Mission/Job Scope:

The Operations Manager of the Commercial division oversees the Commercial Service Center General Managers. This role supports the Company’s efforts to efforts to service, maintain and expand relationships within a specific region including relationship management with assigned and potential new customers. This position oversees the performance of the Commercial Service Centers to ensure each is meeting or exceeding EBITDA goals, customer service standards, sales plans, profitability, payroll, operating procedures & employee safety, and OSHA, HAZMAT, and DOT requirements while managing controllable expenses. The General Manager will also be responsible for hiring proficient applicants with the right competencies and experience, trains and develops them in all required training programs, and establishes the expectation of providing excellent customer service and a great place to work through personal example and expectation.

The Operations Manager is also directly responsible for partnering with the Sales Manager to grow and expand the customer base and managing sales plans and profit margins. The manager will also be responsible for the effective execution of all company-developed programs. This role is responsible for hiring proficient applicants with the right competencies and experience, trains and develops them in all required training programs, and establishes the expectation of providing excellent customer service and a great place to work through personal example and expectation.

• Partners with the Commercial Sales team to grow the customer base and manage sales plans and profit margins.
• Responsible for the effective execution of all company-developed programs.
• Coordinates the involvement of company personnel, including support, service, and management resources, in order to meet account performance objectives and customers’ expectations.
• Proactively leads a joint company-strategic account planning process that develops mutual performance objectives, financial targets, and critical milestones for a period.
• Proactively assesses, clarifies, and validates operational needs on an ongoing basis.
• Creates detailed business plans to reach predetermined goals and quotas while managing expenses.
• Oversees accurate inventory control.
• Oversees all Commercial Service Center and employee requirements, procedures and processes for OSHA, HAZMAT and DOT.
• Provides transparency and coaching to the team for company goals, objectives, and safety.
• Enlists the support of all company resources, which includes implementation, service, safety, fleet, inventory, loss prevention, sales and management resources as needed.
• Closely coordinates involvement with the customer and sales management.
• Ensures that the Commercial Service team is aligned to ensure customer satisfaction and problem resolution.
• Other duties as assigned or required.

ADDITIONAL DUTIES & RESPONSIBILITIES

• Meets assigned expectations for profitability.
• Oversees all expenses within the Commercial Service Center.
• Achieves strategic customer objectives defined by company management.
• Oversees customer satisfaction ratings that meet company standards.
• Ensures all training and development objectives within the assigned timeframe are met.
• Oversees and maintains a high level of efficiency within the Commercial Service Center.
• Establishes productive, professional relationships with all key personnel.
• Coordinates the involvement of company personnel, including support, service, and management resources, to meet account performance objectives and customers’ expectations.
• Implement all operational/marketing strategies to foster and maintain a positive, productive work environment.
• Meets assigned targets for profitable sales volume, budget needs, and strategic objectives in assigned accounts.
• Increase efficiency, productivity, and sales closing ratios.
• Proactively leads a joint company-strategic account planning process that develops mutual performance objectives, financial targets, and critical milestones for a period.
• Creates detailed business plans to reach predetermined goals and quotas.
• Provides transparency and coaching to the team for company goals and objectives.
• Lead, guide, direct, train and motivate the sales team.

ACCOUNTABILITIES AND PERFORMANCE MEASURES:

• Achieves assigned sales and margin quota for the region.
• Meets assigned expectations for profitability.
• Achieves strategic customer objectives defined by company management.
• Maintains high customer satisfaction ratings that meet company standards.
• Completes required training and development objectives within the assigned time frame.
• Supports the Commercial Service Center growth and performance.
• Strong employee retention rate and satisfaction.

ORGANIZATIONAL ALIGNMENT:

• Enlists the support of all company resources that include, but are not limited to, implementation, service, safety, fleet, inventory, loss prevention, sales and management resources as needed.
• Closely coordinates involvement with the Commercial Service Center management.
• Ensures that the Commercial Service team is aligned to ensure customer satisfaction and problem resolution.

EXPERIENCE AND EDUCATION REQUIRED

• Bachelor’s degree preferred, but not required
• 5+ years of related or combined experience in sales and/or operations
• 3+ years of leadership with a team of 10 or more direct reports
• Sales and operations experience a plus
• Valid driver’s license