Service Center Operation Manager

Manage overall service operations and is responsible for all Service operation tasks. Enhance the operational procedure, systems and principles in the area of work flow and management. Carry out supervisory responsibilities in accordance with company's policies and applicable laws.
Responsibilities may include interviewing, selection and hiring; training new and existing employees; planning, assigning and directing work; authoring and discussing with employees performance appraisals; addressing employee performance and corrective action plans; employee motivation and rewards. Organizing the budget of the company in collaboration with the director.
Responsibilities:
Operation management:
• Develop operations systems by determining order & product handling and requirements;
• Develop, implement, enforce and evaluate policies and procedures; develop processes for receiving/delivering product, equipment/resource utilization, inventory management and shipping
• Contribute operations information and recommendations to strategic plans and reviews; prepare and complete action plans; implement productivity, quality and service standards; resolve problems; complete audits; identify trends
• Manage relationships with key operations vendors
• Track vendor pricing, rebates and service levels
• Analyze process workflow, employee, working shift time and over time to make sure all required tasks be completed within target timeline & KPI.
• Forecast requirements; prepare a quarterly budget; schedule expenditures; analyze variances; initiating corrective actions
• Store & manage all required documents related to daily tasks
Service Management:
• Manage & Monitor order handling procedures from both service center & home delivery center; ensure correct products are delivering to the right address, within timeline and maintaining product quality during delivering process.
• Minimize backlogs
• Maximize service standard & effectiveness of task handling
• Perform quick & accurate problem solving to reach customer's need to improve customer experience, including resolving problems and complaints
• Owns administration for attendance, security and janitorial services
Warehouse Supervision:
• Tracking incoming/delivering products of all warehouses
• Ensures that the daily/weekly/monthly inventory counting is in place based on SKUs classification/ranking
• Monitor Warehouse & Courier performance against delivery, cost and quality KPI's
• Ensure FIFO/FEFO standard is in place and followed
• Communicate any issues related to inventory, SKUs status, promotional activities and product within 3-6 months from expiry date to Manager
• Ensures Transportation and Warehouse Conditions are in compliance with temperature/humidity and GMP Standards
• Ensure that obsolete/damaged product are scrapped after approval from Operations Leader and Novosibirsk
• Plans inventory replenishment to ensure stock of inventory
• Conduct stock take when required
• Generate inventory reports
Customer Service Supervision:
• Work together with CS supervisor to make sure CS team is correctly following the procedure
• Track customer complaint resolution
• Handle complex and escalated customer service issues
• Monitor accuracy of reporting and data base information
People management:
• Recruit, select, train, assign, schedule, coach, counsel and discipline employees
• Owns the code of conduct/behavior standards compliance by our employees towards our clients including proper dress code by our front desk employees.
• Communicate job expectations; planning, monitoring, appraising and reviewing job contributions
• Plan and review compensation actions; enforcing policies and procedures.
• Maintain safe and healthy work environment by establishing, following and enforcing standards and procedures; complying with legal regulations
Administration Supervision:
• Controls stationery and office supplies, coordinate with budget owner.
• Manage office security & cleaning staffs.
• Manage office working hour standard & staff working manner.
• Work with building manager & local authorities when necessary.