managers, Account Coordinators and Sales Order Entry Clerk.

13. Work with Operations Manager to ensure that incoming work fits the facility capabilities and is processed correctly to issue proper billing.
14. Analyze division or department budget requests to identify areas in which reductions can be made, and allocates operating budget.

15. Confer with administrative personnel and reviews activity, operating, and sales reports to determine changes in programs or operations required.

16. Direct preparation of directives to division or department administrator outlining policy, program or operations changes to be implemented.

17. Promote organization in industry, manufacturing or trade associations.

18. Ensure that all aspects of the Quality Policy and Objectives are understood and enacted.

19. Issue monthly reports summarizing Support Services activity and status.

20. Ensure that all aspects of the Quality Policy and Objectives are understood and enacted.

21. Conduct staff meetings on a weekly basis.

22. Conduct performance appraisals for direct reports in a timely manner. Recommend salary changes in accordance with pre-determined guidelines.

23. Participate in the annual Management Resource Planning (MRP) process. Develop, communicate and maintain appropriate career development plans for all direct reports.

24. Participate in and satisfactorily completes all training requirements for the assigned position.

25. Perform other duties as assigned by management representatives within the scope of responsibility and the requirements of the job.

REPORTING RELATIONSHIP AND SUPERVISORY RESPONSIBILITIES

The position reports directly to the Vice President of the site.