Job Description
Job Description The
SLA Performance Manager serves as a liaison across multiple functions to ensure all customer shipments comply with customer SLAs, minimizing fines and penalties associated with non-compliance. Initial responsibilities will include building team, developing and implementing team processes and overseeing the development of dashboard reporting.
This position will serve our
Water Division, located within a commutable distance to one of our office locations.
Responsibilities - SLA (Program) Monitoring: Oversee and monitor all customer order shipment activities to ensure compliance with customer SLAs.
- Training and Education: Provide training and education to employees on program SLA requirements and best practices for order fulfillment processes.
- Risk Management: Identify and assess risks associated with shipment SLAs and develop strategies to mitigate these risks.
- Analysis & Reporting: Manage and/or conduct data analysis to identify risks and provide recommendations or risk mitigation. Prepare and present reports to senior management, highlighting key findings and recommendations. Maintain metrics/KPI's and reports related to S&OP.
- Collaboration: Work closely with other departments, such as logistics, supply chain, and customer service, to ensure a cohesive approach to SLA management. Compare customer POs with the demand plan, coordinate with cross-functional teams including Sales, Customer Service, Scheduling, Materials Planning, Operations and Shipping to close any gaps.
- Dispute management: Manages team that collects and documents data to support disputes and/or penalties. Communicates disputes and tracks through to resolution.
- Continuous Improvement: Lead systematic process improvements and workflow automation to improve customer SLA attainment. Recognize and adopt best practices in reporting and analysis: data integrity, analysis, validation, and documentation
- Planning: Partner with demand-capacity planning team to manage customer demand projections and product manufacturing. Facilitate forecast review meetings.
- Performs other duties as assigned
Qualifications - Bachelor’s degree in business administration, Supply Chain Management or a related field.
- 7+ years’ experience exempt level customer service or related experience.
- Excellent communication skills, written and verbal, with attention to detail and accuracy.
- Advanced computer skills and in-depth knowledge of relevant software such as MS Office Suite.
- Demonstrated ability to work well with others is a matrix team environment.
How To Stand Out - 2+ years of experience leading a team
- Previous experience building out a department including establishing processes, roles and responsibilities, and hiring
- Experience leading change with execution of new initiatives across multiple functions
- Master’s degree in business administration or related field
- Advanced data analytics experience including Power BI
- Demand planning, operations planning or manufacturing experience
About Us At Rheem, we are dedicated to bringing comfort to people’s lives. As a leading global manufacturer of heating, cooling and water heating equipment, we are innovating all-new ways to deliver just the right temperature while saving energy, water and supporting a more sustainable future. It is an exciting challenge that requires a team of talented, passionate people with a diverse set of skills. From engineers to accountants, sales professionals to support experts, Rheem depends on people to power our innovations. Join Rheem, and help shape the future of products that impact lives—every day.
Rheem is an Equal Opportunity Employer. Rheem encourages all qualified candidates to apply, including those of any race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. The job description above 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 inventory of all duties, responsibilities and qualifications required of employees assigned to this job. Equivalent combination of education, experience, and skills may supplement above minimum job requirements.
For U.S. Based jobs, please note that Rheem is unable to hire candidates to be employed in the following states: Alaska, Hawaii, Idaho, Louisiana, Mississippi, Montana, New Mexico, North Dakota, South Dakota, Vermont, West Virginia, or Wyoming.
Rheem and its subsidiaries do not accept unsolicited resumes from recruiters or employment agencies. In the absence of an executed Recruitment Services Agreement, there will be no obligation to any referral compensation or recruiter fee.
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