Coldwater Service Center Facilitator

Family Farm & Home; Coldwater (MI); On-site; USD 42,000 - 56,000; Full time

Job summary

Family Farm and Home, a Michigan-based family-owned retailer, seeks a Service Center Facilitator to lead a busy service center, grow sales, and deliver exceptional customer service.

You will manage a team, drive merchandising and operations, control costs and inventory, and align with local market opportunities, including occasional weekends and holidays as needed.

Qualifications

• Strong leadership and problem-solving skills.
• Ability to hire, coach, and discipline staff.
• Excellent communication with customers and vendors.
• Experience in inventory management.
• Understanding of local market and seasonal opportunities.
• Flexible schedule including weekends and holidays.

Responsibilities

• Promote Family Farm and Home mission and values.
• Drive an aggressive sales culture with superior customer service.
• Hire, coach, counsel, discipline and evaluate team members.
• Manage scheduling, assign tasks, and monitor results.
• Maintain professional service center morale.
• Achieve budgeted goals and control expenses.
• Oversee inventory, parts ordering, and vendor relations.
• Ensure safety, training, and compliance.

Skills

Leadership

Problem solving

Hiring & coaching

Staff management

Inventory control

Customer service

Job description

Family Farm and Home is a family owned and operated company based out of Michigan. Our first stores opened their doors in April 2002. Currently we operate 71 retail locations in Michigan, Indiana, Ohio, Maryland and Pennsylvania. We cater to our customers' needs by supplying a wide variety of products in departments such as tools, hardware, automotive, pet, work and casual clothing, footwear, farm supplies, horse and livestock feed, bird food, lawn and garden, and alternative heating.

Here at Family Farm and Home, our outstanding team members are dedicated to providing incredible product values and exceptional customer service to all customers. Because of this commitment, Family Farm and Home has experienced rapid growth on all levels. Our continued growth in the future is limitless due to our devoted staff and constantly growing group of loyal customers. Are YOU ready to join the FFH Family?

The Service Center Facilitator must exemplify the company's culture by consistently supporting and strengthening the basic philosophies of the company. Service Center Facilitators require strong leadership skills with the ability to motivate and supervise team members. They will have expertise in company culture, merchandising, shrink control and operational aspects of the service center. A successful Service Center Facilitator will be knowledgeable of the local market, customer base, seasonal opportunities, competitors and other specifics of the local market that may influence the business. The Service Center Facilitator is a role model, a leader, problem-solver, and strategic thinker, who is required to manage her/his time to achieve budgeted goals. Our Service Center Facilitators drive sales and profits through merchandising, inventory management, expense control, human resource management and controlling operating costs.

Essential Duties and Responsibilities, Include but are not limited to:

• Promote Family Farm and Home mission statement and family values.
• Promote an aggressive sales culture with an intense focus on superior customer service.
• Responsible for maintaining a highly motivated team by hiring, coaching, counseling, disciplining and firing of team members; planning, monitoring, and evaluating job results.
• Maintains professionalism and positive service center morale.
• Responsible for execution and performance of all service center responsibilities through his/her key associates and/or his or her own actions.
• Completes service center operational requirements by scheduling and assigning team members; following up on work results.
• Provides feedback to the office, i.e., service center director and all other company officials.
• Full profit and loss accountability for individual service center location.
• Achieves financial objectives by assisting in the preparation of an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
• Controlling of service center service log
• Onboarding and exiting of all repairs
• Customer billings, warranty claims and monthly expenditures
• Ordering and inventory control of all parts
• Managing of drivers and routes
• Interaction with vendors on recalls, product needs and warranty
• Identifies current and future customer requirements by establishing rapport with potential and actual customers.
• Responsible for managing and protecting all inventory and company assets in accordance with company policy against theft and damage.
• Protects employees and customers and maintains the stability and reputation of the service center by complying with legal requirements and providing a safe and clean environment.
• Helps determine marketing strategy changes by reviewing operating and financial statements and departmental sales records.
• Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks.
• Maintains consistent operations by initiating, coordinating, and enforcing, operational and personnel policies and procedures.
• All other duties as assigned by supervisor or company official.

Service Center Facilitator Requirements:

A successful Service Center Facilitator must demonstrate excellent leadership and problem solving skills. They will be able to manage with limited supervision. Service Center Facilitator need to have good oral/written communication skills in order to effectively interact with customers, vendors and other associates. It is necessary they be comfortable in the hiring and firing of team members. A successful Service Center Facilitator needs to understand aggressive customer service and be team-oriented. They will have good management and organizational skills. Additionally, it is necessary they understand and interpret data presented in statistical or numerical form and be able to use it effectively in assessing and coordinating the merchandise and operational aspects of the store operations. They need to be detail oriented and able to handle multiple tasks in a fast paced environment. Service Center Facilitator must be able to stand for extended periods of time. They are required to be able to move and handle boxes of merchandise and fixtures throughout the service center. They must be able to climb up and down ladders, reach, bend, twist, kneel, and lift up to 50 lbs. Finally, they will be able to work a flexible schedule including weekends, evenings, and holidays.

REQUIRED EXPERIENCE:

Candidates must have previous hands-on experience in one or more of the following areas: Small Engine Repair, Powersports Repair, or Automotive Diagnostics and Repair.

At Family Farm and Home it is our mission to build a family dedicated to providing exceptional service, products, and prices, focused on fulfilling the lifestyle needs of our customers who aspire to live, work, and grow like we do.