Channel Operations Specialist (Level DOE)

Job Information

The Channel Operations Supervisor is responsible for the training, development, and organizational health of the Channel Operations Team and for ensuring quality of service to meet and exceed customer expectations for machine orders and resolution of technical issues. 

Role & Responsibility

Order Management:

• Identify and develop Key performance Indicators (KPIs) that measure progress and goal attainment.
• Manage full-cycle of the order entry process, including forecasting, cross-functional scheduling, expediting, and managing change requests to meet dealer, customer, and supplier requirements.
• Serve as the main liaison for the team’s communications with global suppliers to ensure finished, whole-good products are delivered to the customer in accordance with expectation.
• Manage credit availability by monitoring credit holds available for release and credit lines as needed for order creation.

Inventory Management:

• Manage tradeshow inventories, scheduling of machine builds and configurations, shipping, and the final post-show disposition of products.
• Responsible for maintaining accurate physical inventory records for all off-site complete goods (consignment, demo, and charity units) and system transaction for storage locations.  

Operations Support:

• Participate in weekly modification review meetings and follow up on action items.

Marketing and Channel Support:

• Assist in identification of training opportunities and documents for customer accounts as related to the order system and processes.
• Serve as the liaison to cross-functional departments to update sales portal training and communicate system needs.
• Provide advanced support to customer accounts and escalated complaints.

Staff Management:

• Motivate and inspire the team to meet or exceed department metrics.
• Manage team members responsible for the day-to-day execution of deliverables in the achievement of order processing and management.
• Provide professional development and training opportunities for team members.
• Manage the annual performance review and merit processes including goal setting and assessment, benchmarking and equity, development planning.
• Establish regular communication cadences for your team to ensure alignment of expectations, processes and priorities, resource management, capture opportunities for improvement and innovation, coaching and to provide and receive feedback regularly.
• Establish internal communication expectations with staff regarding machine order status, inventory availability, lead times as well as notification of machine arrival from suppliers. Support achievement of customer expectations through effective inventory management.
• Establish and communicate Standard Work Processes (SWPs) and departmental policies to reduce errors and improve quality of service.
• Assign accounts to the Channel Operations Team to ensure adequate coverage of incoming phone calls and response times to dealers.
• Keep abreast of all current model changes, new models, and attachments to provide support and training to the Channel Operations Team.

Job Requirement

Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required:

• Education Preferred: Bachelor’s degree.
• Experience Required: 7+ years of experience.  
  • Inside Sales, Management, International Trade, Supply Chain Management, Purchasing and/or Customer Service experience. 
  • Experience supporting manufacturing, mechanical, technical, or engineering preferred.
  • Experience leading a customer facing team. 
  • Experience in a fast paced, deadline driven position.
• Read and interpret documents such as safety rules, operation and maintenance instructions and procedure manuals.
• Update and interpret information available on routine reports. 
• Create professional correspondence for internal and external customers.
• Able to complete basic math calculations such as discounts, proportions, percentages, area, circumference, and volume. 
  • Apply concepts of basic algebra and geometry
• Troubleshooting and problem-solving abilities. 
  • Able to apply previous knowledge to new situations. 
  • Able to process orders that may contain a variety of concrete variables in situations where only limited standardization exists.
• Interpret a variety of instructions in written, oral, diagram or schedule form.
• High level of knowledge and proficiency in use of Microsoft Office applications such as Word, Excel, PowerPoint, Power BI. 
• SAP or equivalent ERP/MRP system knowledge.
• Travel Required: 0<10%