Customer Care Manager

About Us 

OmniMax International is a leading North American building products manufacturer, headquartered in Atlanta, Georgia. We have 14 manufacturing facilities across the United States and Canada. As the top supplier in the residential roof drainage and roofing accessories markets, OmniMax has extensive scale, top brands such as Amerimax, Berger, Verde, and Flamco, and longstanding relationships with the nation's largest home center retailers and building product distributors. OmniMax International is owned by funds managed by SVPGlobal, a global investment firm with more than $18 billion in assets under management, established by Victor Khosla in 2001. Learn more at www.omnimax.com and www.svpglobal.com.

Elevate Your Industry Career!

We are looking for a skilled individual to join our team as a Customer Care Manager. They will be responsible for providing customers with exceptional experience while strengthening relationships between internal stakeholders (sales team, marketing, operations, and account management, etc..) and ultimately the end customer. This role provides general day-to-day direction to team members and serves as a go-to resource for issue resolution after escalation. Additionally, this role will be responsible for driving process improvements and collaborating with internal resources in order to drive continuous improvement efforts.

 

Benefits of Working With Us 

• Competitive compensation including paid time off and holidays
• Medical insurance (HDHP with HSA and PPO options)
• Prescription drug coverage
• Dental and vision insurance
• Pre-tax flexible spending account
• 401(k) retirement savings with employer match
• Basic and supplemental life and AD&D insurance
• Short-term and long-term disability insurance
• Pre-tax dependent care flexible spending account
• Wellness program with diabetes prevention, condition care, preventive care, and annual flu shot
• Employee Assistance Program

 

Requirements 

We are seeking a candidate with the following qualifications. 

• Bachelor’s degree or 6 years of experience in a related field
• Minimum of 2 years of experience managing a customer service team
• Minimum of 5 years of relevant experience in customer service in the manufacturing, construction or building products industries is recommended
• Strong stakeholder management skills required
• Strong business accumen required
• Experience in order management, using my analytical skills set to process orders or troubleshoot issues
• Experience working with Excel, Word, and order entry applications
• Knowledge of Salesforce and Oracle or other ERP is preferred

 

Duties and Responsibilities 

A typical day may include:   

• Oversee and drive the sales order management process from quote to cash, which includes manual and EDI orders.
• Direct the team of CCRs across assigned business functions, distributing workload appropriately.
• Serve as an escalation point of contact for customers (i.e., complaints, pending issues, etc.).
• Provide onboard training for new hires and ongoing training for existing staff.
• Compile and review reporting to ensure that key organizational metrics are being met (i.e., order quality, productivity, etc.).
• Partner and collaborate with sales leadership in order to develop and support the overall business market strategy (specifically with respect to top-line sales growth).
• Instill a proactive, account-management culture with in the customer service team to achieve customer retention goals.
• Facilitate collaboration during issue resolutions between sales and operations team to ensure quick assessment & resolution on any customer concerns/incidents, such as product substitutions and pricing.

Position Details 

• Full Time
• Located in: Duluth, GA

 

We are proud of our commitment to equal employment opportunities for all qualified job candidates and associates and ask that all associates support diversity and inclusion in the workplace. OmniMax prohibits unlawful discrimination based on age, race, color, sex/gender, sexual orientation, gender identity, pregnancy, national origin, religion, disability, genetic information, veteran status, or any other characteristic made unlawful by federal, state, or local laws.

Working together, we have a tremendous opportunity to define our company culture, grow our bus