Description

Purpose

This position is responsible for the on-time execution of all CIS administrative workflows from order creation to cash.  This role will serve as a Subject Matter Expert (SME) who can support any issues in administrative workflow process execution and can provide active leadership across the entire service, equipment sales and systems order life cycle.  The Manager, Administrative Process will be responsible for team development and creating versatility with APS team members to support any area of the workflow process at any time.  This role will be centrally focused on accelerating the velocity and efficiency of all SOs through our order fulfillment process and with the broader APS team and will serve as a key interface for all functional teams across CIS.  This role will be expected to document areas of waste, friction, inefficiency and to support the execution of a Continuous Improvement portfolio to create value for CIS. 

Essential Job Functions:

Key areas of focus that are critical to success include: 

• Demonstrate a deep understanding and working knowledge of all administrative aspects of the order fulfillment and workflow management process and ensure velocity and efficiency across all Carlton OpCo Service Orders (SOs) from SO creation to cash receipt.
• Ensure an efficient and smooth order to cash process to our customers, with standard, optimized and simple processes, reducing waste, creating value and tracking profitability.
• Ensure APS team structure is developed and optimized to support the needs of changing workflows, transaction volume, and overall CIS business growth.
  • Ensure there is an optimized staffing model to support PTO and changes in business demand on short notice; plan for business needs that align with high PTO demand

• Provide team leadership to support the successful attainment of goals and KPIs.  This will require a strong collaboration with other CIS team members, Key Leaders, and SLT.
• Support all training, mentorship, and onboarding needs for CIS associates who may have an impact on administrative workflow process execution (OSC, Inside Sales, etc.).
• Provide active leadership to entire Administrative Excellence daily management process to ensure all Corporate KPIs are successfully achieved.

• Work with CFO, Controller, and IT to ensure NS can automate all needed data collection, management, and reporting tools to support real-time analysis of SO execution.
• Review all open orders periodically and proactively, collaborating with Operations and Sales, to ensure all order statuses, dates and notes are accurately maintained, and orders are closed out timely;
• Take action to ensure all team members are actively moving SOs to completion.  Share insights with any team members where velocity is below plan.  Support CIS team members with taking actions as needed to facilitate order workflow execution.
• Support the vision that our actions need to create a “Frictionless Customer Experience” and one that reduces the overall cost “To Serve”
• Actively work to define problems to ensure we understand differences in symptoms, root causes, frequency, occurrence, risk and impact to CIS.
• Provide monetized recommendations that drive actions amongst cross-functional teams.  Measure and manage results with cross-functional teams.
• Collaborate with all team members to influence improved outcomes, measurable performance and team success.
• Coordinates the administrative process of documenting missed service deliveries through Quality Case Management process. This may include but is not limited to customer complaints, customer returns, lost revenue for unbilled charges incurred.

• Regularly work to improve order cycle times and to accelerate billings earlier in the month.  This will require thinking about the workflow process differently and leveraging proven process management tools to define challenges and implement solutions.
• Serve as key interface to all CIS OpCos and to facilitate all Administrative workflow execution.
• Provide active leadership for continuous improvement projects that drive measurable success in administrative workflow processes.

• Manage and build pipeline of pain points, waste, and inefficiencies in Administrative workflow processes; achieve success across specified KPIs
• Monetize the pain points and waste as opportunities to prioritize targeted areas for improvement
• Lead cross-functional projects to support continuous improvement efforts and measure realized savings.

• Provide active leadership and collaboration with Manager, Quality & Compliance Services to understand Case Management data, gaps in performance, and areas for opportunity as related to workflow management.
  • Serve as active leader and project manager to drive initiatives forward working cross-functionally across the Carlton Group teams.

