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Description
Purpose of Job: This position reports to the Vice President (VP) of Purchasing, then President and is responsible for overseeing the customer service department by providing resources to ensuring and maintaining customer satisfaction.
Minimum level of education / training required/certificates/licenses: This position requires a General Educational Diploma (GED) or High School Equivalency (HSE) diploma Minimum experience required: Verbal and written communication skills, experience in customer service management related activities
Essential Responsibilities:
1. Continuously reduces overall part specific lead time and production lot quantity by targeting areas of waste pertaining to each part’s value stream.
2. Actively tracks part life cycle and leads customer service representatives in marginalizing the effect on Batesville Tool and Die, Inc. (BTD) with the obsolescence cycle.
3. Accurately maintains control of Batesville Tool and Die’s production capacity planning.
4. Establishes the rules and practices for Bill of Material definition for BTD and Troqueladora Batesville de Mexico (TBM).
5. Supports TBM for consistent planning procedures and capacity planning.
6. Lean - participates in and supports lean manufacturing programs and principles.
7. Effectively lead corrective action resolution pertaining to missed delivery incidents.
8. Precisely track and reduce expenditures related to premium freight.
9. Actively leads process improvement and troubleshooting activities to positively affect continuous improvement and efficiencies. 10.Actively lead the day-to-day activities in the customer service department.
11.Reviews cost analysis on new parts to ensure accurate start up.
12.Regularly participates in special projects as needed.
13.Based on company needs, a flexible work schedule and/or overtime is needed.
Requirements
Additional Management Responsibilities: (based on your management responsibilities all items listed below may not apply).
1. Recommends and manages department Goals and Objectives that align with the Corporate Goals and Objectives. In addition, recommends department capital expenditures, labor and expense accounts. Work and assist Executive Committee with long term and short term Goals and Objectives. With this, must be knowledgeable to explain any details as needed during review of Goals, Objectives and expenditures.
2. Provides leadership to the department staff under them and/or to all that you work with throughout the company. Thoroughly gives direction, plans work, assigns associates to tasks, assists others in their work, defines the work to be performed, and determines techniques to be used.
3. Professionally establishes a teamwork attitude and environment. Works well with all departments, able and willing to cooperate, listen, and help others showing support to the staff of one's own department as well as companywide. Creates a positive work atmosphere showing support for each other. Thoroughly communicates within one's department as well as throughout the company. Successfully uses collaboration to achieve best results.
4. Has excellent conduct and exhibits this by their professionalism; respectfulness of others; efficient use of one's time, prompt to work and on assignments; uses organizational skills to excel; adheres to company policy as an example setter; represents the company in a positive image in the workplace and the community.
5. Assists in determining and executing an adequate training program and assures adequate training program is in place for the department(s) responsible for. Assists in delivering the training as needed.
6. Accurately creates, implements and keeps up to date all Technical Specifications (TS) and/or International Standards Organization (ISO) processes, procedures and forms for assigned area(s) and/or responsibilities. Once established, communicates these processes, procedures and forms via training to all necessary personnel within the department(s) and/or the company as per the standards.
7. Successfully serve and actively participate in committees either as a volunteer or as directed by the company.
8. Being cost conscientious with decisions in not only workforce and/or labor costs, material and supplies purchasing, etc. but also by submitting suggestions, doing research and implementing cost saving ideas. Ensure you personally, as well as your staff, are at optimum efficiency in all operations and/or tasks maximizing the profits of the company. After implementation, continues to monitor and oversee the project for continual success and if necessary, take corrective action to sustain or meet the objective(s).
9. Adequately develop and support mechanism(s) to adhere to the company operations metrics to maintain the five key measures of safety, quality, delivery, performance, and involvement (S, Q, D, P, I).
10.Proficiently gives direction and performs as needed, the following various Human Resources (HR) related events of an employees: the evaluations for wage and performance; recommends promotions or other changes in associates’ status; hiring; firing; discipline, etc. Assists and or approves with the Human Resources (HR) related events of an associate as needed and/or make final decision when applicable. Communicates and/or serves as witness to any of the above as delivered to the associate. 11.Prepares and approves job descriptions for each position under their own position, being thorough in this duty.
12.Competently makes recommendations, assists in development and adheres to the company policies, issues, and changes. Adequately updates and communicates company policies, issues or changes to all staff.
13.Competently has a working knowledge and understanding of related job duties and related equipment within the department. Makes the daily decisions required to make efficient use of the workforce they supervise and/or manage; sets achievable and realistic day-to-day deadlines with their department such as overtime and weekend scheduling.
14.Competently has the capabilities and willingness to make timely decisions regarding the department and/or projects assigned. Tools and Equipment Used:
1. Calculator/Adding Machine
2. Phone System
3. Computer/monitor/keyboard/mouse, etc
4. Microsoft Office Products
5. Fax Machine/Copier/Scanner/Laminator
6. Plex Online
Supervisory Responsibilities: This position supervises the customer service department staff.
Work Ethic Responsibilities: ETHICS: Enthusiasm, Teamwork, Honesty, Integrity, Character and Self-Motivated Absenteeism/tardiness: Is conscientious in being at work when scheduled and on time.
Productivity: Perform the highest possible amount of quality work in the least or standard amount of time. Follow documented processes and procedures.
Quality: Do good quality work the first time, avoiding rework. Make good quality decisions as it relates to the job functions. Exhibit problem solving skills.
Safety: Be knowledgeable of and adhere to all safety rules and regulations. Always be conscious of the safety implications of one's actions; consistently observe safety regulations and wear required safety equipment. Do not jeopardize one's own safety or others in any way. Wear appropriate personal protective equipment (PPE) in all designated areas assigned by the company. Immediately report all near misses, safety concerns and accidents. Safely and efficiently use any assigned equipment.
Lean: Participate in and support lean manufacturing programs and principles with a focus to reduce costs with quality product such as Total Productive Maintenance (TPM), Suggestion System, etc. Actively participate in Continuous Improvement to continually strive to improve our processes and procedures.
Adhere to 5S: Sort, Set in Order, Shine, Standardize, Sustain.
Environmental: Employee is responsible for complying and supporting any environmental policies and programs put in place by BTD. Employee may not bring any environmentally hazardous substances or compounds into BTD and is always conscious of the impact on the environment. Support and adhere to Technical Specification (TS) and International Organization for Standardization (ISO) activities and procedures.
Other: Perform any other duties as assigned with enthusiasm and without complaint.
Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. The employee is continually required to sit in front of a computer for long periods of time. The employee is frequently required to speak and listen. The employee occasionally is required to stand, walk short distances, reach above shoulders, kneel, bend over or climb stairs . The employee will also be required to occasionally lift up to 40 pounds. Please note that these physical demands are based on a typical work day. Physical demands may vary based on the task assigned that day.
Environmental Conditions While performing the duties of this job, the employee is continually exposed to working indoors in an office environment. The employee is frequently exposed normal temperatures away from the elements. The employee is occasionally exposed to heat and cold conditions if out in the plant. These environmental conditions are based on a typical work day. Conditions may vary based on the task assigned that day. Travel Occasional domestic and/or international travel may be required for this position. Protective clothing/equipment required: 1. Safety glasses 2. Sturdy leather shoe/boot or steel toed tennis shoe 3. Hearing Protection
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