Supervisor, Fabrication Projects

POSITION SUMMARY

Serves as the primary point of contact for managing assigned customer quotes and orders from initiation through completion. Coordinates with internal departments, customers, and other external contacts as needed to ensure all aspects of each customer project are completed accurately, efficiently, and in accordance with customer requirements and company expectations.

CUSTOMER MANAGEMENT RESPONSIBILITIES

• Manage complex customer orders from start to finish, including open orders, quotes, returns, claims, pricing discrepancies, expedited purchases and orders, loose material substitutions, and other order-related issues through final resolution and completion.
• Manage all aspects of developing customer quotes, including loose material, stocklisting, fabrication, and related requirements.
• Determine margins, freight costs, pipe costs, and other financial components that directly impact branch profitability in accordance with established pricing strategies.
• Manage daily production meetings, including developing the Load Schedule and reviewing open backorders, expected receipts, and truck schedules with other facility managers.
• Negotiate pricing and material deadlines as necessary to support customer and business requirements.
• Schedule product shipments based on customer requirements while considering associated costs to the branch.
• Manage all activities associated with establishing and maintaining customer contract pricing.
• Serve as the primary branch contact for customers as assigned by the supervisor.
• Follow up on lost quotes and assist Customer Service Representatives with resolving daily customer, order, and departmental issues.
• Manage complex customer problem resolution and respond to customer inquiries and orders when Customer Service Representatives are unavailable.
• Identify and report process strengths and deficiencies that may impact customer service levels or company profitability.
• Gather, analyze, and report information to the Branch or Regional Operations Manager and others as assigned by the supervisor.

SUPERVISORY RESPONSIBILITIES

• Supervise administrative and/or Customer Service Representatives within the branch and provide the tools and support necessary to deliver the highest level of customer service possible.
• Schedule workloads, monitor time and attendance, and determine overtime requirements for direct reports based on business needs.
• Ensure direct reports follow all company policies and procedures.
• Communicate company directives related to improving service levels by conducting meetings with Customer Service Representatives and other appropriate personnel.
• Measure and evaluate the performance of direct reports using metrics and criteria established by management and work with employees to improve individual performance.
• Provide exemplary leadership by creating an environment that motivates employees, supports positive morale, and demonstrates a professional, service-oriented philosophy.
• Perform the duties of the Operations Manager in their absence as those duties directly relate to customer service.

EXPERIENCE & QUALIFICATIONS

• Minimum two-year degree in a technical field or 4–5 years of previous industry experience required.
• Minimum 2 years of project management experience required.
• Minimum 2 years of experience in a customer service/order entry role required.
• Experience with JDE, Hydralist, and other Viking systems preferred.
• Fabrication listing experience preferred.
• Minimum 1 year of experience as a supervisor or manager preferred.