Operations Leader

Fueling the business of fun.

Not just a game-changer, it's a life-changer. Designed to deliver a superior guest experience, the software solutions platform is a complete integrated solution made to enable business owners to achieve greater operational efficiency while reducing costs and increasing profitability.

With Embed's platform, a business (single or multi-location) has real-time visibility and control across the entire operation: a full range of games management, real-time prize inventory, from guest party planning and bookings via mobile to integrated point-of-sales, including bundles and upsell packages, self-recycling game card kiosks and so much more. And it is all interconnected.

We have offices across the globe: USA, EMEA, and Asia. With more than 1,000 customers and over 3,000 installations in 56 countries, we are equipped and ready to empower Family Entertainment businesses with direct sales, services, and support anytime, anywhere.

We are in the business of fun and no one takes fun more seriously than us, which is why we put our people at the heart of everything we do, and how we do it. Get inspired because no one's having more fun than us.

Job Summary

The Operations Leader will have the responsibility to 1. Lead internal and customer facing communication for the Logistics, Parts, and RMA departments, 2. Escalation point of contact for customers and internal team members related to Logistics, Parts, and RMA requests and incidents, 3. Lead the Quote to Cash process for the Parts and RMA departments, 4. Provide timely, consistent, and best-in-class customer service via telephone, email, chat, and any future channel, and 5. Help team members through difficult incidents and requests and communicate directly with customers if intervention is required, and 6. Lead actions and activities to ensure team members achieve their individual and group KPIs.

In addition, the Operations Leader plays an important role in leading by example and adhering to and helping team members adhere to prescribed departmental procedures and provide support in a consistent and similar manner in handling customers' incidents and requests. This involves partnering with customers, team members, and other departments to solve problems and provide alternative ideas to deliver timely, consistent, and sound solutions.

Key Responsibilities

Leadership:

• Provide timely, consistent, and best-in-class customer service via telephone, email, chat, and any future channel and communicate proactively with customers using clear, professional, and effective communication.
• Lead by example and adhere to prescribed departmental procedures to ensure customers receive support in a consistent and similar manner.
• Lead, mentor, and coach team members to provide timely, consistent, and best-in-class customer service via telephone, email, chat, and any future channel.
• Lead, mentor, and coach team members through difficult events and communicate directly with customers and other departments if intervention is required.
• Defuse customer incidents and intervene to appease unhappy customers if team members are unable to meet customers' needs satisfactorily.
• Partner with customers, team members, and other departments to solve problems and provide alternative ideas to deliver timely, consistent, and sound solutions.
• Continuous improvement mindset and an openness to new approaches and solutions to enhance the supply chain and logistics process.
• Explore opportunities and implement improvements to enhance and transform processes and practices.
• Available and on-call to solve customer escalations if required.
• Depending upon the region, conduct performance reviews, approve staff leave requests, and adjust and approve timecards.
• Rectify staffs' day-to-day performance quickly to deliver timely, consistent, and best-in-class customer service.
• Provide consultation and solutions to poor performing staff.
• Monitor telephone calls, emails, chats, and any future channel queue to ensure the delivery of timely, consistent, and best-in-class customer service.

KPIs:

• Partner with Supply Chain leaders to determine team members individual and group KPIs and drive actions and activities to ensure team members achieve their individual and group KPIs.
• Achieve individual KPIs and help team members achieve group KPIs (we are one team).
• Achieve service levels in accordance with Service Level Agreements (SLAs).

Training:

• Assess team members' training needs and partner with Supply Chain leaders to ensure team members are prepared to provide timely, consistent, and best-in-class customer service.
• Ensure team members leverage approved internal knowledge base articles to deliver up to date service to our customers.
• Create, document, and share procedures and knowledge base articles for the overall development of the team members' competencies.

Individual:

• Lead all internal and customer facing communication for the Logistics, Parts, and RMA departments.
• Escalation point of contact for customers and internal team members related to Logistics, Parts, and RMA requests and incidents.
• Lead the Quote to Cash process for the Parts and RMA departments.
• Lead the reader serial number generation process.
• Coordinate with vendors and internal team members on inbound and outbound, domestic and international logistics.
• Provide clerical support on inbound and outbound, domestic and international logistics.
• Maintain logs and records of required documentation.
• Create and ensure the accuracy of the weights, dimension, etc. used on domestic and international Air Waybills (AWB) and Bill of Lading (BOL) documents.
• Research and ensure the accuracy of the HS and HTS codes used on Commercial Invoices for international shipments.
• Partner with the Supply Chain Operations Manager to review historical trends, identify drivers, and evaluate operational performance/KPIs to improve inventory accuracy.
• Escalate incidents proactively and in a timely manner.
• Triage inbound internal and external customer requests, prioritize tickets in the queue, and solve tickets accordingly.
• Investigate and troubleshoot incidents raised by customers; provide timely and consistent responses via telephone, email, and any future channel.
• Communicate proactively with customers using clear, professional, and effective communication.
• Use data analytics to make data-driven decisions.

Special Requirements

• Attend morning and evening calls to coordinate activities with others in different time zones.
• Onsite Third-Party Logistics visits are required.
• While performing the Key Responsibilities, ability to:
  • Walk long distances.
  • Stand on hard surfaces for extended periods of time.
  • Bend, squat, kneel, and lift heavy objects greater than 50 lbs (23 kg).
  • Work on ladders.

Required Skills and Experience

• 4-6 years' experience working in a fast-paced corporate environment is preferred.
• Bachelor degree in supply chain or equivalent education or work experience.
• Intermediate level with Oracle NetSuite is preferred or equivalent ERP work experience.

• Practitioner ability in prioritising and balancing time among multiple activities.
• Practitioner level in troubleshooting, problem solving, and critical thinking skills.
• Highly organized and a meticulous attention to detail.
• Demonstrate good judgement using facts and analytics.
• Expert level in communicating both written (grammar and punctuation) and verbal.
• Natural desire to help people.
• Practitioner level in building strong relationships with customers and with team members.
• Practitioner level in handling customers with patience, tact, and empathy.
• Practitioner level in internal and external conflict resolution and negotiation skills.
• Intermediate level with Microsoft Excel, i.e., pivot tables, equations, etc.
• Intermediate level with Oracle NetSuite is preferred or equivalent ERP work experience.
• Incessant desire to ensure accuracy of inventory and inventory moments.

What do we offer:

• PPO Medical coverage with four plan options to choose from based on individual needs
• PPO Dental & Vision (company paid for employees only)
• Life Insurance, Short & Long-Term Disability (company paid)
• Accident, Critical Illness, and Hospital Confinement
• 401(k) with generous company match (100% of the 1st 3% employee contribution and 50% on the next 2% of employee contribution)
• Paid time off to include vacation, sick, holidays, and birthday
• Free parking lot and access to fitness center in office building
• Robust Learning Management System for employee growth and development