OPERATIONS COORDINATOR

Job Description

About DMG:

Divisions Maintenance Group provides facility maintenance services to retail chains and distribution and fulfillment centers across the country.

We are leading the way with our technology, creating world-class products that are revolutionizing the industry and fulfilling our brand promise of “Uninterrupted Peace of Mind.”

DMG is a Certified Great Place to Work with a strong, inclusive culture and top-notch benefits.

Reports to: Operations Manager

Department: National Account Sales Team

Employment Status: Exempt

POSITION SUMMARY 

The Operations Coordinator is accountable for providing day-to-day operations support to assigned accounts taking customer requests and developing and executing a plan to deliver first class service. Key aspects of the role include work order life cycle management, customer and service provider relationship management and field employee relations. The Operations Coordinator helps the team achieve year-on-year profitable growth through superior execution of the accounts KPIs, management of the budget, and overall operational excellence 24/7.

RESPONSIBILITIES

• Operational Execution – Processes, expedites and tracks work orders from customers including submission into client systems/back-office platform. Responsible for being a subject matter expert while delivering operational excellence to our customers. Schedules providers in response to submitted work orders. Communicates with customers on progress to completion. Provides RFP (Request for Proposal) support & insight (Region, specification, etc. into CRM) and proposal/quote development. Owns contract administration and SLA compliance. Develops reporting & execution of KPI’s. Uses independent decision making with client and third-party vendors; for example, in assigning work to technicians, creating work orders, invoicing, opening & closing cases in DMG (Divisions Maintenance Group) systems, etc. Performs all other duties and responsibilities as assigned. (Measured through work order management KPIs)
• Obsession with Customer/Provider Service & Satisfaction – Contribute to the overall DMG (Divisions Maintenance Group) Mission, Vision, and Brand Promise and practice The Basics by providing uninterrupted peace of mind through sustainable relationships and inspired team members and bring peace of mind, work verification, urgency, and value to every FM (Facilities Maintenance) solution through industry-leading technology, innovation, and service. (Measured by customer scorecard & provider surveys)

QUALIFICATIONS

• Prioritization: Manages and coordinates multiple projects/assignments simultaneously and completes tasks accurately and timely.
• Attention to Detail: Strong attention to detail without losing the big picture.
• Goal Oriented: Remains focused on goals and leverages resources to attain goals.
• Risk Management: Takes thoughtful risks knowing that taking a risk is often better than not acting at all. Aligns risk management plans with Operations Manager.
• Problem Solving: Assesses situations quickly, reviews options, recommends solutions to Operations Manager. Collaborates with Field team.
• Process Improvements: Ability to strengthen and improve efficiency of work processes while meeting Customer KPIs within Budget thresholds.
• Networking: Ability to make connections easily to build client and service provider relationships.
• Time Management: Dedicates appropriate time to priorities, not easily distracted, and follows-up appropriately.
• Communication: Conveys information to internal and external stakeholders in a clear, concise manner. Uses written and verbal communication appropriately.
• Analytical: ability to compile, summarize, analyze, report and action data.
• 0-2 years of related experience. Bachelor’s degree preferred or equivalent work experience.
• Due to our business, this position must be on call 24/7. This position must be available to answer calls and manage cases 24/7, including during holidays and vacation. Extended hours are required during peak seasons (snow, hurricane, tornado, etc.). ON CALL shifts are scheduled weekly, or biweekly.
• Customer service problem solving experience preferred
• Strong working knowledge of Microsoft Office applications - Excel, Word, PowerPoint, SharePoint, Teams, and Outlook.
• Embrace technology including ability to gain working knowledge of software applications quickly.
• Enthusiastic, competitive, resilient, dynamic, and engaging personality. Loves to interact with customers and providers is unafraid of rejection. Has an equal blend of patience and assertiveness. Maintains a professional demeanor when managing stressful situations. Has passion and desire to excel, be the best and win.

Divisions Maintenance Group is an equal opportunity employer.