Job Category:Customer Service & Contact Center OperationsSchedule:Full timeJob Description:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

Maintaining compliance to Arbon Quality Business Processes as they pertain to administrative procedures, and escalating issues that relate to other areas to the appropriate manager for resolution.

Working with the Operations Manager, develops performance metrics for the department and monitors performance of assigned staff, taking action to correct performance shortfalls in a timely and professional manner.

Monitors workflow of orders in the Service System daily, working with staff to alleviate bottlenecks and ensure timely completion of service orders.

Addressing scheduling conflicts to ensure satisfactory resolution. This includes managing the PMP backlog in a district zone and taking necessary action to ensure the backlog does not age to an unacceptable level. This is accomplished through performing periodic audits of orders, invoices, order status, PMP reports, etc. to ensure accuracy and identify needed corrective action.

Review daily scheduling ensuring resources are being used effectively and, as necessary, escalating issues to the Service Managers or VPGM. As scheduling conflicts occur, work with sales, service and customer personnel to ensure satisfactory resolution. This includes managing the PMP backlog in all district zones.

Monitors collections status and takes the lead in resolving district collection issues. This includes effectively interfacing with customers and Sales to ascertain and document billing procedures to ensure timely payment of Arbon invoices. Takes the lead in working with major customers who have specific and unique work order processing and invoicing requirements that are to be understood and executed correctly to ensure timely payment, training personnel on these processes and ensuring they are carried out properly.

This position is responsible for serving as the subject matter expert and first level support for district Technical Services Coordinators and Service Technicians for service system mobile devices, software, and JDE Service System Application. This includes issues such as connectivity, passwords, hardware malfunctions, and basic software problems. Escalates issues as needed to corporate IT or vendor technical support. In addition, this position maintains a general understanding of service and installation coordination activities to facilitate providing this support.

This position maintains service system address book information, including setting up new customers in the system and maintaining customer information in the system over time. This is to be done with strict adherence to procedures to ensure accuracy of the information, the ability of various systems to communicate properly with each other. In addition to accuracy, timely creation and entry of records is crucial to ensure Arbon's ability to service customers in an efficient and effective manner.

This position serves as the district captain for resolving problems with the service systems and for effective implementation of future programming changes.

Review, approve, code and process vendor invoices for accuracy and properly enter into the system for payment, flagging invoices for General Manager review as appropriate.

This position serves as the district's focal point for payroll. This includes gathering and reviewing weekly timecard reporting from hourly employees, escalating any problem areas to the appropriate manager, and generating the reports used by Corporate to process payroll. Monitors overtime and notifies the appropriate manager in cases of excessive overtime. Also serves as the main corporate contact for the Wellness program.

Provides daily oversight of th