Brief Job Description:
Supervisor Service Operations is responsible for overseeing the management of both contract and non-contract orders, ensuring timely invoices and fulfillment to maximize revenue. This role involves monitoring orders backlog, purchasing service sales order items, and shipping available stock items on time. The manager will lead a team, cultivate strong customer relationships, and collaborate effectively with Service Sales, Service Operations, and Logistics to meet order KPIs and SLAs, while preventing penalties due to delays or process failures.
Responsibilities and Measurement Criteria with Time investment Needed on Each:
(This will describe the overall core responsibilities of the role, decision making responsibilities etc.)
- Contract and Non-Contract Orders Management: Oversee the processing of all contract and non-contract orders, ensuring compliance with company policies and customer agreements.
- Order Backlog Monitoring: Continuously monitor the orders backlog to prioritize and manage order fulfillment efficiently.
- Timely Invoicing: Ensure all orders are invoiced accurately and on time, contributing to the company’s revenue goals.
- Purchase Order Management: Manage the purchasing of all service sales order items promptly to meet customer demands.
- Shipping Coordination: Ensure all available stock items are shipped on time, coordinating with logistics to optimize delivery processes.
- Revenue Maximization: Develop strategies to maximize revenue from service sales orders, identifying opportunities for improvement.
- Team Management: Lead and motivate a team to achieve high performance, providing coaching, mentoring, and conducting regular performance evaluations.
- Customer Relationship Management: Build and maintain strong relationships with customers, addressing inquiries and resolving issues to enhance satisfaction.
- Cross Department Collaboration: Work closely with Service Sales, Service Operations, and Logistics to ensure effective cooperation and alignment with business goals.
- KPI and SLA Compliance: Ensure that all orders align with defined KPIs and SLAs, actively preventing penalties due to delays or process failures.
- Continuous Improvement: Identify areas for process improvement and lead initiatives to enhance operational efficiency and service quality.
Qualifications:
Required/ Minimum Qualifications:
- Bachelor’s degree in business management, operations, or related field.
- 5+ years of experience in service revenue management, order processing, or a similar role.
Additional / Preferred Qualifications:
- Proven experience in managing order backlogs and ensuring timely invoicing and fulfillment.
- Strong skills in team management, customer relationship management, and cross-functional collaboration.
- Excellent organizational and time management skills, with a focus on maximizing revenue.
- Deep knowledge of accounting and financial principles, as well as local regulations.
- Proficiency in order management systems, ERP software, and reporting tools.
Physical & Environmental Requirements: (To be used majorly for manufacturing jobs.)
- None
Time Travel Needed:
- None