FSL Manager

• Ensure Forward Stocking Locations comply with contractual agreements
• Maintain signed agreements, contracts, and insurance for associated FSLs
• Ensure FSLs receive and stock inventory in a timely manner
• Train and certify FSLs on processes; deliver training and update standards and policies
• Conduct scheduled on-site field inspections and Service Center evaluations
• Rate service providers based on performance and behaviors supporting same-day delivery
• Develop processes for reliable, timely, and consistent high-quality customer service
• Identify and track potentially lost shipments
• Investigate shrink, report findings, and charge FSLs accordingly
• Manage RMA, purge, and cycle count processes with FSLs
• Track in-stock percentage and committed versus available inventory; investigate and resolve service bench issues
• Manage parts and inventory compliance and monitor reports for proper inventory controls
• Control costs to minimize service expense in additional authorizations without sacrificing customer service
• Resolve escalations originating from or related to FSLs
• Analyze business needs and build action plans
• Represent Asurion professionally to external entities and collaborate cross-functionally with internal departments
• Identify opportunities to minimize cost to serve and ensure provider compliance with client contractual, legal, and risk obligations
• Account for team performance and promote a customer-first mindset
• Perform other duties as assigned

• Business or related College degree
• 5 years minimum experience in service management, or technical experience
• Proven track record in cost reduction, quality management, and customer service
• Previous experience in vendor relations
• Previous department/team management experience
• Previous management experience at a Service Center level
• Exceptional analytical ability
• Strong leadership qualities and ability to develop and execute programs quickly
• Ability to travel and participate in presentations
• Ability to handle multiple tasks and react quickly to changes in the service industry
• Ability to work with internal and external parties
• Microsoft Office skills, including Word and Excel
• Active listening and strong verbal and non-verbal communication
• Effective problem-solving and ability to work through ambiguity
• Time management and self-direction
• Business acumen and stakeholder relationship management
• Ability to lead change, coach, delegate, and drive continuous improvement
• Weekend shifts required once per month
• On-site visits to FSL locations required on a scheduled basis and unscheduled in emergencies (15–20%)
• Ability to sit and work at a computer for 4–8 hours per day and perform the listed physical tasks

Demonstrates strong leadership and analytical skills to manage Forward Stocking Locations effectively, ensuring compliance with contractual agreements and delivering high-quality customer service. Proven ability to develop processes for cost reduction and continuous improvement while managing vendor relations and team performance.

• Service Management Experience
• Cost Reduction Expertise
• Vendor Relations Management
• Leadership and Team Management
• Analytical Problem-Solving

• Inventory Management
• Quality Management
• Process Development
• Customer Service
• Data Analysis
• Contract Management
• RMA Management
• Cycle Count Processes
• Performance Evaluation
• Service Center Management

• Effective Communication
• Time Management
• Active Listening
• Problem-Solving
• Self-Direction

• Forward Stocking Locations
• Service Industry
• Stakeholder Relationship Management
• Customer-First Mindset
• Compliance

• Microsoft Office
• Excel
• Word