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Services Manager job

Pratt Industries jobs

Company

Salary

Benefits

Job Description

Job Description

Company Conformance Statements

In the performance of their respective tasks and duties all employees are expected to conform to the following:

Perform quality work within deadlines with or without direct supervision.

Interact professionally with other employees, customers, and suppliers.

Work effectively as a team contributor on all assignments.

Work independently while understanding the necessity for communicating and coordinating work efforts with other employees and organizations.

Position purpose

The Services Manager has the overall responsibility for the Customer Service, Scheduling, and Shipping departments.  Monitoring and supporting respective departments with orders, inventory management (if required) and expediting schedules and shipments. Take and process orders and address all customer inquiries and complaints.  

Responsibilities/Duties/Functions/Tasks

  • Supervise Customer Service, Scheduling, and Shipping.  Reporting, training, and managing the department workforce to ensure customer requirements are met.
  • Attending Production/Scheduling meetings to ensure problem orders and deliveries are being met and departments are supported to meet customer requirements.
  • Review and ensure all department goals/requirements are met such as board grades/combinations, board adders, board weights, On-Time Delivery (OTD), Order entry accuracy/verification, New Item Checklist meetings, and other product quality and performance issues are being met.
  • Review and Quote items set up by CS group.  Work with sales on price guidance and opportunities
  • Monitor aged inventory. Work with the CS team to ensure correct re-order quantities and items are being put into inventory.  Provide input to management as to availability of stock and slow-moving items
  • Support Customer Service, Scheduling, and Shipping on any issues/concerns with handling and managing the day-to-day business
  • Keep Sales Manager informed of problems and situations that may affect the performance of Customer Service.
  • Taking and placing orders on a timely basis for customer needs and plants production schedule
  • Process purchase orders
  • Update and maintain the required reports to customer on a daily basis
  • Forward confirmations – Order Acknowledgements, ASN, and COA’s to customers as requested.
  • Handle customer complaints, questions and follow-up with appropriate internal/external personnel as required.
  • Maintain customer files
  • Process new items, collecting completed New Item Checklist (NIC) documentation and implementing NIC meeting for approval before new items can be produced
  • Submit paperwork for tooling (cutting die/print plates) to be ordered by Tooling Coordinator
  • Record and distribute customer order changes.
  • Coordinate accounting credit forms for approval.
  • Assist sales personnel as needed on customer accounts.
  • Run all appropriate reports for the shift & day and review for correctness.
  • Work with General Manager and HR department on any personnel issues that affect the operation of your departments
  • Develop working relationship with all other plant department managers.
  • Implement, maintain, and support all company policies and procedures, including safety program, and good housekeeping.
  • Additional duties may be assigned by management.

Qualifications

  • Five years’ experience in a manufacturing environment
  • Candidates are PREFERRED who offer the following:
    • Experience in the corrugated container industry
    • Computer literate (MS Excel and MS Word)
  • Bachelor’s Degree

Work Requirements

            SERVICE MANAGER RESPONSIBILITIES

Directly supervises all employees in the respective department.  Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; conflict resolution; team building; coaching and leading employees to improve; addressing complaints and resolving problems; documentation; and setting an example of superior behavior, attitude, and performance.

LANGUAGE SKILLS

             Excellent communication skills.  Able to read and interpret documents such as sales reports,

             safety rules, operating and maintenance instructions, training and procedure manuals.  Ability to

             write routine reports and correspondence.  Ability to speak effectively before groups of

             customers or employees of the organization. 

MATHEMATICAL SKILLS

Ability to add, subtract, multiply, divide into all units of measure.  Ability to compute rates, ratios, and percentages and calculate figures and amounts such as discounts, costs, proportions, and volumes.   

REASONING ABILITY

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or graphic form.  Ability to solve a variety of problems and deal with situations where limited information or standardization exists.

TECHNICAL SKILLS

·         The individual must have a working knowledge of the following:

·         Application knowledge and skill for computer data entry

·         Quality standards – both ISO and QS

·         Equipment used in an office operation and it’s capabilities that can be translated into efficient operation.  This also supports the Service Manager role of teacher and trainer for his/her personnel.

·         Regulatory requirements including but not limited to wage and hour requirements, environmental and waste minimization, company policies, and personnel requirements including OSHA, DEQ, and EEO.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the functions of this job. While performing the duties of this job, the employee is regularly required to stand, walk, and talk or hear.  The employee is sometimes required to use hands to finger, handle, or feel; reach with hands and arms; and stoop, kneel, crouch  Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the functions of this job.  While performing the duties of this job, the employee is regularly exposed to moving equipment in the work area.  The employee is sometimes exposed to wet and/or humid conditions, along with hot and cold temperatures depending upon the season. The noise level in the work environment is usually loud.

LEADERSHIP ATTRIBUTES

The individual must possess the following:

·         Superior time management skills including the ability to manage multiple issues concurrently and the ability to lead an effective and efficient meeting.

·         Teaching skills in order to function effectively as a teacher for his personnel both in the technical and administrative parts of the position.

·         Excellent crisis manager who demonstrates that he/she has a high emotional control under adverse conditions and can lead his/her personnel to a successful resolution.

·         Excellent employee relations skills including being an active listener, understanding how to appraise personnel, applying both positive and corrective feedback, being able to resolve conflicts directly or by involving HR when necessary, understands and demonstrates positive motivational skills including coaching and delegation techniques.

·         Demonstrate confidence including providing a consistent leadership style with an acceptable level of professional assertiveness.

·         Professional appearance to support his/her role as a managerial representative of the company.

PERFORMANCE MEASUREMENTS

The performance of the Service Manager will be measured as follows:

·         Operating standards - the supervisor will need to meet or exceed the Operating Standards in the areas of sales, customer service, scheduling, quality, cost, safety, customer satisfaction, shipping, and productivity.  Such standards will be set annually and communicated to the General Manager.

·         Personal growth - while the company will provide the tools to assist the Service Manager to grow professionally the responsibility for moving forward lies with the individual.  Each year there will be goals developed and agreed to by the General Manager and his/her superior.

·         Employee relations - through observations the Service Manager will be evaluated regarding his/her skills and advancements in the areas of motivational techniques and results, positive and corrective/constructive feedback, subordinate development and creating a positive work environment.

·         Creativity - this will be evaluated by how active the Service Manager is in participating in advancing the business through new and innovative ideas.

Company Description
Pratt Industries is America's 5th largest paper and packaging company with more than 7,000 highly skilled green collar employees dedicated to the environment and sustainability. Pratt Industries is one of the largest corrugated packaging companies in America, with sophisticated manufacturing facilities in more than twenty states. The company operates four of the most modern, cost effective paper mills in the country, as well as a series of sheet and box plants strategically placed throughout the United States offering a wide range of creative packaging solutions. Pratt Industries is committed to recycling and the environment by harvesting the urban forest.

Pratt Industries offers competitive compensation plans with incentive opportunities, full benefits package including medical, dental, vision, life, disability, All State, Pre-Paid Legal, and 401(k) with company match, paid vacation, and paid holidays.

Pratt Industries is an Equal Opportunity/Affirmative Action Employer - M/F/V/D
Estimated annual salary
$64,075
average
Minimum
$43,007
Maximum
$98,470
Dental InsurancePaid HolidaysVacation & Paid Time Off
401K PlanLife Insurance
Disability InsuranceHealth Insurance

Pratt Industries

Type

Company - Private

Size

Large

Revenue

$2B to $5B

Location

11365 Red Arrow HighwayBridgman, MI, 49106

Industry

Truck Trailer Chassis

Founded

1987

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