Operations Manager

Role Summary:

The Operations Manager provides strong leadership of the operational functions ensuring that the Service Center has the capacity, efficiency, and cost-to-serve characteristics necessary to meet Summit’s business objectives and the demands of Summit’s customers.  Doing so supports Summit’s business imperative of pursuing profitable growth in every market we serve.  This role will give direction to branch operational functions including Customer Service Representatives (inside sales), Counter Sales Associates, and Administrative Associates.  A key responsibility for the Operations Manager is to support the sales team by aligning resources to support sales growth and key initiatives.  Authority is given to use good judgment in order to “make it right” with specific customer orders, to ensure extraordinary customer service is delivered, and to maintain Summit service standards. 

Principal Accountabilities: (essential job functions)

• Coordination and Supervision
  • Provide overall leadership for Service Center Operations.  Lead by example to instill Summit mission and values.
  • Work closely with Solution Center leadership to ensure customer expectations are met.
  • Provide training, coaching, and accountability for associate performance to achieve overall operational effectiveness.
  • Coordinate team and individual metrics setting in alignment with Summit’s overall business objectives, operational initiatives, and the market sales plan and budget.
  • Communicate effectively and frequently with all direct reports regarding goals, expectations and other work-related issues. Create motivational programs to support gains in key performance metrics. 
• Financial
  • Review financial data and reporting related to key metrics including sales activity, customer contact and follow-up frequency, quoting activity, gross margin, pricing, inventory, overstock and dead stock, turns, and customer satisfaction data (NPS) making recommendations in line with driving sales performance, reducing cost-to-serve, and maximizing gross margin.
  • Determine actions necessary to optimize inventory in a way that corresponds to market conditions and sales forecasts.
  • Oversee budget management related to local operational activities including headcount, company assets, maintenance and repair, and third party contracts.
  • Identify and implement expense reductions where appropriate. Coordinate with Operations team on facility and equipment maintenance/repairs, upgrades.  Ensure cost saving activities are in place for office expenses.
• Best Practices
  • Improve processes and policies in support of organization goals.  Formulate and implement departmental policies and procedures to maximize efficiency and output. 
  • Identify and deliver process and productivity improvements through enthusiastic leadership of quality programs such as Lean and 5S.
  • Emphasis should be on leveraging operational functions in innovative and creative ways that provide measurable value to customers.
• Human Resources
  • Participate in hiring, training, disciplining, rewarding and terminating team members. 
  • Coordinate associate development in key developmental areas including sales skills, product knowledge, systems proficiency, and understanding of and compliance with Summit Way processes and procedures.
  • Prepare for future growth through robust participation in Summit’s succession planning process.
• Sales, Marketing, and Customer Service
  • Work with local sales leadership to establish market and customer strategies that drive profitable share growth and participate in sales presentations of Summit’s operational capabilities to key customers. 
  • Ensure timely and accurate information in response to customer requirements, challenges, issues, and information requests.  Resolve customer concerns as efficiently and effectively as possible.    
• Strategic Input
  • Based on analysis of performance metrics, give input on capital spending decisions related to operational and supply chain optimization. 
  • Make recommendations to leverage operational functions in innovative and creative ways that create competitive advantages and provide additional revenue streams for Summit.

Essential Qualifications and Experience

• 5 years or more of proven successful experience in inside sales, operations, or comparable position with Summit or a similar organization.

• Experience successfully leading in a matrix-managed organization.  Demonstrated ability to manage, develop, and motivate teams. 
• Ability to recommend and implement timely, strategic decisions based on solid analysis and key performance metrics.
• Demonstrated competency in driving process improvements.  Experience with Lean, 5S, or Six Sigma preferred.

• Highly effective user of ERP systems (preferably SAP) and BI tools.

• Strong customer service orientation – both external and internal.
• Strong recruiting and developing talent in organizations.

Beneficial Skills and Experience

• Bachelor’s degree in Supply Chain, Industrial Distribution, Business, Finance, or equivalent.
• Previous successful experience in SAP. 

• Extensive familiarity with Summit’s suppliers and knowledge of products purchased by Summit’s customers.
• Completion of Bronze, Silver, or Gold of the National Association of Electrical Distributors’ Education Program (EPEC).

• Significant customer service experience in the electrical distribution industry.

Reporting to the position: Could include Customer Service Representatives, Counter Associates, Operations Assistant, Receptionist

FLSA Status:  Exempt

This job description does not represent an inclusive list of all duties encompassed in this position, but rather serves as a tool to assist the Associates in this position.  The existence of this job description, or any other job description, does not in any way negate Summit’s “at will” employment status.  The President of Summit Electric Supply is the only person who may elect to modify or delete this job description at any time upon giving notice to the Associate Services Director to do so.