Administrative Supervisor

Administrative Supervisor

Requirements

• Minimum of an Associate’s degree and 5 years of relevant experience; Bachelor’s degree preferred.
• 5+ yrs. of experience overseeing customer-centric business processes.
• 5+ yrs. of overseeing the planning and execution of technical projects utilizing internal resources and outside service providers.
• Experience leading others either directly or indirectly.
• Exceptional project coordination, reporting and problem resolution experience.
• Excellent verbal, interpersonal and written communication skills with ability to interact with service provider contacts and customer contacts.
• Demonstrated ability to assess internal/external customer situations & responds in a professional manner.
• Self-motivated individual who works independently within guidelines.
• Demonstrated ability to develop effective business processes and proactively drive continuous improvement actions.
• Ability to synthesize data related to business performance and build and execute action plans to close any gaps.
• Competency with Microsoft office software – Word, Excel, Outlook.

Responsibilities

• Lead the daily operations of the services group interfacing regularly with sales, customers, service providers and other key stakeholders.
• Ownership of the complete project lifecycle including qualifying opportunities, technical quoting, project resourcing, scheduling, and fulfillment, working with both internal technicians and external service providers.
• Develop project plans and monitor execution to ensure projects are completed on scope, on time, on cost, on budget, and to the appropriate quality specifications.
• Answer services inquiries promptly, professionally and knowledgeably on the phone and through email.
• Oversee the customer on-boarding process in order to complete pre-project logistics and ensure customer expectations are aligned with project scope and deliverables.
• Ensure project documentation, invoices and customer order closure are completed in a timely manner.
• Measure service providers on communication, customer satisfaction, on-time performance, adherence to cost targets and other KPIs. Drive corrective action as appropriate.
• Manage service provider partner relationships through regular communication and periodic business reviews. Identify and evaluate new partnership opportunities as required to support business growth.
• Work closely with Sales, Marketing and Customer Service to define best practices and processes for resolving and responding to customer issues and new business opportunities.
• Drive continuous improvement efforts to reduce work content and cost. Assist in the development of strategies for improving serviceability.
• Participate in new product/service R&D initiatives as needed.
• Develop, track and periodically report on key performance indicators (KPI’s) related to Master Lock safety services, measuring gaps to performance goals and formulating corrective actions to address those gaps.

Preferred Qualifications

• Bachelor’s degree preferred.