Service Operations Supervisor: Admin & Dispatch Lead

Raymond West; Cypress (CA); On-site; 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

Personal time off

Holiday pay

Job summary

Raymond West is seeking a dynamic Service Administrative Supervisor to lead day-to-day field service dispatch and processing operations, emphasizing customer service, accuracy, and profitability. The role oversees scheduling, billing, and performance reporting while collaborating with sales, credit, and operations to optimize service delivery.

Required are strong communication, organizational, and MS Office skills, with prior supervisory experience and a high school diploma or equivalent.

Qualifications

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

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; elevate 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 elevate 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.

Skills

Excellent written communication

Excellent organizational skills

Microsoft Office proficiency

Reading and interpreting manuals

Public speaking to groups

Interdepartmental collaboration

Flexibility for off-hours

Problem solving and decision making

Staff training oversight

Self-development

Education

High school diploma or equivalent

Tools

Microsoft Office Suite

Job description

Raymond West is seeking a dynamic Service Administrative Supervisor to lead day-to-day field service dispatch and processing operations, emphasizing customer service, accuracy, and profitability. The role oversees scheduling, billing, and performance reporting while collaborating with sales, credit, and operations to optimize service delivery.

Required are strong communication, organizational, and MS Office skills, with prior supervisory experience and a high school diploma or equivalent.