Customer Service Manager

Position overview: The Operations Manager will have exposure to a wide range of business activities at SDI and reports to the Account Manger. This role is responsible for overall client satisfaction on a day-to-day basis, successful and smooth delivery of SDI’s value proposition and the fulfillment of all contractual obligations for assigned client(s). Clients that are considered program accounts will have multiple locations, have complex operating models and are considered strategic to SDI due to growth potential opportunities. The Operations Manager role serves as the client advocate with SDI corporate headquarters in Jacksonville, FL and will drive transactional and tactical excellence while also acting a strategic business partner. Transactional issues such as purchase order and invoice issues are resolved quickly and effectively. This is an on-site position, requiring presence at our client's location in Bentonville, AR 5 days a week. This role also simultaneously manages multiple locations, and candidates must be willing to travel up to 20% to customer sites, as well as to our Jacksonville, FL headquarters as needed. Only candidates local to the Bentonville, AR area will be considered. A typical day in the life of an Operations Manager: On the client side: This person leverages their knowledge of procurement, digital supply, inventory management and operations experience to represent SDI as the subject matter expert. The Operations Manager will interact directly with a diverse team of personnel responsible for providing different facets of our value proposition to our customers and ensure performance that is best in class across a singular account with multiple site locations. The Operations Manger will effectively deliver the performance management program to all client employees and be responsible for preparing and facilitating the program’s direction and presenting the program’s KPI’s, milestones, and service delivery to the customer’s management team. They will function as the primary client interface. As this is a client facing role, this person must have a credible presence as a subject matter expert and deliver best in class value to the clients. The right candidate will be able to capture, interpret and drive continuous improvement of established site metrics and key performance indicators (KPI’s). This role will be responsible for the administration and delivery of services to established service level agreements at the site level. This person will also insure all local transactional issues such as purchase order and invoice issues are resolved quickly and effectively. On the SDI side: The Operations Manager is required to work within a matrix organization to drive stated objectives. As such, this position requires exceptional communication skills, analytical mindset, problem solving and relationship building abilities with leaders across the organization including functional areas such as account management, engineering services, sourcing, procurement, human resources, finance and information technology. The Operations Manger will have financial management responsibilities for each client and site location requiring the ability to deliver to annual revenue, expense and profit goals. To do so, this position requires the ability to align organizational strategy to specific plans to deliver results. Additionally, this role requires project management experience to control the various innovative projects being delivered at each client location. The skills you’ll contribute to our diverse team: Bachelor’s degree in supply chain management, engineering, business, or equivalent work experience. 3 years’ experience in Integrated Supply, Digital Supply, E-Procurement, Digital Facilities Management or adjacent space (i.e. Logistics, Distribution, Supply Chain with knowledge of indirect materials). 5+ years of client management experience, including knowledge of source…

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