Customer Service Manager

Job Description

Customer Service Manager, Roofing Products

OMG Inc. is a leading manufacturer of fastening products and technologies for the commercial roofing and construction industries worldwide. Headquartered in western Massachusetts, OMG is an equal opportunity employer prioritizing the safety of our employees and customers. The company values integrity, teamwork, diversity, trust, respect, commitment, and a passion for excellence. OMG is a global company operating manufacturing facilities in Massachusetts, Illinois, and Minnesota.

Position Overview

OMG currently operates in two Divisions: OMG Roofing Products and FastenMaster? OMG Roofing Products is a leading global manufacturer and supplier of value-added components for the commercial roofing industry. The FastenMaster Division manufactures and markets innovative, premium quality wood-to-wood fasteners that are engineered to enable professional contractors to complete building projects safer, faster, and easier. The quality of our products and services is critical to the success of our company and our customers. OMG's goal is to provide customer service as a competitive advantage. Customers value interactions that are immediate and accurate and, when possible, informed by history, preferences and account details. The Customer Service Manager uses analytics to measure performance against goals, streamline service operations, forecast potential challenges and help the team facilitate field service support and product distribution. This position works closely with Sales, Operations and Marketing to track key activities and communicates customer issues back into the organization for quick resolution. The Customer Service Manager makes determinations regarding shipping priorities using a deep understanding of product status in our ERP. Key to success in this role is the ability to develop the Customer Service team to deliver a world class customer experience using accuracy, efficiency, consistency and a human touch.

Position Responsibilities
? Promote Safety as the Number One Priority of all OMG employees.
? Improve customer service experience, create engaged customers and facilitate organic growth.
? Take ownership of customers issues and follow problems through to resolution, handling high profile challenges directly.
? Set a clear mission for Customer Service team and work with Sales and Marketing management to develop and implement mission focused strategies.
? Improve customer service quality results utilizing continuous improvement tools, including evaluating and re-designing processes, establishing and communicating service metrics, monitoring and analyzing results, and implementing change.
? Utilize available data to analyze performance against goals for team, but also product availability versus demand.
? Work with Key Account Managers and Operations to prioritize product distribution based on customer demand.
? Develop customer service resources to provide an exceptional experience through strong leadership, motivation and inspiration.
? Maximize team performance by implementing metrics to track progress and report on performance against goals.
? Adhere to and manage approved department budget.
? Keep ahead of industry developments and apply best practices to areas of improvement, including the use of new technologies and or techniques.
? Update job knowledge by participating in educational opportunities, reading professional publications, maintaining personal networks, and participating in professional organizations.
? Perform other tasks as assigned.

Requirements

Position Requirements
? Bachelor's Degree preferred.
? 10+ years' experience in a customer service-related position (experience managing team of resource preferred).
? Ability to prioritize well, communicate clearly, and influence cross functional teams effectively.
? Demonstrated ability to develop team resources to deliver excellent customer experience.
? Demonstrated ability to develop strong comprehension of products and services.
? Ability to juggle multiple priorities and make things happen in a fast-paced, dynamic environment, demonstrating strong bias for action.
? Strong analytical and quantitative skills, including the ability to use hard data and metrics to back up assumptions and drive effectiveness.
? Strong presentation skills.
? Experience utilizing enterprise resource planning system (QAD preferred).
? Exceptional PC skills using the full MS Office Suite inclusive of Excel, PowerPoint and Word.
? Ability to travel up to 20%.
? Positive attitude, good judgment and excellent time management skills.
? Strong sense of responsibility and ownership.

Physical Requirements
? Prolonged periods of sitting and reaching; occasional bending, stooping, walking or other similar physical activity for inspection of cables and hardware.
? Extensive use of hands, fingers and arms in operations requiring constant handling of paper documents, computing and entering data using a computer keyboard, mouse, power tools and other computer components.
? Clarity of vision at 20 inches or less to read and enter numerical data.
? Ability to hear normal verbal conversation with or without corrective devices to communicate with co-workers and customers.
? Ability to walk, stand, stoop, kneel, crouch, crawl, use hands to handle, or feel objects, tools, or controls, reach with hands and arms, climb or balance; and occasionally lift/push/pull/carry up to 25

Must be able to complete all essential job functions listed in the position responsibilities, with or without reasonable accommodation.

Benefits:
? Robust Safety Team to prioritize your safety
? Diversity,Equity Inclusion Councilpromotes an inclusive environment where all employees feel valued, respected, and heard
? Medical, Dental, Vision coverage
? Life Insurance, Short Term and Long Term Disability, etc.
? 401(k) and Roth IRA options, with company match, after 30 days
? Paid Holidays - no waiting period
? Multiple Bonus Opportunities, such as referrals and new hires
? Tuition Reimbursement
? Wellness MembershipReimbursement
? On Site Yoga, Massage Fitness Training
? Career Advancement Opportunities
? Employee Recognition Programs
? Summer BBQ's, Transparent Communication, Health Wellness Challenges, and many otherEmployee Events
? Financial WellnessProgram
? Raffles, OMG gear, prizes... and more!