Service Administrative Supervisor

Raymondhandling; Cypress, Northern (CA, KY); Hybrid; USD 62,000 - 65,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401k with company match

Flexible spending accounts

Disability insurance

Life insurance

Paid time off

Holiday pay

Job summary

Raymond West is seeking a dynamic Service Administrative Supervisor to oversee day-to-day service administrative operations and drive KPI attainment. The role partners with multiple departments to ensure accurate work orders, invoicing, and timely contract processing, while supervising staff and maintaining compliance.

Ideal candidates have strong communication, organizational skills, and proficiency in MS Office.

Qualifications

• High school diploma or equivalent; or two years related lead or supervisor experience; or equivalent combination of education and experience.
• Excellent written and verbal communication skills; ability to read and interpret documents and operate MS Office.
• Ability to organize personnel, manage schedules and supervise staff to achieve KPI targets.

Responsibilities

• Oversee day-to-day service administrative operations.
• Establish daily/weekly work order goals and ensure KPI targets are met.
• Monitor WIP, revenue tracking, aging work orders; adjust assignments to meet goals.
• Process complex work orders including dealer-to-dealer invoicing and vendor POs.
• Ensure National Account and Warranty work orders comply with policies and are updated.
• Set staff schedules and authorize overtime as needed.
• Collaborate with managers to ensure accurate parts and labor on work orders.
• Prepare monthly departmental financial and performance reports.
• Conduct annual performance reviews and enforce policies and EH&S compliance.

Skills

Excellent written and verbal comms

Organizational/time management

Microsoft Office Suite

Reading and interpreting documents

Public speaking to groups

Interdepartmental relationship skills

willingness for off-hours

Problem solving under variability

Team training coordination

Self-development and training

Education

High school diploma or equivalent

Job description

Raymond West is looking for a dynamic Service Administrative Supervisor to join our team! The Service Administrative Supervisor monitors day-to-day field service dispatch and processing operations emphasizing customer service, accuracy, and profitability along with daily processing responsibilities.

Raymond West is committed to providing our customers with end-to-end warehouse solutions. We bring you our industry-leading expertise in lift trucks, racking, conveyor, dock and door, rentals, parts, and service. Our customers trust us to provide the right supply chain solutions and services to keep their business up and running.

Duties and Responsibilities:

• Oversee day-to-day service administrative operations.
• Establish processor daily and weekly work order closing goals and ensure KPI’s are consistently met.
• Monitor and report on daily WIP, revenue tracking and aging work order reports.
• Adjust processors’ job assignments based on department revenue goals.
• Provide processing folder progress throughout the month and advise on aging and/or ongoing issues; escape pertinent issues timely.
• Process specialized or complex work orders accurately and efficiently including dealer-to-dealer invoicing and creating and receiving vendor PO’s.
• Ensure National Account and Warranty work orders are closed in compliance with specific policies and procedures and communicate account updates timely.
• Audit National Account and Warranty claims returns, oversee corrections and resubmissions and report deficiencies to manager.
• Ensure new National Account customers are set up timely and communicate invoicing requirements and account information to appropriate service admin associates.
• Ensure customer billing issues are resolved timely, including interdepartmental billing.
• Set service administrative staff schedules and assign and/or authorize overtime based on business needs.
• Work with different managers and departments to ensure parts and labor are correct on work orders and minimize or reduce work order defects.
• Work with credit department manager and ensure work orders pending POs are resolved timely while prioritizing aging work orders.
• Work with sales account representatives and managers to ensure service agreements are complete and **escalate** defects when appropriate.
• Ensure Contract Coordinators process service agreements timely and maintain service reporting accurately.
• Create monthly financial and performance reporting for the department.
• Oversee ADP Timecard compliance.
• Conduct and oversee annual performance reviews for service administrative staff under supervision of Service Administrative Manager.
• Ensure service administrative staff follows Company policies and procedures, code of conduct and EHS Safety compliance.
• Conduct employee development and disciplinary action, if required.
• Oversee Dispatch response time and IDA compliance.
• Oversee Dispatch IVR and portal customer compliance.
• Supervisor Service Administrative Lead(s).
• Strategize and communicate with Manager to improve processes and reduce administrative task deficiencies.
• Special projects as assigned.

Required Skills/Abilities:

• Excellent written and verbal communication skills
• Excellent organizational time management skills
• Proficient in Microsoft Office Suite and similar software
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
• Ability to speak effectively before groups of customers or employees of the organization.
• Must be able to maintain effective working relationships with employees, Co-workers, and Managers in other departments.
• Must be willing to work off-hours as specific needs dictate and willing to assume more responsibility as required.
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret and make sound business decisions in the absence of orders/instructions and in compliance with department goals and company values.
• Able to organize personnel efficiently and ensure team training is continual and up to date.
• Motivated to continuous self-development and training.

Education/Experience:

• High school diploma or equivalent; or two years related lead or supervisor experience; or equivalent combination of education and experience.

Physical Requirements:

• Position is Sedentary and desk bound.
• Prolonged periods of sitting at a desk and working on a computer
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
• Occasionally required to climb or balance and stoop, kneel, crouch, or crawl
• Occasionally required to lift and/or move up to 25 pounds.

Pay Range:

• The salary range for this position is $62,000 - $65,000. The specific pay offered to a candidate may be influenced by a variety of factors including but not limited to the candidate’s relevant experience, education, and work location.

Qualified candidates must be able to pass a pre-employment physical anddrug screen.

• Raymond West provides medical, dental, vision, 401k with company match, flexible spending accounts, disability insurance, life insurance, personal time off, holiday payand a great team to work with!

Check us out at www.raymondwest.com. Raymond West has a great group of loyal and hardworking employees who help us maintain our exemplary level of sales and service.

We are an equal opportunity employer and encourage all qualified persons to apply. We encourage qualified military veterans and persons with disabilities to submit their resume online. We will consider qualified applicants with criminal histories in accordance with the FCO. We are a drug free company.

This contractor and subcontractor shall abide by the requirements of 41 CFR §§ 60-1.4(a), 60-300.5(a) and 60-741.5(a). These regulations prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities and prohibit discrimination against all individuals based on race, color, religion, sex, or national origin. Moreover, these regulations require that covered prime contractors and subcontractors take affirmative action to employ and advance in employment individuals without regard to race, color, religion, sex, national origin, protected veteran status or disability.

Raymond West endeavors to make www.raymondhandling.com accessible to all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please email [e-mail] and someone from our Recruiting Department will respond to you. This contact information is for accommodation requests only and cannot be used to inquire about the status of applications.

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