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Production Facility Assistant General Manager - Elgin, IL

Position
Summary:
The Assistant General Manager - COA is accountable for meeting and exceeding all Customer Service and Order Processing Metrics.
Working with the General Manager, the Assistant General Manager's primary responsibility is to manage the execution of the production and quality control process, target P&L opportunities and execute profit and process improvement plans.
The Assistant General Manager ensures that the team is meeting/exceeding customer service standards for all customers.
Customer Service - Order Processing:
Oversees processing, order entry, and order transfer of all orders flowing through Digital Production Network Oversee testing and approval or all items being implemented for online ordering Phones must be attended and answered at all times.
Insure that all members of the COA team are answering standard questions consistently and professionally Ensure all policies and procedures are being followed 100% of the time.
Ensure the production center is clean and organized, and safety precautions are followed Comply with Staples dress code requirements Identify system challenges, document, and seek out resolution or alternative solution Increase order processing and call handling efficiency by driving improvements in this area People Leadership:
Ensure effective scheduling of labor and payroll to achieve budget Involved in hiring new Production Associates.
Continually assess and develops team.
Deliver annual performance appraisals Model, observe and coach the customer service team Use HR Express to track compliance of all required training as indicated on the L&D Curriculum and schedule any needed training with associates.
Facilitate any required training curriculum Asses training level of all customer service associates.
Maintain cross training plan and documentation for each associate Implement and maintain structured Customer Service training program Customer Service and Sales:
Partner with General Manager, sales and ops team to identify opportunities and implement programs to improve sales and margin performance; maintain highest levels of customer satisfaction Identify Staples AM's & top Customers.
Develop proactive contact plans for building relationships, soliciting feedback, and identifying new opportunities Financial Management:
Work with General Manager to set plans to improve the P&L, develop and implement sales/margin and customer service related programs and/or initiatives facilitates team discussion on current state and objectives to improve performance Meet with the operations and sales team set goals and implement plans to increase sales and customer service levels Qualifications Basic Qualifications:
Basic computer skills Prior experience as a Customer Service Manager, or similar, where you were managing a group of more than 15 people Supervisory experience Preferred Skills:
Experience working in a print production environment a plus Experience in operating a 24 hour service or call center environment Bachelors degree

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