The Operations Coordinator (OC) provides 24/7 sales operations support to assigned accounts, ensuring efficient service delivery and client retention. Responsibilities include expediting and tracking work orders, processing them through client systems, scheduling providers, communicating progress, providing RFP support, developing proposals/quotes, managing contracts, developing KPIs, and working independently with clients and vendors. The OC makes independent decisions on job completion, work assignment, work order creation, invoicing, and case management within DMG systems. This role requires 24/7 on-call availability, including holidays and vacations, with extended hours during peak seasons. 30 days of first-shift training are required before transitioning to the second shift.
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Description
Title: Operations Coordinator - 2nd Shift
Reports To: Operations Manager
Department: GTM
Location: Cincinnati, OH
Position Status: Salary Exempt
About DMG:
Divisions Maintenance Group provides facility maintenance services to retail chains and distribution and fulfillment centers across the country.
We are leading the way with our technology, creating world-class products that are revolutionizing the industry and fulfilling our brand promise of “Uninterrupted Peace of Mind.”
DMG is a Certified Great Place to Work with a strong, inclusive culture and top-notch benefits.
Job Summary:
The Operations Coordinator (OC) is a pivotal role that will provide dedicated day-to-day sales operations support to assigned accounts. In this capacity, they will be responsible for the efficient and effective delivery of DMG services. The OC will have responsibility for supporting the implementation and retention of business within assigned DMG Clients.
What You'll Do:
Manage account 24/7 including holidays and to work on call shifts as needed to support the account and customer.
Expedites and tracks work orders from customers while providing first class service.
Processes work orders including submission into client systems/back-office platform.
Subject matter expert in delivering operational excellence to our customers.
Schedules providers in response to submitted work orders (Uses independent decision making to determine if a job is completed) and communicates with customers on progress to completion.
Provides RFP support & insight (Region, specification, etc. into CRM) and proposal/quote development.
Owns contract development and administration.
Develops reporting & execution of KPI's.
Uses independent decision making in working with client and third-party vendors; For example, in assigning work to technicians, creating work orders, invoicing, opening & closing cases in DMG systems, etc.
Performs all other duties and responsibilities as assigned.
What You Need:
Possesses and displays excellent verbal and written communication skills.
Experience in an environment with time sensitive requirements for task completion.
Demonstrated experience working effectively within a team.
Experience handling and effectively resolving customer issues and problems.
Demonstrated strong attention to detail with excellent organization skills.
Ability to multitask.
Due to the nature of our business, this position is required to be on call 24/7. This person must be available to answer calls and manage cases 24/7, including holidays and on vacation. Extended hours are required during peak seasons (snow, hurricane, tornado, etc.). Most OC's are scheduled for ON CALL shifts weekly, or biweekly.
Individual would be required to complete 30 days of training on 1st shift before converting to 2nd shift schedule.
The 2nd shift hours are flexible depending on the team and service area coverage.
Ability to manage the stress of a fast-paced environment.
Ability to meet the in-person requirements of the team and/or business needs.
What You'll Get:
At DMG, you’ll be part of an amazing team that encourages learning, growth, and advancement. Our company has an entrepreneurial spirit that rewards self-starters and encourages employees to take charge of their own careers.
Some of our many benefits include:
Health, dental and vision coverage on day 1.
Dollar-for-dollar 401K match up to 4% of salary with immediate 100% vesting.
Paid Primary and Secondary Caregiver leave.
Employee Assistance Program to assist with everyday challenges.
Paid time off to volunteer.
Divisions Maintenance Group is an equal opportunity employer.
