7950 Haskell Ave
Van Nuys, CA 91406, USA
Description
- Actively lead market level performance through key metrics, quality, individual skill levels, and culture.
- Manage all inventory, returns, and dealer inventory in the market (Drop boxes, vans, and in shop locations).
- Work collaboratively with the market sales team to generate, close, and follow up on market sales leads.
- Manage all market account receivables including check, credit card processing, and other forms of payment taken in the field.
- Ensure staff is current on AGSC, DOW, and other appropriate training systems.
- Manage and hold all staff accountable for performance through scorecards.
- Ensure customer satisfaction by coaching staff and resolving customer concerns as required.
- Manage the daily scheduler to ensure all customer jobs are completed timely.
- Ensure customer/tech communications with 9 am ETA calls and follow-up calls prior to in-route status.
- Process and report payroll timely and accurately.
- Process and report all monthly reports accurately and timely.
- Process performance and coaching reviews as necessary and required by Ultimate.
- Build and maintain an employee recognition process to drive hard work.
- Recruit, interview, and hire new staff as required.
- Train new hires regarding company policy, procedures, and SOPs.
- Process all new hire paperwork and documents timely and accurately.
- Promote safe/clean working conditions and well-stocked vans with mobile fleet and respective shop areas.
- Ensure proper usage of market fleet, fleet maintenance, and fuel card usage.
- Enforce all company policies and standard operating procedures. Document and report situations and coach employees when these policies and SOPs are not met to director and HR.
- Build action plans and follow-up timelines for any incidents, performance issues, or other non-compliance of company policies.
- Report and thoroughly document any accidents or events related to customers or employees timely to Director and HR.
- Ensure employees maintain and use proper Personal Protective Equipment (PPE) and related safety equipment.
- Participate in external marketing and team-building activities as requested.
- Manage vendor performance respective to run fulfillment, returns performance, communication, etc.
- Evaluate monthly financials to review market financial performance including profit $ to plan, profit % to plan, return rate, return $ cost, labor margin, parts margin, misc. margin, etc.
- Manage all employee regular/overtime and commission pay to ensure labor margins remain at goal.
- Work collaboratively with the call center to ensure market profitability to plan.
- Monthly review of monthly selling expenses including fuel cost, shop supplies, small tools, etc. for accuracy.
- Perform market surveys on competitors to ensure competitiveness.
SKILLS/REQUIREMENTS
- Minimum of five years Autoglass experience / auto body management experience REQUIRED.
- The hours for this role may vary daily depending on workload. You must have flexibility to work as needed.
- Proven leadership and track record of employee development.
- Ability to read and understand financial (P&L) statements required.
- AGSC Master Certification and DOW certification preferred.
- Ability to travel up to 25%.
- Must have a valid driver’s license and be eligible for insurance coverage.
- Working knowledge of Auto Glass Point of Sales system and TEAMS management system.
- Advanced skills in Microsoft Office, including Word, Excel, Outlook, and PPT.
- Ability to read and interpret documents such as repair procedures, safety rules, operating and maintenance instructions, and procedure manuals.
- Ability to write routine reports and correspondence.
- Ability to speak effectively before groups of customers or employees of the organization.
- Ability to work beyond normal business hours to ensure all job description responsibilities are met timely and accurately.
BEHAVIORS/COMPETENCIES
- Integrity
- Respect and accountability at every level and every interaction.
- Customer Service
- Provide the highest level of customer service while building customer satisfaction and retention.
- Develops and displays innovative approaches and ideas to our business.
- Teamwork
- Contributes to building a positive team spirit.
- Supports everyone’s efforts to succeed.
PHYSICAL DEMANDS & WORK ENVIRONMENT
- Frequently required to stand.
- Frequently required to walk.
- Occasionally required to sit.
- Frequently required to use hands and fingers.
- Frequently required to climb, balance, bend, stoop, kneel, or crawl.
- Continually required to talk or hear.
- Continually required to lift/push weights up to 100 pounds.
Must be able to pass a background, drug, and motor vehicle screening.
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