Vendor operations manager (Escalation management)

Harvey Nash

Atlanta (GA)

On-site

USD 41,328 - 45,460

Full time

14 days+

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Job summary

A staffing company is seeking an HA Operations Specialist in Atlanta. This role involves supporting daily operations of the Business Center, managing vendor relationships, and ensuring optimal service delivery. The ideal candidate has over 4 years in customer service or operations, strong analytical abilities, and proficiency in Microsoft Office. This position offers a hybrid working model and demands flexibility in a fast-paced environment.

Qualifications

4+ years of experience in customer service or operations.
Proven adaptability in fast-paced environments.
Strong analytical and problem-solving skills.

Responsibilities

Support day-to-day operations of the outsourced Business Center.
Audit vendor deliverables against contractual obligations.
Act as the escalation point for Builder Direct issues.

Skills

Customer service experience

Order management

Sales operations

Microsoft Office proficiency

Interpersonal skills

Education

Bachelor’s degree

Tools

Excel

PowerPoint

Job description

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Base pay range

$30.00/hr - $33.00/hr

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Atlanta, GA (Hybrid - 4 in office, 1 remote (set day))

6 Months

HA Operations Specialist

KEY RESPONSBILITES/REQUIREMENTS:

This position supports the day-to-day operations of the outsourced Business Center (BC) for the Builder Direct network.
The operations specialist will be expected to execute the operational duties to ensure our contact center and vendor operations are in alignment with Client’s approved operational goals.
The operations specialist would be responsible for auditing the vendor(s) daily, weekly and monthly deliverables against their contractual obligations and KPI’s.
This position also supports process improvement, new SOP implementation, and ad hoc requests.
They will serve as a liaison between Client and Builder Direct account representatives.
This individual will strive to maintain the standing relationship between Client and the Builder Direct account by ensuring that all issues are remedied in a timely manner, while adhering to Client’s policies and procedures.

Key Responsibilities

Assist with Builder Direct escalations
Support new builder site launch, including pre-walk, and final mile coordination
Act as the internal escalation point for Builder Direct issues
Manage final mile relationship and escalations
Manage Builder Direct contact center to ensure timely and accurate responses

Knowledge, Skills and Education

Hands-on experience with customer service, order management, and sales operations
Must be flexible and adaptable to Client’s fast-paced, ever-changing environment, with the proven ability to work in ambiguous situations or with limited direction - Works effectively with competing priorities
Solution-driven; and can perform root-cause analysis to quickly find and present resolutions – looking for someone that is a forward thinker
Strong Proficiency with Microsoft Office – Excel & PPT
Strong interpersonal, and communication skills to coordinate and support transactions across multiple teams
Must have the ability to meet deadlines in a fast-paced and demanding environment
Regular, consistent and punctual attendance. Must be able to occasionally work nights and weekends
Bachelor’s degree highly preferred
Years of experience: 4+ years
Preferred: Some experience with Agile project/procedure management would be a HUGE BONUS!

Skills

Stays up-to-date
Can easily document a new process or problem
Can collect and condense data into information that can be acted on
Excels with computer software programs, i.e. Excel, PowerPoint, Word and new/emerging presentation programs
Building internal cross-functional relationships and partnerships.

Additional Info

This position requires transactional coordination to ensure smooth delivery to consumers. The candidate will interact with multiple departments (internal and external):

Builder Direct representatives (External - staff)
Delivery Partner (External- staff)
Client Departments (Internal – staff)
Business Center Vendor (External - Supervisor teams to floor associates)

This role will oversee all necessary duties to sustain Client’s main goal of ensuring a smooth delivery experience for the Builder Direct accounts purchasing home appliances from Client.

This role will support all necessary duties to sustain vendor manager’s main goal of ensuring a smooth delivery experience for the Builder Direct accounts who are purchasing Client home appliances.