Routing Office Lead (Raleigh, NC) Job Listing at Sears Logistics Services, Inc. in Raleigh, North Carolina (Job ID 126021BR)
Sears, Roebuck and Co., a member of the Sears Holdings Corporation (NASDAQ: SHLD) family of companies, is a leading broadline retailer providing merchandise and related services. Sears, Roebuck offers its wide range of home merchandise, apparel and automotive products and services through more than 2,700 Sears-branded and affiliated stores in the United States and Canada, which includes over 890 full-line and more than 1,350 specialty stores in the U.S. Sears, Roebuck also offers a variety of merchandise and services through sears.com, landsend.com, and specialty catalogs. Sears, Roebuck offers consumers leading proprietary brands including Kenmore, Craftsman, DieHard and Lands' End -- among the most trusted and preferred brands in the U.S. Sears, Roebuck is the 2011 ENERGY STAR® Retail Partner of the Year. The company is the nation's largest provider of home services, with more than 11 million service calls made annually.
Job Summary: The Routing Office Lead is responsible for supporting the Routing Center management team through audit, process and procedure compliance and administrative assistance. The Office Lead is responsible for assisting the Unit Manager in analyzing routing center business performance indicators and recommending and implementing solutions to drive improved performance. The Office Lead is the key associate relied upon by the service unit to handle all operational issues including payroll planning, facility support, training, and compliance and will serve as the unit leader in the absence of a salaried manager.
Job Duties/Responsibilities: • Supports the routing center in executing business requirements, ensures consistent operational execution of business processes and priorities, communicates expectations, and redistributes unit work load as necessary. Mentors and trains, and holds indirect reports accountable on achieving center business goals and metrics. • Leads and works with the team of routing associates who answer incoming telephone calls and electronic messages from customers, technicians and business partners, make outbound calls, and profiles technicians; intervenes where necessary to ensure customer satisfaction and profitability. • Oversees the Center safety committee and manages general facility operations and assets. Provides on-going leadership with center staff regarding Quality Management System (QMS), safety and regulatory issues as well as asset management. • Responsible for maintaining monthly support payroll planners, ensuring execution at the routing center • Works directly with internal facility management group and external vendors to ensure building and assets meet functional and safety standards • Manages and audits the units P&L for communication, supply ordering, travel and recognition • Performs other duties as assigned
A comprehensive and competitive benefit program is designed to meet the needs of our associates and their families. Benefits eligibility depends on employment classification, location, and other variables. Benefits offered include:
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