Shared Services Operations Supervisor

About RS Group

Across the industrial design, manufacturing and maintenance worlds, we’re the digital destination for product and service solutions to help our customers with the maintenance, repair and operation of their businesses.

We provide global access to an unrivalled range of over 750,000 stocked industrial products. Each day our team of experts deliver solutions to resolve our customer’s challenges across design, procurement, inventory and maintenance. We consistently strive to deliver the best possible service to all of our customers and challenge ourselves to provide a seamless procurement experience.

We are one team. We deliver brilliantly. We do the right thing. We make every day better.

These are our values. They unite our c.9,000 global colleagues and differentiate us from our competition. They are a mix of how we work today and how we must step up for the future. Most importantly, it is one set of values shaped by our people, for our people.

Together, we can make great things happen. Aim for amazing and beyond.

Join our dynamic team dedicated to delivering high-quality solutions and exceptional customer service.

About the role

Role Purpose

The Operations Supervisor is responsible for site support during establishment of a center of excellence. Key focuses of this role are to facilitate provisioning of supplies and equipment, foster healthy relationships with other departments, and organize training and lead with ongoing support of the center’s employees. They should drive continuous improvement and delivery of a high-quality customer experience. The role will grow with the site, organizing training, and then move into reporting and QA leadership.

Essential Duties & Responsibilities:

• Ability to self-start, solve problems independently, and manage multiple ongoing tasks.
• Motivate employees and maintain a high level of morale.
• Partner with stakeholders to prepare site and employees for success, facilitation of training, and maintenance of project timelines and goals.
• The role will serve as the main point of contact on-site. Ability to engage stakeholders at all levels and partner across team/department to achieve success is key.
• This role supports a key strategic initiative and will maintain accountability for delivery of related goals benefitting the business.
• Identify areas for personal and career development among staff working to improve individual capabilities through coaching, development, and training.
• Follow, train and promote all company policies and procedures to employees.
• Monitor performance to ensure that established goals and objectives are met. Lead in establishing and maintaining quality programs and upholding productivity SLAs.
• Build relationships with corporate personnel.
• Partner with recruiting team to identify and onboard talented individuals.
• Devise and implement team building strategies.
• Ensure that customer orders are processed correctly and timely.
• Ensure that all customer requests are handled with accurately and timely.
• Develop and use metrics to monitor and improve performance. 
• Work in partnership with other department management to ensure a positive customer experience.
• Have regular communications with employees to review information relating to customers, markets, competitors, and our supplier partners.
• Present a professional image at all times.
• Model excellent customer service both to internal customers and external.
• Leverages knowledge of systems and cross-functional processes to deliver continuous improvement and efficiencies for the purpose of enhancing employee productivity, customer experience, and/or Allied profitability.
• Embeds RS Americas culture and vision throughout the staff by engaging across the business to support the growth of RS and the staff members individually.
• Supports RS Group Health & Safety initiatives by promoting safe operating practices while being pro-active in tasks and communications that help reduce safety risks.

In all tasks, Operations Supervisor must follow strict company procedures and report their progress to their supervisor in their department. Operations Supervisors also assist with business development tasks as needed and participate in company meetings, sharing their ideas to improve the current business model and increase profitability. They also ensure that team members are clear about their target focuses to add value to the business. Operations Suoervisors will typically have a market or functional focus within the company.

Education and/or Experience:

Preferred four year degree in Business or related field. Experience in electronic distribution experience preferred. Previous management experience preferred.

Essential Qualifications, Knowledge, Abilities and Skills:

• Experience of working cross-functionally and collaborating effectively with colleagues to get things done
• Strong written/verbal communication skills
• High attention to detail
• Highly organized and able to multi-task and prioritize own workloads
• Experience leading in hybrid/remote work environments
• Fluency in English and Spanish
• Possesses strong analytical and effective problem-solving skills.
• Is dedicated to customer service and meeting the expectations and requirements of internal and external customers.
• Can be counted on to drive for results consistently and is bottom lined focused.
• Set priorities by quickly being able to zero in on the critical issues.
• Working knowledge of SAP.
• People development and inspiration skills.
• Reporting ability, comfort with KPI support and metrics analysis.
• Team Collaboration.
• De-escalation management.

Preferred Qualifications:

• Experience with establishing new customer service centers and shared services teams and/or experience with migration of tasks and duties from one center to another
• Experience with quality program leadership