Regional Operations Coordinator
1 week ago
Job Summary:
The Regional Process Manager is responsible for managing the daily operational activities of their assigned region. They oversee vendor coordination, service call dispatching, and maintenance of up-to-date vendor records.
Key Responsibilities- Service Call Management:
- Dispatch all service calls received from divisions within 48 hours or sooner for urgent requests.
- Communicate client needs clearly to vendors, ensuring they understand expectations and scope of work.
- Follow up with vendors on service call progress, ensuring timely updates and resolution of any delays.
- Build strong relationships with vendors, understanding their strengths, weaknesses, and trade specialties.
- Assign service calls to vendors in the order they are prioritized by the RVM and escalate to the RSM or RVM if no vendor can fulfill a request.
- Hold vendors accountable for service quality, escalating concerns about underperformance or non-compliance to the RVM.
- Ensure all service calls and vendor interactions are documented with clear and detailed notes, including who, what, when, where, why, and how.
- Maintain accurate records for service calls, quotes, invoices, and any client or vendor communications.
- Follow up with vendors on all invoices after seven days and escalate to the RSM at 14 days if invoices are not received.
- Focus on client retention, ensuring satisfaction rates exceed 90%.
- Monitor systemic issues in the region and implement corrective measures.
- Obtain quotes from vendors within 24 hours and notify the RSM and FAM if delays occur.
- Set Not-To-Exceed (NTE) limits for vendors and notify the RSM if vendors request more than the allotted amount using NTE percentage on Vendor Management Screen.
- Collaborate with vendors to improve performance and adherence to company standards.
- Notify the RVM of vendors that require coaching or replacement.
- Work with vendors to ensure they meet service quality expectations and improve their capabilities to handle future needs.
- Ensure vendors follow Hero's ROC³ values and comply with all company requirements.
- Report vendors found subcontracting work or failing to meet documentation standards to the RVM.
Key Performance Indicators
- Dispatch all service calls within 48 hours of receipt.
- Obtain vendor quotes within 24 hours of request.
- Ensure accurate and detailed notes are provided for 100% of service calls.
- Follow up on all vendor invoices within seven days.
- Maintain strong vendor relationships.
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