ABOUT THE ROLE
The Retail Operations Manager is responsible for completing all business processes and operations in the Retail Sales Center for our Virtual Sales location. In addition, the Operations Manager regularly meets with customers, inspectors, factory reps, and contractors while coordinating and scheduling improvements to reach a goal of 100% customer satisfaction.
ESSENTIAL DUTIES & RESPONSIBILITIES (All or some of these duties will be performed)

• Warranty and Finance contract closings
  
  • responsible for evaluating PHV initial sales agreements against final finance documents
  • Uses discretion to create final sales agreements to coincide with the finance documents.
  • During closings with customers, authority to make changes to sales agreements if there are issues at the closing table and then reprint and close customers with revised documents.
  • As part of the funding process, gather additional lender required items at their discretion in order to accomplish the funding of the deal for PHV.

• Project Coordination with contractors, project costing
  
  • Responsible for gathering bids through project completion.
  • Has discretion to identify best vendor for each individual project.
  • Has discretion to switch vendors if not satisfied with work quality or progress.
  • Has authority to alter scheduling of vendor work based on changes in customer or company priorities.
  • Responsible for holding vendors accountable to written work estimates if there are discrepancies.
  • Routinely search for recommended new vendors or for the elimination of poor quality vendors.
  • Routinely provide management with evaluation reports of both internal and external customers and made recommendations on process improvements.

• Customer Service Scheduling
  
  • Full autonomy to arrange, modify and authorize service via factories or vendors for the sole purpose of customer satisfaction and contract completion.
  • Has authority to alter schedule or scope of work for the above.
  • Responsible for direct communication with dissatisfied customers and negotiations with them as to solutions. Escalate issues to upper management if cost is substantial or needs advice on how to communicate on a specific situation.
  • Make recommendations to management based on the facts when needing to reply to a customer or to a government body for conflict resolution.

• Data base management
  
  • Allowed to, at their discretion, update deal tracking and deal status reports based on their own assessment of the deal.
  • On their own judgement allowed to use company applications to update information missing from deals as seen fit.
• Commission calculations
  
  • Responsible for the proper review of costing for the payment of commissions. Has authority for the entry of key information utilized for paying commissions.

Cavco Industries is committed to providing equal employment opportunity without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or any other protected status with respect to recruitment, hiring, promotion and other terms and conditions of employment. Disclaimer: The above statements are intended to describe the general nature and level of work being performed by associates assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.