Accountability

• Fully understand and support all CIS Safety Policies & Procedures; commit to timely and complete support of all Safety initiatives and programs
• Follow all company procedures, rules and regulations outlined in the Employee Handbook and Policy & Procedure Manual; “Details Matter”
• The ideal candidate should be centered, positive, proactive and focused on leading in all situations
• Ensure compliance for all business activities, always
• KPIs need to be understood and proactively managed to drive successful actions; explaining variance in actual data from plan is not enough by itself; Ensure L3/4 KPIs directly connect to and enable success seen with L1/L2 KPIs
• Team productivity must be measured, aligned with business needs, and tracked; minimum productivity targets must be established and maintained
• Collaboration and follow-through with CIS business leaders to deliver on Policy Deployment KPIs and strategic initiative goals
• Proactive planning and anticipation of business changes that will impact workflow performance
• Ensure that commercial teams successfully manage and execute against all sales pipeline priorities
• Exceptional communication is essential and will need to be performed in-person, by phone, MS Teams (or other company provided applications), and email.  It must be suited to the audience and support the right level of detail and scope.
• All action plans must support SMART structure; this role must anticipate project needs proactively
• Ensure your team stays highly aware of changes in priorities and manages high demand across CIS teams; choice management is essential to ensure success on needed priorities, in the right order
• Must always support confidential and privacy requirements for self and team related to any protected or sensitive information (payment, vendors and third-party providers, etc.)
• Time is of the essence; ensure all actions are taken as soon as is reasonably possible in alignment with Core Values and C10

Qualifications

Education, Experience, & Qualifications

• High school diploma required; Bachelor’s Degree preferred.  Prefer 5-7 years of experience in an order fulfillment and workflow execution role supporting service and equipment sales
  • The ideal candidate has experience in a service dispatch industry
• Experience leading and managing teams is required
• Must be a self-starter, driven, and possess a strong ability to drive team performance through independent activities and high team collaboration both locally and across branches in different geographies
  • The ideal candidate has experience managing workflows and service workorders across teams, companies, and geographies
• Prefer experience and knowledge working with taxes and aware of variations in how they are applied across different work order types and situations
• Must have good organizational and time management skills and be able to prioritize and multi-task in a fast-paced service environment. Must meet or exceed deadlines.
• Must be proficient with Microsoft Office Suite or related software. Prefer experience with NetSuite and ServicePro or other web-based ERP, CRM, and Service Dispatch applications
• Must have good verbal, listening, and written communication skills.

Physical, Functional & Other Requirements

• Ability to travel overnight across the Mid-Atlantic (and across Carlton’s growing footprint) < 25% of the time for in-person efforts as needed; travel may be higher or lower based on needs
• Ability to sit for extended periods during the workday; this includes the need to travel to support CIS customer sites, as required
• Ability to use a computer, phone, and other office equipment for prolonged periods.
• May need to lift objects weighing 15lbs at a time.
• Must be willing to work outside of normal business hours, as needed, to support Operational requirements of the CIS businesses
• Strong interpersonal, presentation, verbal, and written communication skills
• Highly organized and highly attentive to detail – essential
• Ability to communicate effectively in person, over the phone, and via email or virtual meetings.
• The position requires equal capability of working remotely, in-office, and in customer environments; as a Corporate Shared Services employee, being in-person and physically present with CIS team members is essential
• Must be able to perform repetitive hand movements, such as typing and using a mouse, for extended periods.  Must be able to frequently sit for long periods of time, up to 8 hours per day.
• Must be able to make fast, simple, repeated movements of the fingers, hands, and wrists.
• Strong leadership, team building, and communication skills
• Driven, self-motivated, and deadline-driven; committed to follow-through.
• Self-starter capable of working independently with little or no direct supervision; equally capable and effective working in teams and groups.
• Strong domain knowledge and relevant technical background with strong experience communicating with highly diverse customers and third-party business partners
• Someone who enjoys learning new things, particularly technical details, and processes.
• Adaptable: comfortable in a fast-paced, dynamic environment, with changes in priority
• Solutions-focused thinker: creative, collaborative, and seeks mutually beneficial solutions.

Other Duties:

• Other duties may be assigned by the Manager as needed to meet business demands.

The duties listed above are examples of the types of work you may be expected to perform in this role. As business needs evolve, additional responsibilities may be assigned. We are committed to providing reasonable accommodations to enable individuals with disabilities to perform essential job functions. 

This job description does not constitute an employment contract and is subject to change at the company's discretion. CIS is an equal opportunity employer that values diversity and inclusion. We do not discriminate based on protected characteristics and participate in E-Verify to ensure compliance with federal employment laws. Employment with CIS is at-will, meaning either you or the company can terminate the employment relationship at any time, for any reason, with or without cause, except as required by law. 

Salary : $80,000 - $90,000