FSL Manager

POSITION OVERVIEW

The Manager, Forward Stocking Locations is responsible for ensuring excellent consumer experience for all Asurion customers and clients across multiple industries and businesses.

The Manager supports the Asurion mobility organization.

Analyzing business needs and building action plans to meet those needs.

The manager will be responsible for tracking performance, ensuring SLAs are met, verify quality, and several other KPIs for their assigned territory forward stocking locations (FSLs).

The Manager will fill the role of being the primary professional representative of Asurion to the external entities as well as working cross functional with several internal departments.

Manager will seek out opportunities to minimize overall cost to serve by planning and executing activities within the assigned region along with ensuring each provider is fully compliant in order to support client contractual obligations and well as to mitigate legal and risk concerns.

ESSENTIAL JOB SKILLS/DUTIES

• Ensure FSLs are compliant with all contractual agreements
• Maintain and manage signed agreements, contracts, insurance, for all associated FSLs
• Guarantee FSLs receive and stock inventory in a timely manner
• Train and certify FSLs on processes
• Deliver training to FSLs and update standards and policies as needed
• Conduct on-site field inspections and Service Center evaluations on a regular scheduled basis.

Rate service providers on an ongoing basis based on performance and behaviors that best support Asurion same day delivery service.

• Develop processes to ensure that our client’s customers receive reliable, timely, and consistent high quality of service
• Identify and track shipments that may be lost
• Investigate and report findings on shrink and charge FSLs accordingly
• Work with FSLs through RMA, purge, cycle count processes
• Track in stock percentage, committed vs available inventory levels, and investigate and fix service bench issues.
• Manage parts/inventory compliance at the FSL level to ensure minimum inventory levels in support and monitor reports to ensure proper inventory controls
• Manage cost control function to minimize service expense in additional authorizations without sacrificing customer service
• Resolve escalations that originate from FSL or are due to FSL related problems
• Weekend shifts required once per month
• Other duties as assigned

SKILLS

Technical skills

• Exceptional analytical ability
• Strong leadership qualities, with the ability to develop and execute a program quickly
• Requires ability to travel and participate presentations
• Ability to handle multiple tasks and react quickly to the changing face of the service industry.
• Ability to work with internal and external parties
• Microsoft Office skills including Word and Excel
• Business or related College degree
• 5 years minimum experience in service management, or technical experience
• Proven track record in the areas of cost reduction, quality management, and customer service
• Previous experience in vendor relations
• Previous department/team management
• Previous Management experience at a Service center level
• Work at Home locations (if applicable): Required that employees work in a distraction-free workplace and is ergonomically set to meet the company’s standards.
• On site visits will be required to FSL locations on a scheduled basis and unscheduled in emergency situations. 15-20%
• While performing the duties of this job, the employee may spend 4-8 hours per day sitting and working at a computer.

The ability to adjust focus, use hands to grasp, finger, handle, reach or feel and sit for prolonged periods are needed for this position.

Ability to receive detailed information through oral communication utilizing a headset.

Soft/Leadership skills

• Active listener; strong communication - verbal and non-verbal. Ability to influence
• Effective problem solver; works through ambiguity; provides options; executes well
• Manages time; self-directed; provides guidance to more junior team members
• Manages relationships with key stakeholders and ensures effective teamwork across team
• Solid business acumen: anticipates obstacles and supports team’s success
• Leads change for team members and team’s work
• Team leader and supports team to ensure success. Develops trust-based relationships.
• Proactively seek as well as provides coaching and feedback to team and peers
• Engage, inspires team members. Effective at determining work to own and work to delegate.
• Drives for continuous improvement.
• Accountable for performance of team and ensuring a customer first mindset.

EDUCATION AND EXPERIENCE

• Required Education and Experience
• 5 years minimum experience in service management, or technical experience
• Proven track record in the areas of cost reduction, quality management, and customer service
• Previous experience in vendor relations
• Previous department/team management
• Previous Management experience at a Service center level

NOTE: THIS JOB DESCRIPTION IS NOT DESIGNED TO COVER OR CONTAIN A COMPREHENSIVE LISTING OF ACTIVITIES, DUTIES OR RESPONSIBILITIES THAT ARE REQUIRED OF THE EMPLOYEE.

DUTIES, RESPONSIBILITIES, WORKING CONDITIONS, PHYSICAL DEMANDS, AND ACTIVITIES MY CHANGE OR NEW ONES MAY BE ASSIGNED AT ANY TIME WITH OR WITHOUT NOTICE.

ASURION PROVIDES EQUAL EMPLOYMENT OPPORTUNITIES TO ALL EMPLOYEES AND APPLICANTS FOR EMPLOYMENT AND PROHIBITS DISCRIMINATION AND HARASSMENT OF ANY TYPE WITHOUT REGARD TO RACE, COLOR, RELIGION, AGE, SEX, NATIONAL ORIGIN, DISABILITY STATUS, GENETICS, PROTECTED VETERAN STATUS, SEXUAL ORIENTATION, GENDER IDENTITY OR EXPRESSION, OR ANY OTHER CHARACTERISTIC PROTECTED BY FEDERAL, STATE OR LOCAL LAWS.

THIS POLICY APPLIES TO ALL TERMS AND CONDITIONS OF EMPLOYMENT, INCLUDING RECRUITING, HIRING, PLACEMENT, PROMOTION, TERMINATION, LAYOFF, RECALL, TRANSFER, LEAVES OF ABSENCE, COMPENSATION AND TRAINING.

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