The Operations Manager provides strong leadership of the operational functions ensuring that the Service Center has the capacity, efficiency, and cost-to-serve characteristics necessary to meet Summit’s business objectives and the demands of Summit’s customers.  Doing so supports Summit’s business imperative of pursuing profitable growth in every market we serve.  This role will give direction to branch operational functions including Customer Service Representatives (inside sales), Counter Sales Associates, and Administrative Associates.  A key responsibility for the Operations Manager is to support the sales team by aligning resources to support sales growth and key initiatives.  Authority is given to use good judgment in order to “make it right” with specific customer orders, to ensure extraordinary customer service is delivered, and to maintain Summit service standards.  
Principal Accountabilities: (essential job functions)Coordination and SupervisionProvide overall leadership for Service Center Operations.  Lead by example to instill Summit mission and values. Work closely with Solution Center leadership to ensure customer expectations are met. Provide training, coaching, and accountability for associate performance to achieve overall operational effectiveness.Coordinate team and individual metrics setting in alignment with Summit’s overall business objectives, operational initiatives, and the market sales plan and budget. Communicate effectively and frequently with all direct reports regarding goals, expectations and other work-related issues. Create motivational programs to support gains in key performance metrics.  
FinancialReview financial data and reporting related to key metrics including sales activity, customer contact and follow-up frequency, quoting activity, gross margin, pricing, inventory, overstock and dead stock, turns, and customer satisfaction data (NPS) making recommendations in line with driving sales performance, reducing cost-to-serve, and maximizing gross margin.Determine actions necessary to optimize inventory in a way that corresponds to market conditions and sales forecasts.Oversee budget management related to local operational activities including headcount, company assets, maintenance and repair, and third party contracts.Identify and implement expense reductions where appropriate. Coordinate with Operations team on facility and equipment maintenance/repairs, upgrades.  Ensure cost saving activities are in place for office expenses.
Best PracticesImprove processes and policies in support of organization goals.  Formulate and implement departmental policies and procedures to maximize efficiency and output.  Identify and deliver process and productivity improvements through enthusiastic leadership of quality programs such as Lean and 5S.Emphasis should be on leveraging operational functions in innovative and creative ways that provide measurable value to customers.
Human ResourcesParticipate in hiring, training, disciplining, rewarding and terminating team members.  Coordinate associate development in key developmental areas including sales skills, product knowledge, systems proficiency, and understanding of and compliance with Summit Way processes and procedures.Prepare for future growth through robust participation in Summit’s succession planning process. Sales, Marketing, and Customer ServiceWork with local sales leadership to establish market and customer strategies that drive profitable share growth and participate in sales presentations of Summit’s operational capabilities to key customers.  Ensure timely and accurate information in response to customer requirements, challenges, issues, and information requests.  Resolve customer concerns as efficiently and effectively as possible.     
Strategic InputBased on analysis of performance metrics, give input on capital spending decisions related to operational and supply chain optimization.  Make recommendations to leverage operational functions in innovative and creative ways that create competitive advantages and provide additional revenue streams for Summit.