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LEAD FLEET OPERATIONS COORDINATOR

Company: Beacon Roofing Supply
Location: Anaheim
Posted on: January 9, 2021

Job Description:

Job purpose

  • The Lead Logistics Systems Administrator is responsible for delivering timely and accurate response and resolution for field users within our centralized ticketing system. The role requires that all current practices and procedures while conducting ticket resolution are maintained and executed as outlined.
  • As knowledge of systems and skills progress, the Lead Logistics Systems Administrator will oversee daily activity of the administrative team, managing on call schedules and capable of backfilling support in areas of deficiency or in cases where project implementation increases the number of support requests in the field.
  • This role may require travel for training purposes on occasion and when safely able to proceed, travel up to 10%Duties and responsibilities
    • Respond to tickets submitted in centralized ticketing system
    • Document and maintain changes to all procedures in Administrative Playbook
    • Responsible for the documentation and updating of all procedures and processes of the administrative team
    • Assist in the management of the Driver After Hours Emergency Only line.As Knowledge of Systems and Procedures Progress:
      • Assist management in creating balanced work schedules with regard to PTO and overtime requests.
      • Ensure adequate cross training of administrative team
      • Serve as escalation point for any tickets requiring a tier 2 level of attention
        • Collect all open tickets requiring vendor attention and communicating needs to vendor as needed
        • Cross train administrative team on new or revised processes
        • On occasion, obtain feedback from field regarding customer service
        • Present ticket metrics on manager callsReporting
          • Ensure all weekly/monthly processes and reports are achieved and distributed on time
          • Field ticket resolution met daily/weekly/monthlyQualifications
            • Strong organizational and time management skills
            • Must demonstrate an ability to work independently and from home
            • Must have strong customer service skills and proper oral and written etiquette skills
            • Ability to effectively communicate with all levels of employees
            • Computer skills (Excel, Word, Powerpoint)
            • Demonstrates an ability to develop good relationships with internal customers
            • Must have flexible working hours to meet ticket resolution times for the field and on occasion address emergency issues from the field.
            • Must be willing to backfill other administrators on team as needed.
            • Proven track record of customer service experience 5+ years recommended
            • Previous team leader experience preferred
            • Bachelors degree in Business Administration preferred but not requiredBEACON IS AN EQUAL OPPORTUNITY EMPLOYER

Keywords: Beacon Roofing Supply, Anaheim , LEAD FLEET OPERATIONS COORDINATOR, Professions , Anaheim, California

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