Operations Specialist (Admin/ Auto Body Shop Specialist)

Job Summary
The Operations Specialist is responsible for vehicle management flow for assigned customer accounts and provides support services to account representatives and processing departments to ensure timely routing of vehicles and accurate customer account procedures are in place.

Primary Objectives

• Maintain accurate customer account billings ensure all services performed are included in a monthly billing cycle.
• Ensure processes are adhered to and analyzed for continued improvement.
• Track, maintain, and prepare reports on productivity, performance, and quality metrics.

Duties and Responsibilities

• Manage vehicle inventory of assigned customer accounts from arrival at terminal to carrier shipment.
• Coordinate with accounting department to ensure all services performed are included in monthly billings.
• Create and implement processes to maximize quality, productivity, and revenue using Lean Manufacturing principles.
• Execute Standard Operating Procedures (SOPs) published in the Pasha Management System daily.
• Monitor shipping and carrier processes.
• Establish and utilize metrics to determine production rates, billable hours, etc., and to identify areas for quality and process improvements.
• Maintain or exceed published efficiency targets for daily production plan results. Post results daily, identify employee deficiencies where applicable, determine shortfall root cause, and use action item documentation process.
• Provide aging reports and monitor flow pass-through of inventory for specified customer.
• Perform data entry and create reports as needed.
• Monitor and enforce safety practices as standard operating behavior.
• Attend daily customer meetings and provide corrective action and process improvement lanes when and where needed.
• Reconcile month-end tooling needs and labor consumption for assigned accounts.
• Research and resolve discrepancies for assigned responsibility area.
• Provide superior customer service with internal and external customers. Respond to inquiries with clarity and detail, explain processes, and provide timely feedback.
• Other duties as assigned.

QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education

• High school diploma or equivalent (HSED) required
• Some related college level course work preferred

Licenses and Certifications

• Transportation Worker Identity Credential (TWIC) required
• Valid state-issued driver license and acceptable driving record to operate vehicles on terminal required

Work Experience

• 2+ years of related experience with an emphasis on customer service and billing required

Required Knowledge, Skills and Abilities

• Ability to provide excellent customer service with positive, courteous interactions
• Strong problem solving and multi-tasking skills with a keen eye for detail
• Self-motivated, and able to work under pressure with minimal supervision
• Demonstrated proficiency with Microsoft Office products at the following levels: ? Excel, Word, Outlook: Basic level of skill
• 10-key by touch
• Excellent verbal and written communication skills
• Good organizational and multi-tasking skills
• Ability to drive automatic and manual transmission vehicles safely

Competencies

• Delivers Results Rigorously drives self and others to achieve high levels of individual and organization performance.
• Focuses on the Customer & Market Continuously evaluates what is important to the customer/client and develops products or solutions that exceed expectations.
• Makes Sound Business Decisions Makes timely and well-informed decisions that advance critical priorities, capitalize on new opportunities, and resolve problems.
• Practices our Values Supports and models The Pasha Way; conduct reflects Excellence, Honesty, Integrity, Innovation and Teamwork.

PHYSICAL DEMANDS, WORK ENVIRONMENT, AND TRAVEL
Physical Demands
The physical demands described here 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.

• Hear and speak with sufficient clarity to understand and engage in telephonic information exchange; hear and understand verbal instructions; give and receive information verbally in person or via communication device - Often
• Walk/travel within office environment, crouch/bend to access floor-level storage - Often
• Use hands/fingers to operate office equipment, type/complete data input, write - Often
• Reach with hands, arms; lift, move and manipulate objects weighing up to 20 lbs - Regularly
• Sight sufficient to read instructions, documents, and screen-based information - Often
• Use hands/fingers to manipulate and file documents, folders, small objects - Regularly

Working Environment
This role requires work that may involve the following environmental conditions:

• Corporate office environment
• Fast paced production environment including shop floor and outdoors in the vehicle staging yard, where inclement weather conditions may occur.
• Work schedule may include days, nights, weekends, and holidays.

Screening Requirements
Background Checks
Driving Record Review
Drug Testing

Must be fully vaccinated against COVID-19, except as prohibited by law.
The information included in this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive or exhaustive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.