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Regional Operations Manager

4 weeks ago

Surrey, Canada Marathon Hardware Full time

The Regional Operations Manager, reporting directly to the Vice President - Western Canada, plays a key role in driving productivity, accuracy, and efficient operations in the Region (Surrey and Kelowna locations). The position proactively manages all branch operations including warehouses, showrooms, and inside sales teams. This role entails working closely with the Regional Sales Manager to manage order fulfillment, quotations, showroom operations, and overall customer service levels to ensure that sales goals and targets are met as previously set for the Region. This role is responsible for coaching, training, and managing all inside team members, as well as maintaining and handling all assets within all branches. Travel to Kelowna as required.

**Responsibilities**

**Operations**

  • Planning, developing, and implementing methods and procedures to improve operations, working conditions, and enhancing local operational efficiency.
  • Participate and conduct root cause analysis when required and ensure corrective actions originating from incidents are implemented in a timely fashion.
  • Making appropriate recommendations and adjustments to current work processes by analyzing warehouse, inside sales, showroom activity and employee performance, and any potential customer concerns.
  • Establish and manage branch operations’ plan, budget and weekly mandates and team capacity reviews by overseeing operating expenses and making recommendations to improve operational costs.
  • Develop and implement cost-effective operating methods and procedures designed to eliminate operating problems and improve service quality.
  • Ensuring that goals and deadlines are met and that projects are led in compliance with the company’s policies and procedures.
  • Understand our place withinthe market, the impact of competition and monitor competitor changes, product, and operations.
  • Monitor and maintain inventory with mínimal discrepancies while partnering with the Warehouse Manager.
  • Oversee office and warehouse equipment maintenance, monitoring, calibration, and repair, as well as replacement and replenishment of supplies, when necessary.
  • Responsible for lease/premises management including new branch locations, and relocation of branches.
  • Manage key operations' vendors for building maintenance, regional shipping & logistics, office supplies and other service agencies.

**Customer Service**

  • Ensure showrooms in the Region are managed and function appropriately to respond to the needs of the customer.
  • Monitor inside sales service levels, quotations, and escalation resolution to ensure customer expectations are met or exceeded.
  • Review customer orders to ensure inventory levels are appropriate to service the client.
  • Manage customer return processes and sales adherence to internal policies.
  • Ensure that Branch and appropriate teams achieve and maintain budgeted sales & customer service targets.
  • Resolve escalated customer issues.

**Safety/ Policies**

  • Ensure adherence to the company’s policies, procedures, and government regulations (Federal and/or Provincial).
  • Drive, develop and ensure a safety culture for all employees by managing safety initiatives led by the Health and Safety Committee.
  • Partner with the Warehouse Manager to ensure that all necessary staff training certifications are up to date (ie. health & safety, reach trucks, etc.)

**Leadership**

  • Create a positive, productive, respectful, and aligned work environment amongst all Branch staff, with clear, regular briefings, and two-way communication to ensure expectations and priorities are understood and adjusted.
  • Lead and motivate teams and demonstrate a “hands-on” approach in identifying and responding to issues in a timely manner.
  • Conduct regular formal employee reviews and informal feedback discussions for all staff.
  • Responsible for understanding root cause of performance gaps and partner with HR Manager to develop action plans to address issues.
  • Appraise performance, reward/ discipline employees, and address complaints.
  • Oversee and monitor training of employees, while providing guidance and supervision.
  • Identify training needs and developmental plans; promote a cross-training culture within the Branches to ensure all staff have achieved acceptable levels of skills development.
  • Be readily available to assist on phones, in the warehouse or in the showroom if short-staffed.

**Qualifications**

  • Minimum 5 years leadership and management experience in distribution
  • Preferred 3+ years in an operations role
  • Valid driver’s license
  • Strong computer, organization, prioritization, and multi-tasking skills are required.
  • Excellent written and verbal communication skills with the ability to communicate with all levels of the organization in a clear manner.
  • High standards in level of moral judgment for handling of confidentiality to handle sensitive information.
  • Must have excellent problem solving and customer service skills.
  • Ex