Service Partner Manager

Job Description:

KEY ACCOUNTABILITIES INCLUDE:     

• Manage, audit, and develop KPIs for offshore partners
• Facilitate improvements with branch leaders for assigned product and offshore resources to ensure proper management and utilization
• Drive efficiencies with partner resources through process updates and by collaborating with IT on system upgrades
• Utilize KPIs to measure performance of any offshore employees and ensure value is being provided
• Ensure resourcing is aligned with business trends and utilize data to accurately monitor and adjust as needed
• Conduct quarterly reviews with partners to evaluate performance and key initiatives
• Perform on-site visits for in-person evaluations and support
• Function as a conduit between US operations and partners on new business and ensuring proper usage of offshore team
• Evaluate departmental organization within partner’s business and ensure it aligns with SEKO’s needs
• Participate in the development of a safe and healthy workplace. Comply with instructions given for their own safety and health and that of others, in adhering to safe work procedures. Co-operate with management in its fulfilment of its legislative obligations.
• Other duties as assigned by management

REQUIREMENTS:

• Strong customer service drive and ability with both internal and external customers
• English and Spanish speaking
• Strong ability to meet deadlines
• Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals.
• Capable of communicating and interacting effectively with multi-functional and diverse backgrounds and ability to effectively present information and respond to questions from management, employees and customers.
• PC Literate. Intermediate proficiency in Microsoft Office, internet, web-based and job specific software applications.
• Results oriented, organized, and possesses high energy
• Demonstrated leadership skills in influencing departments and implementing and managing change.
• Demonstrated ability to plan, organize and manage multiple projects and set priorities.
• Ability to thrive in a fast-paced organization
• Change management principles and application, problem analysis and definition, risk alternative evaluation and problem resolution methods required. Collaborative decision-making skills.
• Ability to identify and understand issues, problems and opportunities; comparing data from different sources to draw conclusions.
• Ability to explore alternatives and positions to reach outcomes that gain support and acceptance from all stakeholders.
• Ability to maintain stable performance under pressure or opposition, handling stress in a manner acceptable to others and the organization.
• Uses appropriate methods and flexible interpersonal style to help build cohesive team to facilitate the completion of company goals. Skilled in delegation of authority to effectively meet organizational and strategic goals
• Leads by example, putting customers first. Develops and sustains positive business relationships.
• Must be able to read, write, and communicate fluently in English.

EDUCATION & EXPERIENCE:

Minimum:

• Bachelor's Degree in Business Administration, Transportation, Logistics, Supply Chain Management preferred or an equivalent combination of education and work experience.
• 4+ years of Customer Service management experience.
• 6 years of Customer Service experience in logistics, transportation, warehousing, or distribution experience

Preferred:

• None

SPECIALIST CERTIFICATIONS:

• None

SEKO Worldwide is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.