Job Details
Position: Operations Manager
Location: Ridgefield Park, NJ (Hybrid: Mon-Thurs onsite, Friday WFH)
Duration: 06 months, Likely to extend
Pay Range: $28-31/hour
Top Skills:
- Data Analysis/Entry
- Vendor Management
- Microsoft Office - (Excel/PPT)
Job description:
Roles and Responsibilities:
- Support vendor manager in the implementation of new policies, procedures and standards for outsourced business center
- Support outsourced business center on daily communication with delivery partner related to consumer deliveries, orders reconciliation and system issues
- Coordinate daily communication between Returns teams team and outsourced business center to complete returns reconciliation transactions
- Own End to End order and delivery seeding and influencers programs for home appliances
- Work with vendor Manager to audit quality of contact center agent calls
- Support new accounts on boarded (Retail, Builder, Other)
- Own end to end Damage Allowance program and Approve/Enter daily damage allowances for consumers
- Own end to end Damage Allowance Audit Process for the Consumer accounts offering damage allowances
- Send required daily, weekly and monthly reports
- Interact with multiple departments (internal and external): Consumers (External - staff), Delivery Partner (External- staff), Client Departments (Internal staff), Business Center Vendor (External - Supervisor teams to floor associates)
- Work with Client s third party vendor(s) and multiple Client corporate teams: Logistics Outbound, Reverse Logistics, Supply Chain, Accounts Payable, Order management, Sales and Service, and More.
- Oversee all necessary duties to sustain Client s main goal of ensuring a smooth delivery experience for the end consumers and customers purchasing home appliances from Client, directly or through one of the supported retailers.
- Support all necessary duties to sustain vendor manager s main goal of ensuring a smooth delivery experience for the end consumers purchasing Client home appliances
- Responsible for turnaround times for vendor reports
- Responsible for new reports needed from vendor
- Responsible for call recordings to audit
Necessary Skills / Attributes:
- Vendor experience, preferably with contact centers, hand-on experience with customer service, order management, vendor training, and sales operations
- Call center experience desired but not required
- Flexible and adaptable to Client s fast-paced, ever-changing environment, with the proven ability to work in ambiguous situations or with limited direction - Works effectively with competing priorities
- Sales-driven; and can perform root-cause analysis to quickly find and present resolutions looking for someone that is tactical
- Strong Proficiency with Microsoft Office Excel & PPT
- Strong interpersonal, and communication skills to coordinate and support transactions across multiple teams
- Ability to meet deadlines in a fast-paced and demanding environment
- Regular, consistent and punctual attendance. Must be able to occasionally work later hours and weekends
- Some experience with Agile project/procedure management preferred
- Pays attention to detail
- Stays up-to-date
- Can easily document a new process or problem
- Can collect and condense data into information that can be acted on
- Excels with computer software programs, i.e. Excel, PowerPoint, Word and new/emerging presentation programs
- Ability to build internal cross-functional relationships and partnerships
Education and experience:
- Bachelor s Degree required
- Years of experience: 4+ years
*Benefits will also be available and details are available at the following link: Harvey Nash Benefits