Job Category: Customer Service & Contact Center Operations Schedule: Full time Job Description: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Maintaining compliance to Arbon Quality Business Processes as they pertain to administrative procedures, and escalating issues that relate to other areas to the appropriate manager for resolution. Working with the Operations Manager, develops performance metrics for the department and monitors performance of assigned staff, taking action to correct performance shortfalls in a timely and professional manner. Monitors workflow of orders in the Service System daily, working with staff to alleviate bottlenecks and ensure timely completion of service orders. Addressing scheduling conflicts to ensure satisfactory resolution. This includes managing the PMP backlog in a district zone and taking necessary action to ensure the backlog does not age to an unacceptable level. This is accomplished through performing periodic audits of orders, invoices, order status, PMP reports, etc. to ensure accuracy and identify needed corrective action. Review daily scheduling ensuring resources are being used effectively and, as necessary, escalating issues to the Service Managers or VPGM. As scheduling conflicts occur, work with sales, service and customer personnel to ensure satisfactory resolution. This includes managing the PMP backlog in all district zones. Monitors collections status and takes the lead in resolving district collection issues. This includes effectively interfacing with customers and Sales to ascertain and document billing procedures to ensure timely payment of Arbon invoices. Takes the lead in working with major customers who have specific and unique work order processing and invoicing requirements that are to be understood and executed correctly to ensure timely payment, training personnel on these processes and ensuring they are carried out properly. This position is responsible for serving as the subject matter expert and first level support for district Technical Services Coordinators and Service Technicians for service system mobile devices, software, and JDE Service System Application. This includes issues such as connectivity, passwords, hardware malfunctions, and basic software problems. Escalates issues as needed to corporate IT or vendor technical support. In addition, this position maintains a general understanding of service and installation coordination activities to facilitate providing this support. This position maintains service system address book information, including setting up new customers in the system and maintaining customer information in the system over time. This is to be done with strict adherence to procedures to ensure accuracy of the information, the ability of various systems to communicate properly with each other. In addition to accuracy, timely creation and entry of records is crucial to ensure Arbon’s ability to service customers in an efficient and effective manner. This position serves as the district captain for resolving problems with the service systems and for effective implementation of future programming changes. Review, approve, code and process vendor invoices for accuracy and properly enter into the system for payment, flagging invoices for General Manager review as appropriate. This position serves as the district's focal point for payroll. This includes gathering and reviewing weekly timecard reporting from hourly employees, escalating any problem areas to the appropriate manager, and generating the reports used by Corporate to process payroll. Monitors overtime and notifies the appropriate manager in cases of excessive overtime. Also serves as the main corporate contact for the Wellness program. Provides daily oversight of the office administrative staff, monitoring workplace productivity, attendance, and serving as an on-site resource to solve problems, involving the appropriate manager as needed. Manages the Administrative Assistant for the office and helps ensure support to the sales staff. Working with the appropriate Service Manager, this position coordinates the training of new Service Coordinators in the office. Assists other managers in staffing activities. Serves as the main point of contact for temporary help services as needed. May conduct initial screening interviews for off-site managers, as needed. Process all submittals, contracts, insurance certificates and any other similar documents necessary to release and invoice orders. Manages the petty cash account. Takes the lead in organizing district inventory management and reporting. Identifies and researches root causes of areas of underperformance, providing input to the General, Sales, and Service Managers in developing ways to resolve the underlying issues. Identifies and resolves reconciliation issues as needed. Other duties may be assigned. Company Description: Arbon Equipment – A Rite-Hite Company is the global leader in the manufacture and distribution of industrial loading dock and door equipment. Our innovative products and world class sales organization ensure solid, consistent growth, both for our company and our staff. We are always looking ahead to develop innovative new products and services to improve our customers' safety, security, and productivity. We Offer: Arbon Equipment – A Rite-Hite Company provides competitive compensation and a comprehensive benefits package with medical, dental, and vision coverage along with life and paid medical leave. We also provide a retirement savings plan that combines 401(K) with company match and profit sharing. Paid holidays, vacation, and up to five paid personal/sick days per year round out the package. Rite-Hite is an Equal Opportunity/Affirmative Action employer offering a drug free workplace for our customers and employees. Rite-Hite is a world leader in the manufacture, sale, and service of loading dock equipment, industrial doors, safety barriers, HVLS fans, industrial curtain walls, and more - all designed to improve safety, security, productivity, energy savings, and environmental control. Watch Rite-Hite's Always Looking Ahead video below to learn more.