Job Postings From Our Member Companies Title:
Director Call Center & Fulfillment Operations

Post Date
9/12/2014

Expiration Date
11/11/2014

Details:
THE COMPANY

Nueske’s Applewood Smoked Meats, Inc. is widely known and honored by culinary experts for the superb quality and flavor of its Applewood smoked hams, bacon, sausage and other premium quality foods. Founded in 1933 in Wittenberg, Wisconsin, the company is rapidly expanding through its primary marketing channels – Wholesale Sales, Mail Order & Ecommerce as well as a Company Store located at the plant site.

The Direct Response Division mails more than 2 million catalogs each year, with heaviest mailing, order-taking and fulfillment volumes occurring during the Holiday season. Customers nationwide call in orders via multiple toll-free phone lines at the company’s on-site Call Center, with afterhours/overflow services provide by a reliable outside vendor.

The Company employs approximately 100 year-round and 40 part-timers, adding peak personnel counts of 100-110 during the fourth quarter.

Nueske’s employees work in the comfort of a relatively new administration/distribution center. The company’s meat processing & production plant is modern and a state-of-the-art facility. Both facilities are located in Wittenberg, which is an easy 30 - minute drive from nearby Wausau, Wisconsin.

THE POSITION

Reporting to the COO and a member of the management team, the Manager, Direct Response Operations will plan, monitor and effectively manage all order processing, picking, packing and shipping, customer service, in-house and out-sourced call center operations, and third-party fulfillment accounts on behalf of Nueske’s Direct Response Division.

Primary objective: Achieve maximum order throughput and shipping efficiency within approved budget standards. A Fulfillment Supervisor and Call Center Supervisor report to this position. Combined they oversee 6 full timers, 15 part timers and a seasonally ramped up staff of approximately 100 team members in the fourth quarter.

POSITION RESPONSIBILITIES

 Plan use of facilities, equipment and personnel to meet company operating needs, including creation of budgets and guidelines, work area layout, improvements and close oversight of approved capital spending projects

 Forecast and schedule personnel requirements and workflow patterns to maximize order processing and shipping at costs or under approved budget

 Evaluate, hire, train, manage and terminate personnel; conduct annual performance reviews in a timely, professional manager

 Develop and implement ongoing training programs to ensure that incoming order processors, telephone service representatives and fulfillment personnel provide Nueske’s customers with the highest level of courteous, professional service

 Establish and maintain specific performance objectives for key operations activities, including order processing, customer complaint resolution, order picking, order packing, order shipment, etc.

 Issue weekly and monthly reports to the COO relating to orders received, orders shipped, complaints received, complaints resolved, out-of-stock items, packing error rates, product returns by reason and other reports as may be requested

 Implement and maintain accurate code-tracking and reporting procedures for all direct response promotional campaigns

 Maintain high level of security in all operations areas; attend to facility and property so it appears attractive and professional

 Through constant attention to general housekeeping and proper use of equipment, ensure a safe working environment for personnel; where appropriate, take prompt action to correct hazardous conditions and practices

 Develop or modify operations policies and procedures as necessary to coincide with established company policies

 Direct and assist all direct reports and subordinates in planning, execution, systems and management techniques with the objective of preparing them to assume greater responsibilities within the company

 Maintain open communications with the COO and all Management Team members to address and overcome operating problems and difficulties; develop and maintain effective internal relationships to minimize the negative effects of “communication by impression”

 Assure that all actions taken with regard to direct reports and subordinates are in accordance with established company policies

 Perform special assignments as requested by the COO

Qualifications:
The successful candidate will be a skilled direct marketer with direct response call center, pick and pack and fulfillment (with a catalog company), and management of 3rd party outside fulfillment experience.

Highly motivated and organized, this individual must be a skilled manager (5 - 7 years experience), leader and team player.

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Employer:
Nueske’s Applewood Smoked Meats
Contact:
George Buchanan

Work Phone:
(715) 253-4008

Fax:
(715) 253-4048

Email:
gbuchanan@nueske.com

Website:
http://www.nueskes.com/