Description
Title: Lead Operations Coordinator
Reports To: Operations Manager
Department: GTM
Location: Cincinnati, OH
Position Status: Salary Exempt
About DMG:
Divisions Maintenance Group provides facility maintenance services to retail chains and distribution and fulfillment centers across the country.
We are leading the way with our technology, creating world-class products that are revolutionizing the industry and fulfilling our brand promise of "Uninterrupted Peace of Mind."
DMG is a Certified Great Place to Work with a strong, inclusive culture and top-notch benefits.
Job Summary:
The Lead Operations Coordinator (LOC) is an individual contributor that will provide day-to-day operational and sales support to assigned accounts in addition to coaching, mentoring, and leading Operations Coordinators, Associate Operations Coordinators, and Account Executives in Training on processes, service that help grow and retain business. In this capacity, they will be responsible for the efficient and effective delivery of Divisions services and responsible for helping develop other coordinators to reach optimal levels of service. The LOC will have responsibility for supporting the implementation and retention of business within assigned National Account customers. Considered a high potential resource for the company with a management career path trajectory.
What You'll Do:

Train, mentor, and coach OC's, AOC's, and AEiT's.

Secure non-routine work orders and follows up with District Offices on Quotes/Pricing for assigned accounts.

Expedite and track work orders from customers.

Process work orders including submission into client systems back-office platform.

Provide RFP response support (enter stores, specification, etc. into CRM) and proposal/quote development.

Provide contract development and administration.

Schedule providers in response to submitted work orders or works through Customer Service to ensure scheduling is done. Communicate back to customers when scheduled to confirm work when work will be done.

Develop and distribute completion reports.

Responsible for being a subject matter expert in delivering operational excellence to our customers.

Deliver an operational foundation which will be fundamental in rapidly delivering value and growing sales and GP growth.

Perform all other duties and responsibilities as assigned.

What You Need:

Bachelor's degree (or equivalent in education and experience).

At least 6 months of experience within a DMG National Accounts Team as an Operations Coordinator with strong KPI results.

Experience as a Customer Service Representative or equivalent handling and effectively resolving customer issues and problems. Must provide examples of strong customer service skills.

Demonstrate experience maintaining a calm and professional demeanor when handling demanding situations.

Possess and display excellent verbal and written communication skills with ability to convey information to internal and external clients in a clear, focused, and concise manner.

Proven experience coordinating multiple projects/assignments simultaneously and completing assigned tasks accurately and on a timely basis.

Must cite examples of experience working in a demanding environment with heavy volume and multiple tasks.

Demonstrated experience identifying problems arising from customer relation issues and policy/procedure changes, etc., and providing effective recommendations to resolve.

Demonstrate strong attention to detail with excellent organizational skills. Cite examples of organization and time management/methods used to manage or prioritize workload demands.

Proven strong analytical skills, including demonstrated experience identifying and quantifying problems and providing effective resolutions.

Demonstrated experience working effectively with a team.

Prior professional work experience, preferably with Customer Service.

Demonstrate exceptional follow-up skills.

Ability to manage the stress of a fast-paced environment.

Ability to meet the in-person requirements of the team and/or business needs.

What You'll Get:
At DMG, you'll be part of an amazing team that encourages learning, growth, and advancement. Our company has an entrepreneurial spirit that rewards self-starters and encourages employees to take charge of their own careers.
Some of our many benefits include:

Health, dental and vision coverage on day 1.

Dollar-for-dollar 401K match up to 4% of salary with immediate 100% vesting.

Paid Primary and Secondary Caregiver leave.

Employee Assistance Program to assist with everyday challenges.

Paid time off to volunteer.

Divisions Maintenance Group is an equal opportunity employer.