OVERVIEW
Dillabaugh’s Flooring America strives to be the #1 full-service installation company in the world. The DFA Fulfillment Division Manager is responsible for the successful completion of installation projects. This includes new construction, restoration, and residential work. This position provides oversight to the Fulfillment Division team to ensure the effective project management of both new jobs, as well as customer service claims in a timely and accurate fashion. This is a fast-paced, highly detailed role, requiring excellent leadership, communication, multi-tasking, and problem-solving skills. You are the OWNER of the Dillabaugh’s customer service experience.
JOB RESPONSIBILITIES
- Lead the Fulfillment team and subcontractors to accomplish all job duties and follow all pre-
established systems in a timely fashion – responsible for the successful completion of all jobs - Responsible for monitoring the daily performance and behavior of all Fulfillment team members and
providing consistent leadership (affirmation/coaching/correction/vision/problem solving/etc.) - Ensure the four main “legs of the stool” are considered when making decisions – The Company
(financial and reputation), The Customer (service experience and product satisfaction), The Sales
Professional (internal communication and relationships), The Subcontractor (an essential component
to the success of our business model) - Keep the team on task and focused amidst the daily multitude of details and distractions – understand
and communicate what to prioritize as typical construction related issues arise through the workday - Ensure completion of new subcontractor onboarding – including workman’s comp, warranties, W9’s,
liabilities, defining expectations, etc. - Master all Fulfillment team processes and skills to adequately train, coach, and cover positions if/when
necessary - Evaluate and manage upcoming jobs via Mobile Measure files to preemptively identify and correct
potential issues (shortages, missing transitions/products, incorrect labor lines, etc.) - Ensure all customer service issues are tracked appropriately and responded to in a timely manner
- Continuously update subcontractor data/grade/classification in Schedule Pro per QCM
- Responsible to maintain healthy relations between the company and subcontractors
- When necessary, represent company in small claims court actions and appearances
- Responsible to ensure all Fulfillment Division staff and subcontractors maintain proper hygiene, meet
dress code requirements, and consistently have positive attitudes (meet DFA Core Values)
QUALIFICATIONS / SKILLS
- Leadership Skills
- Drive Results
- Managing Customer Needs
- Team Building
- Empathy
- Listening Skills
- Managing Processes
- Flooring Knowledge
- Conflict Management
- Positive Attitude
- Tablet/Computer Skills
- Communication Skills
- Ability to Follow Through
- Time Management
- Excellent Task Management
REQUIREMENTS
General flooring/construction knowledge with the ability to identify and resolve flooring specific issues
Communicates well with all personality types and attitudes – the ability to remain positive amidst chaos
Extensive floor covering experience in multiple surfaces (hardwood, carpet, tile, LVT, etc.)
Excellent computer, leadership, communication, and organizational skills
CORE COMPETENCIES
TECHNOLOGY: Highly competent/adaptable regarding computers, tablets, phones, emails, hardware, software, calendars
COMMUNICATION: Dynamic communication skills – professional, calm, consistent, timely, concise, productive, provides clarity and direction, promotes positivity
ORGANIZATION: Comprehensive project manager – highly efficient executing multiple jobs, details, information, staff, installers – highly responsive to return calls, answer emails, respond to texts, and never misses deadlines
LEADERSHIP: Lead, manage, hold-accountable (LMA) – hire, coach, train, affirm, correct, discipline – lead teams to achieve results – ability to make and own decisions – commander/captain/mentor
PROACTIVE: Ruthless sense of urgency – always thinking two moves ahead – a master chess player – strategic – calculated decision making to continually improve people and processes – evaluate and integrate emerging technologies to increase productivity
CAPACITY: The talent and aptitude to juggle multiple tasks, jobs, and people effectively without dropping any balls, missing any deadlines, or overlooking any details – the competency to spin multiple plates and never lose your cool
KNOWLEDGE: Broad understanding of industry standards, federal and state regulations, company operations and culture, and positional goals and objectives
PURPOSE: Understands and communicates the Fulfillment team’s role in the bigger picture – embraces and cultivates a healthy team culture – lives out the company mission and values – drives the staff to perform through thoughtful encouragement and necessary correction – to ultimately build a team that is strong, healthy, functions efficiently, and is growing personally and professionally