Customer Service Manager

SDI; Bentonville (AR); On-site; USD 75,000 - 105,000; Full time

Benefits offered by this job

Health insurance

401K with company match

Tuition reimbursement

Paid holidays

Job summary

SDI is seeking an Operations Manager to oversee client satisfaction and the delivery of SDI’s value proposition at a Bentonville, AR site. You will manage SLAs, coordinate with cross-functional teams, and travel up to 20% to customer sites and our Jacksonville, FL HQ.

You will lead performance metrics, drive continuous improvement, and serve as the primary client interface, ensuring proactive issue resolution and strategic partnership with SDI and client teams.

Qualifications

• 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.
• 5+ years of client management experience, including knowledge of source to pay, product sourcing, e-commerce, catalog management and inventory control of indirect materials.
• 3+ years direct client-facing experience required.
• Experience in analyzing data to understand and define program direction, troubleshooting and measuring results.
• Advanced skills with Business Intelligence and Microsoft Office tools.
• End-to-end knowledge of the complete procure-to-pay transactional life cycle from an SAP or similar ERP perspective.
• Must have experience utilizing and defining current technologies to deliver client automated visibility to supply and fulfillment, including eCommerce plugins, personalized recommendation engines, advanced analytics services, inventory tracking solutions, custom product builders, custom workflow management, chatbots etc.
• Demonstrated leadership competencies with excellent written and verbal communication.
• Hands-on manager not afraid to roll-up sleeves to perform duties to get the job done.
• Proven ability to operate with a high degree of autonomy and professionalism.
• Strong organizational, time management, and people management skills.
• Six Sigma certification preferred, exposure/knowledge required. Other process methodologies such as Lean Manufacturing, etc. will also be considered.

Responsibilities

• On the client side, represent SDI as the subject matter expert in procurement, digital supply, inventory management and operations.
• Interact with a diverse team to ensure best in class performance across a multi-location account.
• Deliver the performance management program and present KPI milestones and service delivery to the client’s management.
• Function as the primary client interface with credibility as a subject matter expert.
• Capture, interpret and drive continuous improvement of site metrics and KPIs.
• Ensure administration and delivery of services under established SLAs at the site level.
• Resolve local transactional issues such as purchase orders and invoices quickly and effectively.
• On the SDI side, work within a matrix organization to drive objectives and coordinate with account management, engineering, sourcing, procurement, HR, finance and IT.
• Manage financials for each client and site to meet revenue, expense and profit goals.
• Provide project management to control innovative projects at client locations.

Skills

Supply chain

Client management

Data analysis

BI tools

Procure-to-pay

ERP SAP

Leadership

Communication

Autonomy

Problem-solving

Education

Bachelor’s degree in supply chain management, engineering, business, or equivalent work experience

Tools

SAP ERP

Power BI

Job description

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.

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 to pay, product sourcing, e-commerce, catalog management and inventory control of indirect materials.
• 3+ years direct client-facing experience required.
• Experience in analyzing data to understand and define program direction, objectives, troubleshooting and measuring results.
• Advanced skills with Business Intelligence and Microsoft Office tools.
• Ability and comfort to develop end-to-end customer presentations.
• End-to-end knowledge of the complete procure-to-pay transactional life cycle from an SAP or similar ERP perspective.
• Must have experience utilizing and defining current technologies to deliver client automated visibility to supply and fulfillment, including eCommerce plugins, personalized recommendation engines, advanced analytics services, inventory tracking solutions, custom product builders, custom workflow management, chatbots etc.
• Demonstrated leadership competencies with excellent written and verbal communication. Executive presence, superior presentation skills, comfortable presenting to senior leadership.
• Hands-on manager not afraid to roll-up sleeves to perform duties to get the job done.
• Proven ability to operate with a high degree of autonomy and professionalism.
• Strong organizational, time management, and people management skills.
• Six Sigma certification preferred, exposure/knowledge required. Other process methodologies such as Lean Manufacturing, etc. will also be considered process-oriented, strong analytical skills.

Who are we?

At SDI, we’re proud to help essential organizations across North America compete more effectively in a challenging global marketplace – and keep our economy moving. We do this by thinking differently, questioning conventional wisdom, and constantly challenging the status quo. We’re evolving the way leading manufacturers, multi-site retailers, and higher education think about their maintenance, repair, and operations (MRO) strategies – the critical supply chain of parts, materials, equipment, and consumables necessary to keep plants and facilities operating safely and productively. Every day, we help companies eliminate waste, minimize risk exposure, and stay competitive on an ever-changing world stage.

Why work for SDI?

Benefits

The Philadelphia Inquirer named us a Top Workplace in 2023! Additionally, we pride ourselves on taking care of our employees. Here are some of the benefits we offer:

• Health insurance (medical, dental and vision).
• Training and development opportunities – 2023 winner of the People Accelerator award.
• Vacation, wellness days, pet bereavement days and 12 paid holidays.
• 401K with a company match.
• Tuition reimbursement.
• Student loan repayment assistance.
• Reimbursement for safety shoes.
• Discounted tickets to a variety of different vendors.

The pay range for this bonus-eligible role is USD $75,000 - $105,000 annually. Individual pay depends on various factors, such as role level, relevant experience and skills, and location. Pay ranges are reviewed and typically updated each year. Offers are made within the pay range applicable at the time.

EEO

SDI is proud to be an equal opportunity employer committed to inclusion and diversity. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, or other applicable legally protected characteristics. If you have a disability or special need that requires accommodation for any part of the employment process, please let us know by contacting us at [e-mail]. SDI participates in the E-Verify program.