Rebate Processing - Services - Central Operations Supervisor

Position Summary

This position is responsible for supervising the functions of the Central Processing department and supporting operational activities for Services and Products.  This role will monitor the efficacy of the department, improve operating processes, and report to upper management.  This is a player/coach position.

Essential Duties and Responsibilities

This list of duties and responsibilities is not all-inclusive and may be expanded to include other duties and responsibilities, as management may deem necessary from time to time.

• Reinforce the application of superior customer service through his or her own example along with appropriate follow through. Conduct specific periodic meetings and presentations on this topic with team members.
• Provide leadership, training and supervision within the department; performs direct supervisory duties of department staff; and coordinates staff for coverage in all related areas of department operations.
• Complete the same work of an Operations Coordinator/Specialist.  Follow detailed, standard practices and operating procedures to review and process applications and varied, supporting documents for accuracy and completeness
• Monitor staff in daily tasks, operations and quality control to achieve daily production goals, quality goals and KPIs (key performance indicators)
• Support contract and rebate administration
• Complete administrative tasks correctly and on time.
• May perform all related support staff duties as required. Assume responsibility for various department functions in the absence of staff members or in overload situations.
• Process, solve, and answer difficult problems or inquiries.
• Assist with the development and growth of assigned department staff through excellent communication skills, both verbal and written, along with strong delegation skills assuring a highly cross-trained staff.

• Interact with customers via all channels including but not limited to: phone, email and chat.
• Support other departments and other department tasks as needed.

• Treat people with respect; keeps commitments; inspires the trust of others; works ethically and with integrity; upholds organizational values; and accepts responsibility for own actions.
• Assist with personnel actions including performance appraisals, disciplinary actions, and interviewing candidates for employment.

Position Requirements

Education and Experience

• Associate degree or equivalent work experience
• 1 - 3 years’ experience in operations roles; preferably with production based/customer service experience

Required Skills, Knowledge and Abilities

• Strong customer/client service and communication skills
• Must be able to handle a wide work variety and work in a fast-paced environment
• Must be detail oriented, organized, self-starter with an ability to prioritize workload.
• Proficient with Microsoft Office, specifically Excel (pivot tables/data analysis functions), Word, Outlook and Visio
• Ability to work within database systems, including data export and reporting
• Ability to communication effectively, both verbally and in writing with customers, clients and employees
• Ability to analyze and interpret data and solve practical problems
• Knowledge/functional ability with mathematical concepts including fractions, percentages, ratios and other concepts necessary for department performance analysis
• Committed to diversity and inclusion
• Reliable transportation

Licenses & Certifications

• Valid driver’s license

Travel Requirements

• Willingness to travel up to 5%

Compensation & Benefits: Franklin Energy reasonably expects the starting salary for this position to fall between $65,000.00 and $72,000.00 Annually. The final offer will be determined based on relevant experience, skills, qualifications, internal equity, geographic location, and business needs. Franklin Energy offers a comprehensive benefits package, including medical, dental, and vision coverage; retirement benefits; paid time off; paid holidays; and other company-sponsored benefits and programs.