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Lastman’s Bad Boy: Operations Manager

Lastman's Bad Boy

This is a Part-time position in Ottawa, ON posted February 4, 2021.

The purpose of the Operations Manager is to ensure the smooth operation of all administrative duties, as well as support the store’s Management in the daily operations of the store in regards to; customer satisfaction levels, data exactitude, cost control, training and coaching of office clerks, to provide leadership as well as troubleshoot any issues that may arise within the store.

The Operations Manager is considered part of the head office management team who will represent the goal and directives of the company at the store level.

Description of essential tasks: Management: ØTake full accountability and ownership of Management role within the teamØParticipate in Management meetings and review of stores targets and goalsØAdvise head office of any abnormal/questionable occurrences within the store (banking of sales bills/absenteeisms)ØResponsible for all front counter duties performed by office clerks when requiredØDelegating work to the front counter and ensuring accuracyØBecome and remain knowledgeable of and abide by all company procedures and policies outlined in various manuals; distribute information to subordinates as requiredØEnsure proper flow of information from HO to subordinates (memos, updates, e-mails, business goals etc)ØScheduling of front counter staff/covering when short-staffedØBe knowledgeable of all service warranty policies and proceduresØEnsure customer’s calls are answered and callbacks are doneØHandle customer service store escalation issues on the phone or in-person with the customer.

(goal is to avoid escalation to store management)ØAnswer and ensure all staff answers the phones welcoming the customer, as well as providing their name and locationØAct as reporting manager, in some locations, for Warehouse Supervisor and Cleaner.Financing: ØEnsure COD collectionØEnsure deposit is taken to the bank on timeØMaking sure previous day work is balanced ØEnsure a minimum of 15% deposit remains on all back ordersØEnsure all sales bills meet the company requirements before being entered (50% goal for deposit; minimum accepted 10%, no items below cost, correct allocation, delivery charges are included, finance charges are collected, correct address and locations, finance information provided, e-mail addresses were taken, 25% deposit on TBO’s etc.)ØEnsure all sales bills are entered on the date written – no exceptions (no banking of orders)ØEnsure all pickups are invoiced out at the time of pick up and from correct locations.ØEnsure proper data entry and allocation on sales bills of all promotions (ie; Rebates) ØEnsureall financing terms are entered correctly on sales bill / Cash out on a daily basisØEnsure all deposits are balancedØProcess credit notes cancellations and reselections bills in a timely manner ØPrice protection and price match information to be sent to Tony and VP on a weekly basisØReview Admin fee and delivery fee violations and resolve.

Operations: ØPerform and maintain employee disciplinary actions/forms and send copies to head office.

ØControlling cost (ie: planning and/or reducing Budgeting hours for staff)ØRecruiting, interviewing and training new front counter employeesØSemi-annual performance reviews and goal settingØSet schedules and approving Company “hand punch” payroll exceptions for front counter staff (may be requested to assist Gm in preparing payroll exceptions reports, however only the GM can approve sales staff exceptions)ØMaintain SND’s and keep customers informed of possible delays (either through staff and/or Sales associates)ØGeneral maintenance issues of the building, contacting landlord if required.ØCoordinate office supply ordering and waste managementØAssist with Inventory counts when requiredØEnsure a front counter agent for each shift is trained and has access to the share drive in order to review and handle important corporate updates and informationØMaintain a JIT system for all pick-upsØEnsure Customer receives all warranty documents at the time of saleØEnsure sales bills are stamped with warranty receipt stamp (Solid gold) and proper codes are used for data entry (duration/fabric vs.

leather etc).

ØEnsure all sales bills are stamped with the $21 annual fee receipt stamp I.ADDITIONAL RESPONSIBILITIES: §Provide support to Sales Management and offer ideas for improvement§Perform other duties as required by business needs§Lead by example and provide continuous training to subordinatesII.EDUCATION LEVEL: §Completion of High School§Some Management courses an assetIII.SUPERVISORY RESPONSIBILITIES: Supervise a team of full time and part-time staff; between 3-6 subordinates IV.KNOWLEDGE AND SKILLS:Computer knowledge requiredAbility to learn and apply new skills as business needs changeData entry skillsGood written and verbal skillsProper phone etiquette and escalation resolution abilitiesPrevious Managerial skills preferred Ability to train, delegate and coach subordinatesStrong ability to assess problems and implement effective solutionsOrganizational and time management skillsMultitasking with a strong ability to prioritizeGood leadership skillsBasic understanding of accounting principlesV.EXTENT OF PUBLIC CONTACT:Daily contact with customers, in-person/phoneFrequent contact with Management and co-workersVII.WORKING CONDITIONS AND ENVIRONMENT:Retail store environment