Local Team Leader

SUMMARY: The Starmark Local, LLC Service Center Local Team Leader leads and coordinates the operational activities of the Local Service Center. This position directs the fulfillment of immediate and long-term needs including, but not limited to, overseeing the daily workflow of the branch, order processing, inventory management, delivery Driver management and ensuring high customer satisfaction according to the established Starmark excellent service standards. This position is supported by Starmark Local headquarters and reports to the Starmark Local Director of Operations. This is a developing role which will continue to evolve as Starmark Local grows. Starmark Local holds the right to change, add and/or delete responsibilities and accountabilities at their sole discretion.

ESSENTIAL DUTIES, RESPONSIBILITIES & ACCOUNTABILITIES:

• Assists in executing opportunities for growth, efficiency analyses, market opportunities, risk assessments and establishment of operational goals in collaboration and coordination with Starmark Local Headquarters.
• Establishes and builds sustainable relationships of trust through open & interactive communication with all internal/external customers (and the public), ensuring that excellent professionalism, superior quality and strong ethics are constantly displayed.
• Holds responsibility and assists Local Account Representatives for all facets of customer satisfaction from start to finish including responding to requests for information, identifying customer needs, implementing best possible solutions, processing orders and following up with Production/Shipping to ensure on-time delivery.
• Assists Local Account Representatives in resolving customer complaints or issues promptly by acting as a liaison between internal departments and the customer, coordinating customer refunds and/or exchange of goods, and reporting errors or miscommunicated information to appropriate team members through the Quality Reporting Tool.
• Lead and manage an assembly operation of select cremation products to be located in that same warehouse.
• Orders and manages inventory including placing vendor orders, receiving goods according to established labeling practices, and adhering to established minimum and maximum warehouse quantities to ensure ability to meet customer needs.
• Processing and fulfillment of orders, including pulling the next day’s orders while drivers are making deliveries and acting as a commercial driver when necessary.
• Schedules and prepares shipments, documents and forms (including BOL’s and preparing/transmission of ASN’s if required) to move products efficiently.
• Distributes print and digital marketing materials and correspondence ensuring accuracy, timeliness and effectiveness.
• Maintains awareness of website content ensuring relevancy and accuracy.
• Identifies training needs/opportunities and develops and implements a plan for meeting those needs, both for self through the Starmark Local Local Team Leader training program and for all staff, especially focusing on sales development and “backdoor” selling techniques.
• Arranges target delivery routes and assists drivers in best loading and sequencing patterns according to need with a constant awareness of potential growth, increased efficiencies and minimum daily product quantities to ensure maximum profitability.
• Accurately collects, records and communicates valid and complete data at all times, including but not limited to: relaying information to headquarters, inputting information into established computer programs (i.e. Syspro) and maintaining customer files using a CRM system in coordination with Customer Service.
• Establishes, manages and secures clean and orderly warehouse space (up to 20,000 square feet) including obtaining building lease terms, ensuring all systems (HVAC, sprinkler systems, etc.) are in good working order, and identifying new lease space at end of any lease term, as needed.
• Maintains company equipment, phone lines, and licenses alongside the IT Department to ensure uninterrupted, up-to-date and secure functionability.
• Manages incoming phone calls, ensuring all are to a singular Service Center phone number owned by Vandor (and not a personal number) and are being forwarded or backed up to another Vandor employee or a personal line when necessary.
• Participates as able in weekly Starmark Local Operational, Strategic and Sales focused Meetings.
• Participates in, leads and ensures location compliance with safety protocols and programs including annual trainings and certifications.
• Assists Local Account Representative. Represents Starmark Local at state funeral association conventions and additional relevant trade shows as it proves beneficial.
• Identifies growing fleet requirements, leasing and/or purchasing of vehicles and arranges any routine or otherwise necessary maintenance according to need, with emphasis on DOT and national/state/local law compliance.
• Complete Starmark Local Team Leader training program and routine future trainings as needed.
• Other duties as assigned that may be required.

SUPERVISORY RESPONSIBILITIES: This position recruits, hires, trains and manages personnel and otherwise grows the business at their own profit and loss, so long as quality and service standards for the customer are not impacted.

PM21

QUALIFICATIONS:

• Possesses customer service, leadership, interpersonal and management skills.
• Possesses exceptional organizational skills, attention to detail and accuracy.
• Understands the need to be flexible with time and availability for correspondence with customers (even on evenings, weekends and holidays) due to the possibility of last-minute plan changes or occasional emergency deliveries.
• Possesses ability to multi-task, prioritize and manage time effectively and delegate responsibilities when appropriate.
• Self-motivated with ability to work independently and within a team setting.
• Possesses a valid US Driver’s License and a clean driving record. Center Director should also have the capability of obtaining a Commercial Driver’s License (CDL) and any accompanying required documentation.
• Possesses aptitude to work with and honor funeral directors and their profession (including sight of corpses).
• Possesses ability to adhere to strict confidentiality.
• Possesses computer skills and knowledge of Outlook, Excel and Word.
• Possesses capability of retaining and recalling product knowledge.
• Possesses above-average Mathematical skills.

EDUCATION and/or EXPERIENCE:

• A high school diploma or GED equivalence is required. Additional formal education and previous funeral service, office, management, sales, customs regulations/compliance, logistics, transportation, marketing and manufacturing experience are preferred.

LANGUAGE SKILLS:

• Bilingual in English and Spanish preferred
• Has ability to read, comprehend and write the English language as it relates to safety, job responsibilities and other essential communication.
• Demonstrates strong verbal and written communication skills.
• Possesses strong reasoning skills, including the ability to analyze problems and identify, implement, and rationalize solutions.

PHYSICAL DEMANDS: The physical demands described below are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Must be able to safely operate a motor vehicle with capability of obtaining a CDL (and accompanying legal operating requirements) if not already within possession.
• Must be able to lift and/or move up to 50 pounds.
• Must be able to maneuver up to 250 pounds with the proper equipment/techniques.
• May require frequent travel to potential new sites and existing warehouses or other related locations.
• Must be able to remain in a stationary position 50% of the time.
• The person in this position needs to occasionally move about inside the office to access file cabinets, office machinery, etc.
• Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer.
• Must be able to position self to stoop, kneel, crouch or crawl.
• Must be able to communicate information and ideas so others will understand. Must be able to exchange accurate information in these situations.
• Must have the ability to observe details at close range.

WORK ENVIRONMENT: The work environment described below is representative of the surroundings an employee encounters while performing the essential functions of this job.

• This is an office position but requires frequent work within a fast-paced warehousing environment that is not temperature regulated.
• Personal protective equipment is required as defined with in the hazard analysis sheet defined for this position.
• Position may require occasional work outdoors in various weather conditions.
• Able to travel for conventions, training and/or to support other locations during times of vacation/need (initially training no more than one month at another specified Starmark Local location).