What are the responsibilities and job description for the Customer Operations & Logistics Manager position at Oath Services?
Guinco Service seeks a visionary Customer Operations & Logistics Manager to lead a continuously growing team of 20 call center representatives and logistics staff across multiple markets in the southern United States. This critical leadership role drives exceptional customer support for daily appliance repair calls and efficient parts delivery for 80 technicians, optimizing workflows and KPIs. The ideal candidate is an energetic, decisive leader with experience in AI-driven tools, technologically sound, and capable of proposing innovative solutions to enhance efficiency. They will mentor a motivated and high-performing team, aligning with Guinco’s family-oriented culture, and position the company for future growth in the appliance repair industry.
Key Responsibilities
Customer Interaction:
Team Leadership: Supervise, train, and mentor a growing team of call center representatives, fostering a positive, motivated environment through training and AI-driven coaching to deliver world-class customer service for appliance repair inquiries.
Operational Excellence: Manage daily call center operations, handling 300-500 calls/day, optimizing schedules, and implementing AI-driven tools to enhance efficiency.
Performance Management: Set and track KPIs, providing coaching, agendas, and performance reviews to maintain high team morale and performance.
Problem Resolution: Act as the escalation point for complex customer issues, resolving complaints decisively and professionally to uphold Guinco’s reputation for customer satisfaction.
Process Improvement: Analyze call data and feedback using analytics to identify trends, propose technology enhancements, and implement process improvements.
Parts & Logistics:
Supply Chain Oversight: Manage end-to-end parts logistics for 80 technicians, from procurement to nightly delivery via Marcone SSB warehouses, leveraging AI-driven predictive inventory systems to ensure 90% first-call completion rates.
Inventory Control: Maintain inventory accuracy through cycle counts and stock reconciliation, using data analytics to manage slow-moving/obsolete stock and recommend disposition strategies.
Warehouse & Shipping: Oversee warehouse operations (receiving, picking, packing, shipping), ensuring compliance with safety and quality standards, and integrating technology for streamlined processes.
Carrier Management: Build relationships with logistics providers, negotiating cost-effective rates and contracts for timely deliveries across Dallas-Fort Worth, Phoenix/Tucson, Oklahoma, and Kansas.
Logistics Optimization: Analyze transit times and costs using AI tools, resolving issues (e.g., delays, damages) and proposing innovative solutions to enhance supply chain efficiency.
General Management & Collaboration:
Strategic Planning: Collaborate with Sales and Service managers to align on goals, integrating AI and technology to streamline cross-functional workflows and support Guinco’s multi-state expansion.
Reporting: Prepare and present weekly/monthly reports on call center and logistics performance (e.g., CSAT, delivery accuracy) to executive leadership, using data-driven insights.
Budgeting: Develop and manage departmental budgets, monitoring expenses and identifying cost-saving opportunities (e.g., 20% logistics cost reduction).
Employee Development: Foster a positive, motivating work environment, designing AI-focused training and career development paths to keep the team engaged, happy, and efficient.
Hiring & Onboarding: Lead recruitment, interviewing, and onboarding of new team members, ensuring alignment with Guinco’s innovative, family-oriented culture.
Requirements
Bachelor’s degree in Business, Supply Chain Management, Logistics, or a related field (or equivalent experience, e.g., military leadership).
3 years of experience in a management or supervisory role.
Proven leadership skills, with a track record of motivating diverse teams, driving employee engagement, and making decisive business decisions.
Experience with AI-driven tools (e.g., call analytics, predictive inventory) and working with remote teams, with a proactive approach to proposing technology solutions.
Excellent problem-solving, analytical, and organizational skills to optimize workflows and KPIs.
Exceptional communication and interpersonal skills, both written and verbal, for customer and team interactions.
Proficiency with CRM software (e.g., Service Desk), ERP systems, and logistics software; strong aptitude for integrating AI and automation.
Strong knowledge of supply chain principles, inventory management best practices, and warehouse operations.
Ability to thrive in a fast-paced, high-pressure environment, balancing innovation with operational demands.
Preferred Qualifications
Experience in appliance repair or related industries (e.g., home services, electronics).
Certifications in supply chain management (e.g., CSCP, CPIM), project management (e.g., PMP), or AI/technology applications.
Experience managing a multi-channel contact center (phone, email, chat).
Familiarity with Whirlpool’s W Service Network protocols or similar vendor networks.
Benefits
Competitive salary ($75,000–$110,000/year) with performance bonuses.
Comprehensive health benefits (medical, dental, vision, life insurance; 50% employee premium covered).
401(k) with up to 4% company match after 90 days.
Paid time off (PTO) starting after 90 days, including paid holidays.
Flexible scheduling to support work-life balance.
Ongoing training, including AI and leadership development, and Whirlpool’s Appliance Fix Live sessions.
Career advancement opportunities within Guinco’s expanding operations.
Family-oriented culture with team events.
Salary : $75,000 - $110,000
