Service Administrative Supervisor

Service Administrative Supervisor

Raymond West is looking for a dynamic Service Administrative Supervisor to join our team! The Service Administrative Supervisor monitors day-to-day field service dispatch and processing operations emphasizing customer service, accuracy, and profitability along with daily processing responsibilities.

Raymond West is committed to providing our customers with end-to-end warehouse solutions. We bring you our industry-leading expertise in lift trucks, racking, conveyor, dock and door, rentals, parts, and service. Our customers trust us to provide the right supply chain solutions and services to keep their business up and running.

Primary duties and responsibilities will vary with the specific position. Typical responsibilities are listed below. This list is not inclusive.

• Oversee day-to-day service administrative operations.
• Establish processor daily and weekly work order closing goals and ensure KPI's are consistently met.
• Monitor and report on daily WIP, revenue tracking and aging work order reports.
• Adjust processors' job assignments based on department revenue goals.
• Provide processing folder progress throughout the month and advise on aging and/or ongoing issues; escalate pertinent issues timely.
• Process specialized or complex work orders accurately and efficiently including dealer-to-dealer invoicing and creating and receiving vendor PO's.
• Ensure National Account and Warranty work orders are closed in compliance with specific policies and procedures and communicate account updates timely.
• Audit National Account and Warranty claims returns, oversee corrections and resubmissions and report deficiencies to manager.
• Ensure new National Account customers are set up timely and communicate invoicing requirements and account information to appropriate service admin associates.
• Ensure customer billing issues are resolved timely, including interdepartmental billing.
• Set service administrative staff schedules and assign and/or authorize overtime based on business needs.
• Work with different managers and departments to ensure parts and labor are correct on work orders and minimize or reduce work order defects.
• Work with credit department manager and ensure work orders pending POs are resolved timely while prioritizing aging work orders.
• Work with sales account representatives and managers to ensure service agreements are complete and escalate defects when appropriate.
• Ensure Contract Coordinators process service agreements timely and maintain service reporting accurately.
• Create monthly financial and performance reporting for the department.
• Oversee ADP Timecard compliance.
• Conduct and oversee annual performance reviews for service administrative staff under supervision of Service Administrative Manager.
• Ensure service administrative staff follows Company policies and procedures, code of conduct and EHS Safety compliance.
• Conduct employee development and disciplinary action, if required.
• Oversee Dispatch response time and IDA compliance.
• Oversee Dispatch IVR and portal customer compliance.
• Supervisor Service Administrative Lead(s).
• Strategize and communicate with Manager to improve processes and reduce administrative task deficiencies.
• Special projects as assigned.

• Excellent written and verbal communication skills
• Excellent organizational time management skills
• Proficient in Microsoft Office Suite and similar software
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
• Ability to speak effectively before groups of customers or employees of the organization.
• Must be able to maintain effective working relationships with employees, Co-workers, and Managers in other departments.
• Must be willing to work off-hours as specific needs dictate and willing to assume more responsibility as required.
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret and make sound business decisions in the absence of orders/instructions and in compliance with department goals and company values.
• Able…