Rentokil Warehouse & Operations Manager - Ambius in Calgary, Alberta

Warehouse and Operations Manager

Position Summary:

  • To assist Branch Manager in building the business by providing world class customer service to clients

  • Cultivating existing and new business relationships

  • Field contact and trainer for Customer Service Specialist (CSS) and Installation teams

  • Responsible for warehouse operations

  • Interfaces with customers and regional admin center colleagues

  • Manages warehouse/greenhouse flowering plant programs

  • Assists the branch manager with additional projects as needed

  • Directs the warehouse operations and other functions which may include directing installation team, overseeing holiday program and other duties

  • Supervises and assists with the unloading, stocking, order preparation

Significant Relationships:

  • Customers

  • Customer Service Specialists

  • Installers

  • Administrative Managers

  • Assistant Branch Manager

  • Sales and Design consultants

  • Concierge

  • Warehouse Supervisor

  • Area Manager

  • Warehouse assistant

  • Suppliers

Immediate Subordinates:

  • Customer Service Specialists

  • Installation Technicians

  • Warehouse Assistant

Benchmarks for Success:

  • Customer Retention – Minimum of 90%

  • High level of customer satisfaction

  • Customer calls and RAC calls handled promptly and completely

  • Cultivate add-on and existing business through CSS teams

  • Creating Recurring and Non-recurring sales

  • Advancement in Career Advantage Path Program

  • Year on Year improvement in total service expense and to % of sales

  • Accurate and timely deliveries of orders

  • Improvement of team member retention

  • Assists branch in meeting profit goal

  • Insures all branch admin duties properly handled.

  • Successfully supports branch in other assigned functions as delegated.

  • All required reports and tasks are on time or better

Principle Objectives:

  • Live and demonstrate the Ambius Mission/Vision and Values

  • Facilitate and provide a premium quality of Customer Service by our team members by utilizing best practices, products or procedures as indicated by training and operational manuals

  • Execute policy and procedures in accordance to policy manuals

  • Maintain a high degree of conformance to all applicable Health and Safety Procedures

Principle Responsibilities:

Customer Service:

  • Resolves all customer issues in a timely and professional manner

  • Display dedication to “World class service” at all times

  • Ensure CSS and Installers are trained in “World class service” techniques

  • Adhere to the Call Frequency program and completing Quality Assurance Reports as outlined by Branch Manager and company policy

    Administrative/Human Resources/Training:

  • Provides a positive work environment for all team members

  • Performance management of CSS and Installers

  • Follow-up with CSS and Installers in regards to the “Discovery” and “Career Path” programs

  • Assists in interviewing process for CSS and Installers

  • Provide new hires with a thorough, proper and timely orientation

  • Conduct weekly service meetings with CSS and Installers

  • Completes/maintains all job position required administrative paperwork

Day to Day:

  • Provides new hires with proper tools for the job when hired and replacement tools as needed

  • Initiate and schedule plant replacements

  • Provide plant orders to warehouse or admin manager

  • Conduct and provide vehicle audits to admin manager as required

  • Manage CSS and Installer route load

  • Communicate across departments to ensure smooth business operations

  • Stand-in for CSS and Installer as needed

  • Ensure CSS and Installers work within budgetary payroll and replacement guidelines

  • Manages and assists with Holiday preparations and installations as needed

  • Provides new hires with proper tools for the job when hired and replacement tools as needed

  • Ensure Installers work within budgetary payroll and replacement guidelines

  • Managers and assists with Holiday preparations and installations as needed

  • To properly account for and sign for all shipments

  • That all plants and flowers are unpacked by the end of the day

  • That all plants and flowers are at their proper moisture level, no dry plants

  • All plants and flowers are properly spaced

  • All hard goods are stored in a safe and logical manner

  • All orders are picked and checked for accuracy

  • All plants are cleaned according to policy and wrapped as required for safe transport

  • Handles day to day branch admin duties such as: colleague orientations, payroll preparation, sales support, resolve billing issues, branch manager assigned duties

  • Assists with forecasting and monthly financial requirements as needed

  • Maintains adequate inventories of all required supplies, plants and hard goods

  • Opens, sorts, and distributes mail – handles all FedEx and branch deliveries

  • Interfaces daily with other departments and personnel to insure all customer needs are timely met.

