Position Summary

Account Coordinators work directly with customer representatives to manage orders, exceptions and special requests. They support site leadership to plan and execute daily work with expected levels of productivity, quality and safety. Ensure that people in area of responsibility are positioned and monitored for maximum productivity.

As a key leader the operations lead will support the Business in operating as outlined in the Crescent Way and 3P’s:

• Purpose
• Process
• People

While building on our Culture of:

• Doing It Right
• Doing It Safe
• Doing It Well

Essential Duties and Responsibilities

Safety

• Read and understand the Crescent Safety Playbook – Doing It Safe
• Ensure Safe and well-maintained work environment and conditions throughout all work spaces, facility and surrounding areas
• Actively participate in Safety Committee activities and initiatives and champion and engage all staff and people in cultivating and promoting a Safety-First Culture.

People

• Read and understand the Crescent Way
• Act as a liaison to shipping/warehouse people ensuring all order requirements are successfully communicated
• Maintain a good working relationship with customers by responding to all inquiries/complaints, shipments, inventory counts etc., in a courteous and efficient manner
• Positively contribute to a team environment by mutually respecting each other
• Ensure all customer touch points and communications are positive
• Provide individual performance insights to leadership team for assessments and coaching 

Productivity

• Manage orders and queue them to pickers/processors
• Manage exceptions and problem lots and returns
• Maintain customer and Crescent systems
• Prepare Requests for Shipment (RFS)
• Assist with training all Crescent People on proper policies and procedures.
• Ensure that Customer expectations are met on a consistent
• Encourage good working conditions and provide positive motivation for all Crescent People
• Maintain productivity standards as dictated by department KPIs and goals
• Maintain a good knowledge of all Crescent supplies always maintaining proper stock levels 
• Use of Microsoft Office application to communicate daily task, KPIs, conduct daily business, and all other key reporting indicators 
• Working with other departments and utilize tools and resources to drive a lean culture 
• Leading projects to eliminate waste and defects within the department 

Quality

• Execute quality management of material through controlling customer hardware and proper execution of QEMs.
• Ensure proper documentation is kept and maintained of processes and procedure including but not limited to, job aids, work instructions, and non-conformance documents 
• Utilize account tools and ERP system to act quickly and execute QEM management in a timely manner
• Assist with ISO program management 
• Assist with FOD and parts awareness training 
• Maintain files for Quality Event Management 
• Maintain a clean and orderly work area
• Inspect all paperwork to identify reason for returns or shipments 
• If position is focused on quality objectives, respond to quality inquiries, log non-conforming parts, manage NC/Quality cage where applicable
• Participate in Quality Sentinel Programs

Inventory Management

• Ensure current and accurate inventory control for each account
• Complete cycle counts, bin audits, and bin maintenance when requested
• Ensure Inventory accuracy goals of account are met
• Be able to report out on Inventory metrics and speak to open action items 

Customer Value

• Respond promptly to client requests via phone or email in a professional, courteous manner
• Process shipping document amendments and kit matrices upon request
• Maintain on time deliver and/or days in process targets
• Perform bin audits and cycle counts on quality escape research.
• Process customer quality requests 
• Process shipping document amendments and kit matrices upon request
• Foster Crescent excellence by cultivating teamwork
• Effectively communicate directly to customers all aspects of quality issues
• Maintain a good working relationship with customers

Data Integrity

• Operate with a reporting system/tools ensuring the complete integrity of all data

Financial

• Improve organizational efficiency and waste reduction through (CI) Continuous Improvement 

Cultural Competencies

Do It Right

Doing what is right for our Customers, doing what is right for our Company and doing what is right for our People. Continually improving the quality of our product and services. Monitoring and measuring every key ingredient which could negatively impact our quality. Doing it Right ensures we will always be a Premier Service Provider.

Do It Safe

Providing a safe environment and supporting our People to reach their highest potential. A safe environment where all forms of risk are assessed and controlled. A safe environment open to new ideas, where our People’s opinions and overall well-being count. A diverse environment where everyone fits and can be successful.

Do It Well

Optimizing all our resources to efficiently and effectively perform all tasks well. Our overall productivity as a company is a reflection of the thousands of activities performed well each and every day by everyone. At Crescent, our ability to Do it Well is a real source of pride valued by our customers.

Work Environment / Physical Demands

• Fast paced environment, requiring adaptability to constant changes in schedules, volumes, staffing and shift requirements 
• Ability to frequently sit, stand, walk, reach with hands and arm’s length, climb or balance, stoop, kneel, and crouch 
• Ability to regularly lift and/or move up to 10 pounds, occasionally lift and/or move up to 25 pounds
• Use hands and fingers to operate a computer and telephone keyboard reach, stoop kneel to install computer equipment
• The ability to read instructions and perform addition, subtraction, multiplication, division and understand percentages.
• The ability to manage one’s time effectively, schedule and prioritize tasks in accordance with the demands of the day
• Walk on concrete floors for extended periods while in the warehouse pulling and labeling product for shipping
• The ability to communicate with facts, and to balance talking with listening 
• Perform other job-related duties as assigned

Knowledge, Skills, & Capability

• The ability to read instructions and perform addition, subtraction, multiplication, division and understand percentages
• Self-driven to continually monitor the production line and make the decision necessary to improve the work flow and output
• The ability to communicate with facts, to balance talking with listening, to use communication to inspire People to achieve results.
• Being self-motivated and motived by achieving set targets while continually seeking out opportunities to eliminate waste. Ability to accept and embrace change 
• Determining how information fits together and how the information relates to production efficiency 
• The ability to break a problem down into steps and produce a logical timely solution
• The ability to manage one’s time effectively, schedule and prioritize tasks in accordance with the demands of the day

Systems Usage

• Customer Systems (CAS, Pack Shop System, Oracle)
• Nulogy and QCloud (if required)
• Shipping Services (FedEx,UPS, DHL, )
• Kronos Self Service
• Microsoft Office

Performance Metrics and Trends

• Safety
• People
• Productivity
• Quality
• Customer Value
• Financial

Qualifications

Education & Experience:

• 1-year customer service/ inventory/ warehouse experience
• Highschool or Equivalent
• Must be able to write, read, speak and understand English to operate safely and efficiently 
• Computer literate
• Detail oriented
• Logical problem solver
• Extremely accurate
• Basic mathematics
• Analytical
• Good interpersonal skills
• Strong writing and verbal communication skills
• Basic to intermediate knowledge of MS Office and comfortable learning new technology systems as needed
• Ability to work flexible hours

Preferred Qualifications:

• 2-year customer service/quality/ warehouse experience
• Understand warehouse and quality control methods
• intermediate knowledge of MS Office- Excel
• Strong detail-oriented and resourceful mindset
• Forklift Operator experience

We will know that the Operation Lead is successful if they can:

• Responsive and professional support of customer requests
• Contribute to a safe and productive department
• Deliver a quality product to our customer
• Contribute to a predictable business
• Identifies areas for improvement, participates in continuous improvement events and provides ideas for reducing waste and defects
• Displays the ability to communicate at all levels – up, down and across the business
• Promotes the company culture among peers

By completing this application, you are acknowledging the following: 

• I am at least 18 years of age of older 
• I can perform the essential functions of this position, with or without accommodation
• I am a US Citizen or otherwise authorized to work in the US on an unrestricted basis