Description

SUMMARY: The Starmark Local, LLC Service Center Director directs and coordinates activities in fulfilling immediate and weekly funeral professional product needs from a Local Service Center. This includes taking and processing orders, preparing and sending correspondence and marketing materials, ordering and managing inventory, ensuring website accuracy, and ensuring customer needs are fulfilled on a daily and weekly basis. The Director will adhere to excellent service standards in order to maintain high customer satisfaction. The Director will receive direct support from the Starmark Headquarters in Richmond, IN.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Complete Starmark Local, LLC Service Center Director Training program.
• Work as a commercial driver when necessary.
• Make cold calls to grow the business and/or guide/lead Sales Specialist dedicated to growing the business by adding new funeral homes and crematories to all target delivery zones.
• Lead and manage location that would include arranging and re-arranging target zone delivery routes as growth requires.
• Manage a warehouse up to 10,000 square feet depending on location.
• Establish and build sustainable relationships of trust through open & interactive communication with internal/external customers.
• Director will be free and encouraged to hire and train personnel and otherwise grow the business at their own profit and loss, so long as quality and service standards for the customer are not impacted.
• Ensure a message of good quality and ethics to funeral directors, crematory operators and the public.
• Identify and assess customers' needs to achieve satisfaction.
• Accurately collect and record data into computer programs.
• Provide accurate, valid and complete information to Vandor Funeral Products headquarter offices. 
• When necessary, coordinate customer refunds and/or exchange of goods and assists in the resolution of quality issues.
• Report errors or miscommunicated information to appropriate Team Members through Quality Reporting Tool.
• Responsible for processing customer orders. Follows up with Production/Shipping to ensure on time delivery.
• Respond to customer request for information, etc.
• Act as a liaison between Quality, Production and the Customer when quality concerns arise.
• Prepare BOLs and appropriate shipping documents as well as transmission of advanced shipping notices (ASN), etc. where required.
• Maintain customer files and information in Syspro in coordination with the headquarter Customer Service offices.
• Place vendor orders, receive goods matched to bar codes, and maintain min-max product inventories to always meet Customer needs.
• Pulling of next day’s orders while drivers are making deliveries–it may be very hot or cold in the warehouse.
• Establish a minimum daily product quantity for deliveries to ensure daily profit. 
• Train drivers and Sales Specialist to “backdoor” sell to support sales development. 
• Assist drivers in determining best loading and routing sequencing.
• Participate as able in weekly Starmark Marketing and Technical Review Meeting.
• Prepare annual location budgets and periodic forecasts.
• Attend state funeral association conventions – you are the face of Starmark and all Vandor Funeral Products. Usually 1-2 conventions per year depending on location. 
• Maintain building lease terms and identify new lease space at end of any lease term if needed. 
• Maintain and secure building space and contents in a professional manner. Ensure locations are clean, orderly and all systems (HVAC, sprinkler etc.) are in good working order. 
• Maintain company equipment and licenses including company phone numbers and coordinate security, forwarding, and backups with the Vandor headquarter IT Department. 
• Service center customer and vendor calls all to go to one local service center number owned by Vandor; all such calls forwarded to service center director’s mobile phone must be managed by a best means TBD for each service center: (a) identify as that local service center number so as to avoid confusion and allow for others to handle forwarded calls during vacations/other times of leave, or (b) go to a mobile number owned by Vandor so that this mobile phone number can be transferred to another mobile phone during director’s vacations/other times of leave, or (c) alternative yet unknown. In other words, a personal mobile number may not be given to customers. Vandor to pay service center director’s mobile phone service charges.
• Identify truck requirements and leasing of vehicles with the assistance of headquarter office. 

Requirements

QUALIFICATIONS: 

• Strong communication skills, both verbal and written are required. 
• Ability to multi-task, prioritize and manage time effectively – calls/orders often come in after hours so must have ability to communicate additional orders to drivers by phone/text/email.
• Acceptable of last-minute plan changes, even on weekends.
• Able to take mobile calls and texts from Customers and process even on weekends.
• Attention to detail and accuracy.
• Ability to work alone and in groups (mostly alone).
• Driver’s license (CDL capable) and clean driving record – will have to make or arrange for customer pickups or special deliveries at unusual times and/or weekends/holidays (Starmark schedules for 24 hours/5 days a week however occasionally funeral directors have emergency weekend and holiday product needs). 
• Able to work with and honor funeral directors and their profession (will see dead bodies).
• Confidential and knowing of personal space and boundaries.
• Able to lift 75 lbs., handle a forklift and pallet jack, manage inventory. 
• Ability to retain and recall product knowledge.
• Strong phone contact skills and active listening
• Mathematical Skills - above average mathematical skills are needed.
• Able to travel for training and/or support other locations during times of vacation/stress (initially training no more than one month at Starmark of Florida location in Lakeland, Florida).Must possess excellent reasoning ability. He/she must be able to analyze problems, identify alternative solutions, select and implement the best alternative and communicate the logic behind the decision to others, both within and outside of the organization.

EDUCATION and/or EXPERIENCE: · A high school diploma or GED equivalence is required. Additional formal education and previous funeral industry, office, management, sales, logistics, transportation, marketing and manufacturing experience are preferred. Previous forklift experience and/or box truck operation is also a plus.

LANGUAGE SKILLS: · Has ability to read, comprehend, speak, and write in the English language. Ability to communicate in the Spanish language is a plus.

REASONING ABILITY: · Possesses strong reasoning skills, including the ability to analyze problems and identify, implement, and rationalize solutions. PHYSICAL DEMANDS: The physical demands described below are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. · Must be able to lift and/or move up to 75 pounds. · Must be able to sit or stand for extended periods of time. · Must be able to safely operate a motor vehicle with capability of obtaining a CDL (and accompanying legal operating requirements) if not already within possession. · Must be able to safely operate a lift gate, forklift, and a pallet jack to successfully manage inventory and load trucks (upon completion of forklift training and certification program).

WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. These include but are not limited to: · The cab of commercial vehicle and various loading docks throughout the territory. · Funeral homes and crematories. · A warehouse environment that may or may not be climate controlled. · Ability to travel a 150-mile radius of the base of operations when performing delivery routes in the absence of a driver. · Ability to travel initially for training.

ABOUT STARMARK LOCAL: With roots dating back to the early 1970's, Starmark Local officially began in 2020 as a white glove delivery service bringing Starmark's renowned cremation and funeral products directly to the doors of our customers. Starmark Local has experienced tremendous growth since originally established; however, one thing remains the same- an unwavering commitment to constantly improve, innovate and provide sensible solutions to the ever-changing landscape of the funeral industry. Our number one priority is serving people. Our Team Members and loyal customers work seamlessly together to ensure that we are supporting families in providing a dignified and meaningful goodbye to their loved ones.Starmark Local is a division of Vandor, a $50 million, privately held manufacturer headquartered in Richmond, Indiana that is 200 Team Members strong. We are proud to offer our team competitive salaries, great benefits, and career development opportunities. Please do not hesitate to contact us for more information. We would love to speak with you about joining our Team!
Starmark Local and Vandor are Equal Opportunity Employers. 

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