Operations Manager at Ultrafabrics in Leicestershire, England, UK
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Job Description
<p><strong>Position Summary</strong><br>The Operations Manager at Ultrafabrics is a critical leadership role responsible for spearheading operational excellence and customer service standards for our premium brand. With a focus on optimizing processes, managing resources, and fostering collaboration across international offices, this position plays a key role in driving efficiency and ensuring exceptional service to our customers.</p><p><strong>Principal Responsibilities/Duties</strong></p><ul><li>Oversee all aspects of daily operations to ensure smooth and efficient functioning</li><li>Develop and implement operational policies and procedures to optimize workflow and productivity</li><li>Collaborate with various departments to streamline processes and enhance operational effectiveness</li><li>Monitor inventory levels and coordinate with production teams to ensure timely replenishment</li><li>Identify opportunities for process improvements and cost savings</li><li>Handle escalated customer issues, resolving them promptly and professionally</li><li>Coordinate closely with sales team to ensure customer satisfaction</li><li>Implement strategies to enhance the overall customer experience and exceed expectations</li><li>Liaise with the overseas US office to facilitate seamless communication and collaboration</li><li>Coordinate cross-functional initiatives and projects with international counterparts</li><li>Provide regular updates and reports to senior management on international operations and customer service metrics</li><li>Act as a bridge between the UK and US offices, fostering a culture of teamwork and cooperation</li><li>Track KPI’s related to operations, inventory, customer service, and logistics</li><li>Analyze data to identify trends, opportunities, and areas for improvement</li><li>Prepare regular reports and presentations to communicate findings and recommendations</li><li>Recognize deficiencies in systemic processes and articulate systemic needs based on previous experiences and well as from a business case justification</li><li>Work directly with IT team to support the implementation of new systems to manage customer relationships, track sales leads, and analyze customer data</li></ul><p><strong>Customer Service</strong></p><ul><li>VAT/Customs billing</li><li>Invoicing/collections</li><li>Inventory planning</li><li>Customer pricing</li><li>Vendor negotiation</li><li>P&L analysis – including budgeting and forecasting</li></ul><p><strong>Critical Challenges</strong></p><p>This role will require strategic leadership, proactive problem solving, and collaboration across teams to drive operational excellence and deliver exceptional customer service in a competitive market. To be successful, the Operations Manager must have knowledge of supply chain management, ensure regulatory compliance when shipping across various countries, leverage data-driven insights, and understand the importance of integrating technology effectively to drive success in a dynamic and evolving business environment.</p><p><strong>Unique Knowledge & Skills/Key Requirements</strong></p><ul><li>Bachelor’s degree required</li><li>Certifications such as CPIM, APICS, Six Sigma and similar a plus</li><li>Excellent business acumen</li><li>Understanding of global business dynamics, including cross-border trade regulations</li><li>Understanding of EDI a plus</li></ul><p><strong>External Contacts</strong></p><ul><li>Vendors</li><li>Suppliers</li><li>Auditors</li><li>Agents</li><li>Legal Counsel / Regulatory Agencies</li><li>Logistics Providers</li><li>Customers</li></ul><p><strong>Internal Contacts</strong></p><ul><li>Executive Leadership Team</li><li>Marketing & Branding</li><li>Finance Team</li><li>Product Development</li><li>US Operations Team</li><li>US & UK Customer Service Teams</li><li>US Logistics Team</li><li>US Purchasing Team</li><li>US IT Team</li><li>UK Sales Team</li></ul><p><strong>Problem Solving & Decision Making</strong></p><p>What types of decisions are referred to the next level?</p><ul><li>Spending above a certain level</li><li>Sign off on contracts/terms and conditions/NDA</li><li>On boarding/Off boarding</li></ul><p>£55,000.00 - £65,000.00</p>
AI Powered Job Insights
Operations Manager Position Just Posted! Ultrafabrics is on the lookout for a skilled Operations Manager to drive operational excellence for their premium brand. This role is pivotal in optimizing processes, managing resources, and enhancing customer service across various offices. 📍 Location: Leicestershire, England, UK 💼 Position: Operations Manager ⏰ Type: Full-time 📅 Date Posted: 2024-06-10 Role Summary: - Spearheading operational excellence and customer service standards. - Focusing on optimizing processes while managing resources and fostering collaboration. - Reporting to senior management on international operations and customer service metrics. What You'll Do: - Oversee daily operations for smooth functioning. - Develop and implement operational policies and procedures. - Collaborate with cross-functional teams for enhanced effectiveness. - Handle escalated customer issues with professionalism. - Liaise with overseas teams to facilitate communication. - Track KPIs related to operations, inventory, and customer service. - Work with the IT team to support new system implementations. What's Needed: - Bachelor’s degree required; certifications such as CPIM, APICS, or Six Sigma are a plus. - Excellent understanding of supply chain management. - Knowledge of global business dynamics and cross-border trade regulations. - Skill in data analysis for trend identification and improvement areas. Compensation: - The salary range is between £55,000.00 - £65,000.00.
Top Interview Questions
- Q: Can you describe your approach to optimizing operational processes within an organization?
A: My approach to optimizing operational processes begins with thorough data analysis to identify bottlenecks and inefficiencies. I utilize methodologies like Lean and Six Sigma to streamline processes, eliminate waste, and enhance productivity. For instance, in a previous role, I implemented a new inventory management system that reduced lead times by 30% and increased order accuracy, ultimately improving customer satisfaction.
- Q: How do you manage cross-functional teams to ensure successful collaboration in international operations?
A: I prioritize open communication and regular check-ins to align goals across diverse teams. Establishing clear roles and responsibilities helps mitigate misunderstandings. Tools like project management software aid in tracking progress. For example, by coordinating closely with both the US and UK teams on a recent project, we successfully launched a new product line ahead of schedule, meeting both local and international standards.
- Q: What strategies do you employ to handle escalated customer issues effectively?
A: When handling escalated customer issues, I adopt a proactive approach by actively listening to the customer’s concerns and validating their feelings. I take ownership of the resolution process and involve relevant departments as needed. For example, I once resolved a shipping error by collaborating with logistics and customer service to offer the client a substantial discount on their next order, which not only fixed the immediate issue but also retained their business.
- Q: Can you discuss your experience with inventory planning, and how you ensure timely replenishment?
A: In my previous role, I implemented an automated inventory tracking system that monitored stock levels in real time. I employed forecasting techniques based on historical data and seasonal trends to anticipate demand. This proactive approach allowed us to reduce stockouts by 25% and optimize order quantities, ensuring we maintained sufficient inventory to meet customer demands without overstocking.
- Q: Describe how you would analyze KPIs related to customer service and inventory to drive operational improvements.
A: I analyze KPIs by first establishing baseline metrics and identifying key areas for improvement. For customer service, I focus on metrics such as response time and satisfaction scores, while for inventory, I analyze turnover rates and stock levels. Regularly reviewing these metrics allows me to identify trends and areas needing attention. For instance, if satisfaction scores drop, I would investigate operational bottlenecks that could be impacting service and implement targeted training to address the issues.
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Salary Benefits
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Apply for the Operations Manager position at Ultrafabrics in Leicestershire, England, UK using https://www.linkedin.com/jobs/view/3943027658
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