Manage the Zanesville office functions including the management of all customer service for residential, coupler & barracuda products and being the HR Liaison for the facility. Active participant of the Residential Products Value Stream

Essential Duties / Responsibilities

• Supervisor and motivate the customer service staff to promote a productive and cooperative work environment. Be thoroughly familiar with all activities of those supervised and able to perform such activities as a backup as the workload requires.
• Actively participate in the Residential Products Value Stream team, attending regular team meetings. Work with team members to ensure that quality, on-time shipment, and other company targets are met, and that effective communication with customers is maintained when issues arise. Track, analyze and post visuals for various metrics. Track and report sales vs. forecast results on a regular basis, discuss performance with the value stream team, and recommend revisions as necessary.
• Manage the order entry process for all residential products. Work with wholesale distributors and other large customers as appropriate to ensure that they have appropriate inventory, while influencing their ordering patterns to optimize our production capacity.
• Monitor EDI and vendor systems to ensure proper transmitting of data including order entry, shipping notifications, and invoicing.
• Review, track and respond to customer complaints regarding residential products quality, shipping, or other issues. Work with value stream team, Engineering, Manufacturing or other departments as necessary to ensure that all issues have been resolved with the customer. Analyze complaints on an ongoing basis, and provide the results of such analysis to others as appropriate. Act as the customer advocate in discussion with the value stream team, or others to determine the root cause of problems or trends, and ensure corrective action.
• Provide recommendations for methods to provide enhanced service to customers. Actively recommend and participate in Kaizens, problem solving, and other continuous improvement initiatives in all areas.
• Coordinate communication between Regional Sales Managers and office, and ensure office support to Regional Sales Managers as appropriate. Manage co-op advertising, builder and other rebate programs, ensuring proper payment of rebates. Coordinate detail involved in planning for and showing at trade shows, and approve invoices. Act as company representative at such shows as requested.
• Be the HR liaison with the Human Resource in New Haven. Assist with management of multiple HR & Safety related objectives simultaneously, requiring an energetic, forward thinking individual with high, unwavering ethical standards and an appropriate professional image. Build strong relationships with all levels (local site and corporate) in the organization by providing value added HR advice and counsel across a wide variety of Human Resources activities. Manage end to end recruitment process (sourcing, posting, behavioral based interviewing, testing etc.) for positions and work with line management to assess recruitment needs and determine the best source for recruiting candidates. . Ensure compliance with all regulatory and legislative requirements to the facility (Postings, EEO1, FMLA, ADA) and ensure the fair and equitable application of HR policies and procedures. Foster a culture of integrity, positive employee relations, and counsel line management on employee relations issues. Provide a forum for two-way communication that fosters an environment of openness, trust and cooperation. Facilitate social engagement and recognition events. Assist with data input and reporting into payroll, benefit and other related HR systems. Assist employees with benefit programs such as Health, Dental, Vision, and Retirement. Assist with the facilitation of the wellness program. Manage internal investigations and employee issues. Support Corporate on HR projects and plan and implement HR programs as assigned.
• Active member of the Safety Committee. Be the Safety Champion for select safety program.

Knowledge / Skills / Abilities

• Highly driven, self-motivated, and able to work under pressure with minimal supervison.
• Strong organizational skills with the ability to handle multiple priorities and actvities.
• Ability to interact effectively with others, both within & outside the department.
• Strong communication, influence and relationship-building skills with the ability to work effectively with a diverse range of employees at all levels in the organization
• Knowledge of employee relations principles, practices, methods, and programs. Knowledge and understanding of employment and labor laws, regulations, procedures, and standards
• Energetic and friendly with excellent verbal and written communication skills.
• Excellent keyboarding skills
• Perform other related duties as assigned or warranted by conditions.

Qualifications / Prior Experience

• Five years of experience in customer service supervision.
• Two years of experience in Human Resources preferred.

Work Environment / Other Requirements

• Must be able to use normal office equipment (scanner, printer, copier, computer).
• Ability to move around office and shop floor to access files and obtain/communicate information from/with others.
• Ability to sit at a desk with a computer for eight hours at a time, with appropriate breaks at approximately two-hour intervals.
• Ability to bend to floor level and reach 4 feet high, to retrieve and file various materials