Site Lead (Project Management)
Stellar is seeking an experience leader to lead our customer experience team in Eagan, Minnesota. The Stellar Site Lead is accountable for all day-to-day Stellar operations at the branch and reports directly to the Regional VP of Customer Experience. The Site Lead will work with integrity in close partnership with other Stellar management, Stellar sales, and onsite customer representatives, while providing leadership, a motivational atmosphere and passion for the site team. The Site Lead shall act in accordance with our company mission, vision, and values, using all available company resources, to meet the customer requirements and site budgetary commitments.
Major responsibilities and expectations of the Stellar Site Lead:
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Customer advocacy and commitment:
- Working with all Stellar resources available, the Site Lead will meet or exceed customer expectations consistently, adapting to changes as necessary.
- They will ensure that customer service is prompt, professional, and courteous.
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Customer service and CSR responsibilities:
- Address customers in a professional, courteous manner with a positive attitude and active listening
- Source Items accurately and quickly, steering towards Stellar's preferred supplier base wherever possible
- Accurately and efficiently enter quotes, orders, and returns into the ERP system (Prophet 21) while meeting or exceeding service level agreements and customer requirements
- Work with all information sources to accurately and quickly source what our customers need, communicating internally and externally as needed
- Understand Stellar supplier partnerships and how to best engage to locate information and service customers
- Follow established CSR, Warehouse, Solutions, and Quality processes for ensuring a quality Stellar Customer Experience and positive Customer Experience metric results
- Expedite all service requests with urgency and accuracy to meet or exceed customer expectations
- Work and collaborate effectively as part of your branch or Regional Customer Experience team, including Commercial and Specialist support individuals
- Communicate effectively and establish professional relationships with all Stellar stakeholders and associates
- Engage in continual learning of all Stellar service and product offerings
- Attend scheduled training sessions on product or process-related content as necessary
- Understand and adhere to company policies and procedures
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Stellar Site inventory:
- The Site Lead shall be responsible for the integrity of the Stellar site inventory as well as any customer-owned and Stellar-managed inventory, ensuring that proper procedures are followed to maximize inventory accuracy, turns, and service level by following all inventory processes and AS9120 requirements.
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The Customer Experience Site Leader shall communicate regularly and effectively with Product Management regarding all aspects of inventory control and demand:
- Customer inventory requirements
- Supplier quality and issues
- Overstock on site
- Stock-outs on site
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Sales and Supplier Relations:
- The Site Lead will develop effective communication between the customer, the commercial team, Site Support, and Warehouse personnel.
- The Site Lead will represent Stellar to our supplier partners with integrity and support and will communicate effectively with supplier partners and their representatives.
- The Site Lead will stay current with regards to new products, promotions, supplier changes, and other matters related to Stellar supplier partners.
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Manage, supervise, train, and provide leadership for all onsite CSR/Site Support and Warehouse staff, including:
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Lead, develop, and train the Stellar site staff to ensure that:
- Each employee understands the Stellar mission, Vision, Values, and fundamentals and acts with integrity and a sense of common purpose towards the site and company goals and communicates as an effective team.
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Site, department, and company core functions are known to all Stellar site employees and are performed diligently to achieve positive results and are reported on regularly, including:
- Customer/site-specific inventory solution procedures
- Core function procedures and those related to Stellar Quality Objectives and AS9120 KPI's
- The entire Stellar site facility is kept clean, organized, safe, and efficient.
- In conjunction with Customer Experience management and HR, conduct regular performance reviews of CSR and Warehouse staff, evaluating everyone's performance for the relevant quarter and laying out specific, clear goals for the upcoming quarter.
- In conjunction with Customer Experience management and HR, the Site Lead will hire, train, and if necessary, terminate, for cause, CSR and Warehouse staff.
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Lead, develop, and train the Stellar site staff to ensure that:
Position Requirements:
The requirements listed below are representative of the knowledge, skills, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
Education: High School Diploma or equivalent
Experience: At least 2 years of experience managing a team.
Skills and Abilities: Technical skills and soft skills that are needed to be successful in this position.
- Strong leadership and supervisory skills
- Strong organization, prioritizing abilities with attention to detail
- Proficient in MS Office, specifically Outlook and Excel
- Ability to connect positively with team members
- Self-motivation and the ability to work independently are essential
Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job.
- Light to moderate physical effort that includes frequent standing or walking or maintaining arms and hands in the same position for repetitive tasks. Frequently works with light objects and light hand tools.
Work Environment:
- Marginal to moderate hazards that are typically predictable or well-protected against.
