Service Administrative Supervisor

Raymond West is looking for a dynamic Service Administrative Supervisor to join our team! The Service Administrative Supervisor monitors day-to-day field service dispatch and processing operations emphasizing customer service, accuracy, and profitability along with daily processing responsibilities. 

 

Raymond West is committed to providing our customers with end-to-end warehouse solutions. We bring you our industry-leading expertise in lift trucks, racking, conveyor, dock and door, rentals, parts, and service. Our customers trust us to provide the right supply chain solutions and services to keep their business up and running.

 

Duties and Responsibilities: 

Primary duties and responsibilities will vary with the specific position. Typical responsibilities are listed below. This list is not inclusive.    

• Oversee day-to-day service administrative operations.
• Establish processor daily and weekly work order closing goals and ensure KPI’s are consistently met.
• Monitor and report on daily WIP, revenue tracking and aging work order reports.
• Adjust processors’ job assignments based on department revenue goals.
• Provide processing folder progress throughout the month and advise on aging and/or ongoing issues; escalate pertinent issues timely.
• Process specialized or complex work orders accurately and efficiently including dealer-to-dealer invoicing and creating and receiving vendor PO’s.
• Ensure National Account and Warranty work orders are closed in compliance with specific policies and procedures and communicate account updates timely.
• Audit National Account and Warranty claims returns, oversee corrections and resubmissions and report deficiencies to manager.
• Ensure new National Account customers are set up timely and communicate invoicing requirements and account information to appropriate service admin associates.
• Ensure customer billing issues are resolved timely, including interdepartmental billing.
• Set service administrative staff schedules and assign and/or authorize overtime based on business needs.
• Work with different managers and departments to ensure parts and labor are correct on work orders and minimize or reduce work order defects.
• Work with credit department manager and ensure work orders pending POs are resolved timely while prioritizing aging work orders.
• Work with sales account representatives and managers to ensure service agreements are complete and escalate defects when appropriate.
• Ensure Contract Coordinators process service agreements timely and maintain service reporting accurately.
• Create monthly financial and performance reporting for the department.
• Oversee ADP Timecard compliance.
• Conduct and oversee annual performance reviews for service administrative staff under supervision of Service Administrative Manager.
• Ensure service administrative staff follows Company policies and procedures, code of conduct and EHS Safety compliance.
• Conduct employee development and disciplinary action, if required.
• Oversee Dispatch response time and IDA compliance.
• Oversee Dispatch IVR and portal customer compliance.
• Supervisor Service Administrative Lead(s).
• Strategize and communicate with Manager to improve processes and reduce administrative task deficiencies.
• Special projects as assigned.

Required Skills/Abilities: 

• Excellent written and verbal communication skills 
• Excellent organizational time management skills
• Proficient in Microsoft Office Suite and similar software  
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.  
• Ability to speak effectively before groups of customers or employees of the organization.
• Must be able to maintain effective working relationships with employees, Co-workers, and Managers in other departments.
• Must be willing to work off-hours as specific needs dictate and willing to assume more responsibility as required.
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret and make sound business decisions in the absence of orders/instructions and in compliance with department goals and company values.
• Able to organize personnel efficiently and ensure team training is continual and up to date.
• Motivated to continuous self-development and training.

Education/Experience:  

• High school diploma or equivalent; or two years related lead or supervisor experience; or equivalent combination of education and experience.

Physical Requirements:   

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  

• Position is Sedentary and desk bound.
• Prolonged periods of sitting at a desk and working on a computer
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
• Occasionally required to climb or balance and stoop, kneel, crouch, or crawl
• Occasionally required to lift and/or move up to 25 pounds.  

Pay Range:

• The salary range for this position is $62,000 - $65,000. The specific pay offered to a candidate may be influenced by a variety of factors including but not limited to the candidate’s relevant experience, education, and work location.

 

Qualified candidates must be able to pass a pre-employment physical and drug screen. 

Raymond West provides medical, dental, vision, 401k with company match, flexible spending accounts, disability insurance, life insurance, personal time off, holiday pay and a great team to work with!

Check us out at www.raymondwest.com. Raymond West has a great group of loyal and hardworking employees who help us maintain our exemplary level of sales and service.

 

Apply on-line via the submit resume button provided. We are an equal opportunity employer and encourage all qualified persons to apply. We encourage qualified military veterans and persons with disabilities to submit their resume online. We will consider qualified applicants with criminal histories in accordance with the FCO. We are a drug free company.

This contractor and subcontractor shall abide by the requirements of 41 CFR §§ 60-1.4(a), 60-300.5(a) and 60-741.5(a). These regulations prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities and prohibit discrimination against all individuals based on their race, color, religion, sex, or national origin. Moreover, these regulations require that covered prime contractors and subcontractors take affirmative action to employ and advance in employment individuals without regard to race, color, religion, sex, national origin, protected veteran status or disability.