The General Manager (GM) of the Distribution Center (Retail Service Center - RSC) is responsible for the organizational health of the operation and performance of the facility. This position must have a proven track record of success in leading a team of salaried and hourly staff. Operationally, the GM must be able to successfully care for the safe and accurate receipt, storage, order fulfillment and delivery of +68,000 sku’s to our Member-Owned stores. The GM must be able to communicate effectively to everyone within his/her 360-degree scope verbally and in writing. This includes but is not limited to salaried and hourly staff, corporate headquarters personnel, business development staff, member stores and vendors.
Maintain and consistently improve the corporate culture of “Serving others the way you’d like to be served.”
Motivate, inspire and manage a large staff of managers, employees and seasonal workers.
Accomplish RSC talent objectives by recruiting, selecting, onboarding, training, developing, coaching, counseling, and disciplining all staff members; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; and enforcing policies and procedures.
Responsible for P&L/Budget management for the RSC.
Monitor and manage all revenues and expenses that impact P&L performance.
Ensure that customer's service expectations are met, including achieving all service levels metrics and quality performance goals.
Communicate and interact with customers and various internal departments (i.e. IT, HR, Accounting, etc.) in order to resolve issues, capitalize on opportunities and improve business and service performance.
Achieves RSC operational objectives by contributing RSC operations information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality and customer-service standards; resolving problems; completing audits; and identifying trends
Develops RSC operations systems by determining product handling requirements; developing, implementing, enforcing, and evaluating policies and procedures; developing processes for receiving product, equipment utilization, inventory management and shipping
Analyze process work flow, manning and space requirements, and equipment layout; implementing changes frequently with the appropriate methodologies
Collaboratively works with critical business partners at other distribution facilities, in the Corporate Office and with our member stores
Maintains a safe and healthy work environment by establishing, following, enforcing standards and procedures; complying with OSHA regulations and corporate objectives.
Secures property by developing protection and access policies and procedures
Ensure the RSC operates efficiently and in accordance with standard operating procedures
Ensure company policies are communicated, administered and enforced (i.e. accounting, operational, regulatory and administrative)
Maintains an active leadership role in managing turnover to the appropriate level (among exempt and non-exempt staff members.
Ensures staff members have proper access to the necessary tools to perform their assigned duties and that the tools are routinely accounted for and adequately maintained
Must be at work on a regular and predictable basis or as scheduled and follow company policies and procedures and maintain a safe work environment
Education and Experience (minimum):
10 years of applicable warehousing/distribution center management experience
3+ years of supervisory experience required
5+ years of experience in a large, high volume DC facility strongly preferred
Small Parcel Processing experience
Skills and Abilities
Excellent Leadership ability
Strong coaching and employee development skills and experience
Strong interpersonal skills with the ability to motivate and inspire others
Strong Human Resource capabilities or background
Advanced customer interaction skills with the ability to communicate effectively
Proactive problem solving ability
Strong judgment and decision-making ability
Demonstrated competency in budgeting, forecasting and planning
Proven history of profit and loss management
Effective listening, communication (verbal and written) and negotiating skills
Manages time effectively and adapts quickly to changing priorities
Experience with design and layout of distribution facilities and best-in-class operations
Demonstrated understanding of managing product flow including; receipts of products, movement within the flow through operations, functional operations
Demonstrated knowledge of warehouse management systems
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