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| SDO Manager - Hanover, MD Hanover, MD (USA) Apply Online |
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| Post Date: | 11/06/09 | Company: | Staples, Inc. |
| Compensation: | not given | Contact: | |
| Job Type: | Full Time | Phone: | |
| Education: | 4 year degree | Fax: | |
| Experience: | 2 - 5 years | Mailing Address: | |
| Travel: | Negligible | ||
| Reference: | |||
| Job Description: This individual is responsible to manage and ensure the timely and complete delivery of all North American Delivery (contract and SBD) customer orders. • Responsible for management and performance of the SDO location in an efficient, cost effective, and safe manner while maintaining high customer satisfaction levels. • Collaborates with the Director of Delivery Operations for preparing and planning strategies to meet the SDO's daily, weekly, and monthly customer service and financial goals. • Ensures all deliveries to Staples NAD customers are performed according to time, safety, efficiency and accuracy standards. • Ensures the SDO operates according to budgeted guidelines. • Responsibilities also include; coaching and managing associates to high performance standards and recognizing individual and team success. • Works in concert with the senior management team in implementation of processes and procedures to ensure continuous improvement in efficiencies. • This individual works cross channel with a required high degree of communication with the Call Centers, Fulfillment Center Manager, and sales. • This individual is key in customer retention because this individual manages a team that interacts with our customers on a daily basis. • This individuals leadership is the difference in growing our business or losing it. A very critical individual to our customers and to our entire product and data flow. Principal Duties and Responsibilities • Direct daily delivery operations, staffing and resources to accomplish delivery schedule within the assigned delivery area. • Control administrative processes so they are performed in an accurate and timely manner. • Develop individual associate's skills, standards and morale through training and coaching. Direct, support and delegate tasks as appropriate to an individual associate's skill level. Give consistent and thorough feedback to associates, conduct timely Performance Appraisals, and deliver disciplinary action if necessary. • Read, understand and analyze daily, weekly, and monthly operational reports. Use these reports to evaluate department's performance. Compute figures to accurately plan/adjust headcount to meet department's objectives. • Develop and execute daily and weekly action plans to meet department SDO performance expectations. • Monitor and evaluate safe work practices and maintain a safe work environment. • Work with the Director of Delivery Operations to develop, refine, implement and administer departmental fleet policies, procedures and systems to provide effective service to all NAD customers and channels at the lowest cost possible. • Provide assistance and guidance relating to all SCC integration projects. • Work closely with all call center and regional SBA / SNA customer service personnel and ensure timely notification of delivery issues to be communicated with customers. • Serve as a resource to other NAD operations management personnel to resolve delivery problems. • Guide Courier Support Operations Manager in daily duties; evaluate results and measure their effectiveness via metrics and customer service levels. • Assist the Driver Relations Manager of Delivery Operations. Job Requirements: • Bachelor Degree • 3 to 5 years work related experience. • Strong team based leadership, motivational, and development skills essential. • Experience managing a high growth, multi division, multi million dollar company. • Computation/mathematical ability and reading comprehension of technical/financial materials and reports. • Knowledge of PC applications. • Eagerness and ability to learn - absorb new information quickly. • Initiative to work with minimal instruction and direction • Strong oral and written communication skills. • Experience and working knowledge of transportation systems and processes, productivity standards, and technology. • Demonstrated responsibility, maturity, and leadership ability. • Demonstrated analytical thinking and problem solving ability. • Possess a sense of urgency required to work in a deadline driven environment. • Strong organizational and motivational skills, and attention to detail. • Customer-service oriented. |
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