Crowley Energy
Position Summary:
Manages office and service dispatch operations to assure a high level of customer satisfaction, maximum efficiency, quality control and a safe, harmonious working environment. This professional role is responsible for leading the CSR and Delivery Dispatch Team with a problem-solving approach and solid decision making abilities. The Office Manager reports to the General Manager and serves as a Crowley Energy-Main Street Fuel ambassador.
Essential Functions: Recruits, hires, trains and develops Customer Service Representatives and Delivery Dispatchers. Provides coaching, training, leadership, coordination and support in areas such as: Employee orientation, employee development, special market events, ergonomics - office safety, and workers' compensation. Supervises, trains and develops the administrative staff to ensure a high level of customer service, maximum efficiency and a harmonious working atmosphere. Gives performance feedback to employees utilizing the Performance Scorecard. Makes wage recommendations to the General Manager. Assists customers directly to meet demand and when customers have questions, problems or complaints that cannot be resolved by Customer Service Representatives or Delivery Dispatchers. Oversees the building of safe and effective routes for drivers and daily dispatching for same day changes and "add ons". Oversees the planning and timely administrative processes for propane tank setting activity to include accurate and timely recording/billing of billable work, safety and compliance documentation including gas checks, leak tests and propane tank record keeping. Sets the standard for the quality and timeliness of the employees' response to customer needs through effective planning, coordination, and scheduling. Ensures staff cross-training on administrative procedures in both the Delivery Department and Office. Coordinates and delegates the duties of department personnel and approves employee schedules and payroll hours. Oversees accounts receivable, collections and accounts payable processes. Reviews department reports and financial statements and may participate in annual budget preparation. Prepares and submits payroll information and employee changes for the location. Gains a thorough knowledge and understanding of computer systems, reports, programs, promotions, human resource issues, and company policies and procedures. May also periodically assist in the development of new reports and reporting procedures. Understands state and/or federal laws pertaining to sales and use taxes, sexual harassment, workers' compensation, payroll, and video display terminal training requirements.
Other Tasks:
Assists with special projects and other work-related duties as assigned.
Contacts:
This position deals frequently with customers, the office staff, the delivery dispatcher(s) and propane tank setter(s), the Delivery Driver Manager, the General Manager, outside vendors and support departments.
Education:
A college degree or a combination of education and experience is required.
Experience:
The Office Manager should have several years of previous experience in a supervisory role in an office environment. Prior working knowledge of the energy industry is also preferred.
Equipment and Tools Used:
Basic office and computer related equipment to include a radio, calculator, personal computer, computer terminal, various printers, photocopiers, and FAX machine.
Decisions Made:
This position makes office staffing decisions. Resolves office situations and addresses customer concerns.
Safety Considerations:
All safety is a concern to the Office Manager, although a main safety concern for the entire office staff relates to proper ergonomics while working at a video display terminal.
Other Attributes Required: Demonstrated commitment to outstanding customer service Excellent written and oral communication skills Strong computer skills Microsoft Office Good judgement and the ability to make decisions Organizational and analytical skills Ability to delegate and follow-up Strong leadership and coaching skills Planning and scheduling skills Commitment to maintaining systems for accounting control Good delegation and follow-up Work Environment:
The work environment is a fast-paced office setting.
Physical Requirements Analysis:
Frequent sitting and some standing. Must be able to write and to work with multiple computer applications. There is frequent communication involving speaking, writing, e-mail and listening. Weight or Force Moved:
Must be able to lift up to 35 pounds.
Decisions Made:
Handling schedule changes and conflicts Performing "triage" on delivery requests to balance emergencies, customer service and safety considerations Resolving customer issues in billing, scheduling and quality of service
Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.
Manages office and service dispatch operations to assure a high level of customer satisfaction, maximum efficiency, quality control and a safe, harmonious working environment. This professional role is responsible for leading the CSR and Delivery Dispatch Team with a problem-solving approach and solid decision making abilities. The Office Manager reports to the General Manager and serves as a Crowley Energy-Main Street Fuel ambassador.
Essential Functions: Recruits, hires, trains and develops Customer Service Representatives and Delivery Dispatchers. Provides coaching, training, leadership, coordination and support in areas such as: Employee orientation, employee development, special market events, ergonomics - office safety, and workers' compensation. Supervises, trains and develops the administrative staff to ensure a high level of customer service, maximum efficiency and a harmonious working atmosphere. Gives performance feedback to employees utilizing the Performance Scorecard. Makes wage recommendations to the General Manager. Assists customers directly to meet demand and when customers have questions, problems or complaints that cannot be resolved by Customer Service Representatives or Delivery Dispatchers. Oversees the building of safe and effective routes for drivers and daily dispatching for same day changes and "add ons". Oversees the planning and timely administrative processes for propane tank setting activity to include accurate and timely recording/billing of billable work, safety and compliance documentation including gas checks, leak tests and propane tank record keeping. Sets the standard for the quality and timeliness of the employees' response to customer needs through effective planning, coordination, and scheduling. Ensures staff cross-training on administrative procedures in both the Delivery Department and Office. Coordinates and delegates the duties of department personnel and approves employee schedules and payroll hours. Oversees accounts receivable, collections and accounts payable processes. Reviews department reports and financial statements and may participate in annual budget preparation. Prepares and submits payroll information and employee changes for the location. Gains a thorough knowledge and understanding of computer systems, reports, programs, promotions, human resource issues, and company policies and procedures. May also periodically assist in the development of new reports and reporting procedures. Understands state and/or federal laws pertaining to sales and use taxes, sexual harassment, workers' compensation, payroll, and video display terminal training requirements.
Other Tasks:
Assists with special projects and other work-related duties as assigned.
Contacts:
This position deals frequently with customers, the office staff, the delivery dispatcher(s) and propane tank setter(s), the Delivery Driver Manager, the General Manager, outside vendors and support departments.
Education:
A college degree or a combination of education and experience is required.
Experience:
The Office Manager should have several years of previous experience in a supervisory role in an office environment. Prior working knowledge of the energy industry is also preferred.
Equipment and Tools Used:
Basic office and computer related equipment to include a radio, calculator, personal computer, computer terminal, various printers, photocopiers, and FAX machine.
Decisions Made:
This position makes office staffing decisions. Resolves office situations and addresses customer concerns.
Safety Considerations:
All safety is a concern to the Office Manager, although a main safety concern for the entire office staff relates to proper ergonomics while working at a video display terminal.
Other Attributes Required: Demonstrated commitment to outstanding customer service Excellent written and oral communication skills Strong computer skills Microsoft Office Good judgement and the ability to make decisions Organizational and analytical skills Ability to delegate and follow-up Strong leadership and coaching skills Planning and scheduling skills Commitment to maintaining systems for accounting control Good delegation and follow-up Work Environment:
The work environment is a fast-paced office setting.
Physical Requirements Analysis:
Frequent sitting and some standing. Must be able to write and to work with multiple computer applications. There is frequent communication involving speaking, writing, e-mail and listening. Weight or Force Moved:
Must be able to lift up to 35 pounds.
Decisions Made:
Handling schedule changes and conflicts Performing "triage" on delivery requests to balance emergencies, customer service and safety considerations Resolving customer issues in billing, scheduling and quality of service
Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.