Other:

  • Have working knowledge of Branch P&L statements and budgetary requirements

  • Attend all required meetings

  • Conduct required Alignment meetings and workshop classes as designed and as scheduled

Health and Safety Responsibilities: Provide to all employees a safe, without risk, working environment. This includes but is not limited to the following:

  • Comply with all Health and Safety requirements as specified by the company and other government regulatory agencies. This includes but is not limited to:Reporting/remedy of potential hazards

  • Storing, handling and disposing of chemicals

  • Timely reporting of first reports of injury to the appropriate person with accurate and timely completion of necessary forms.

  • Conduct health and safety audits of each employee to ensure work is in accordance with the safety policies of the company and other government regulatory agencies.

  • Ensure that written health and safety procedures for each job task are up to date and available to include any potential health and safety risk in site specific areas.

  • Attend any required Health & Safety meetings or training sessions

Working Environment: The team member may be subject to one or more of the following environmental conditions

  • Inside environment conditions. This includes but is not limited to: Offices, atriums, malls, restaurants, hotels, airports.

  • Hazards including a variety of physical conditions, such as exposure to chemicals, heavy lifting, working with sharp tools

  • Atmospheric conditions: Dust, mists, dirt, water, pests

  • Regular driving conditions: May by required to drive in rain, snow, and/or high heat

Physical Requirements: The team member may be required to perform one or more of the below functions on a day to day basis.

  • Climbing: Ascending or descending stairs, step ladders or ramps

  • Reaching: Extending arms and hands to reach plants on multiple levels

  • Kneeling: Bending legs at the knee to get to low level plants

  • Crouching/stooping: Bending the body forward and downward by bending the leg and spine to reach low level plantings

  • Walking: Moving about on foot for long periods of time to accomplish tasks

  • Pushing: Using upper extremities to press against something, particularly water machines

  • Pulling: Using upper extremities to exert force in order to draw, drag, haul or tug at objects such as plant containers

  • Lifting: Raising objects from a lower to higher position or moving objects horizontally from position to position such as moving planters from place to place. May be required to lift upwards of 40 pounds

Limits of Authority: The following may not be undertaken without prior agreement of the Branch Manager:

  • The issue of any purchase orders

  • The purchase of goods without specific permission

  • The purchase or use of any products outside the normally issued range

  • The signing of any contracts or leases outside of Ambius sales contracts

Skill areas:

  • Strong communication and problem solving skills

  • Solid customer service skills

  • The ability to multi-task, analyze situations and develop proactive responses

  • The ability to handle stress and stress related situations

  • The ability to work independently, taking the initiative

  • Strong time management skills

  • Strong organizational skills

  • Working computer knowledge

  • Ability to motivate a diverse and possible wide-spread team

Personal Characteristics:

  • Outgoing personality

  • Flexible and adaptable mindset

  • Looking for “Win-Win” solutions

  • Energetic, hard-working with the ability to stand and walk for long periods of time

  • Takes a team oriented approach

  • Detail oriented

Education/Experience:

  • High School graduate or equivalent

  • Supervisor level experience in a customer focused environment preferred

  • Working knowledge of horticulture is beneficial but not required

  • Must have a valid drivers license and clean driving record

This job description is meant to reasonably describe the specific job title of Service Manager. Individual responsibilities and capabilities may cause this description to be adjusted depending on various Branch and Company needs.

Company Brand: Ambius Canada

Posting Type: Full

ID: 2017-9449

External Company Name: Rentokil NA

External Company URL: http://www.rentokil.com/