CSR Manager

$85,000 - $85,000/Yr

Omniduct Systems - Buena Park, CA

Full-time - Mid Level

Buena Park, CA

About the position

The CSR Manager is responsible for overseeing the daily operations of the customer service and inside sales departments at OmniDuct, focusing on delivering exceptional customer experiences. This role involves managing customer order processing, ensuring effective communication between customers and internal teams, and fostering a proactive service culture. The CSR Manager will lead and mentor the team, drive innovative problem-solving, and uphold the company's commitment to service excellence.

Responsibilities

• Create a Safety First Culture.
• Adhere to OmniDuct's Mission Statement, Values, Vision, and Customer Service Essentials.
• Manage the day-to-day operations of the CSR and Programming Departments.
• Delegate and provide direction to direct reports.
• Ensure direct reports are following processes and procedures.
• Monitor company's and department's KPIs and engage team to improve results.
• Act as a liaison between customers and internal departments to develop solutions for customer challenges.
• Promote continuous improvement culture in the department.
• Regularly meet and communicate with outside sales team and department heads.
• Actively meet with team to provide feedback on performance and brainstorm ideas for improvement.
• Monitor direct reports' daily attendance and ensure compliance with company policies.
• Evaluate the need for tools and resources to help the department succeed.
• Meet with management to provide updates on department performance and address challenges.
• Address customer concerns and resolve them immediately.
• Monitor production schedule based on capacity.
• Assist CSRs with troubleshooting orders.
• Prioritize and delegate workload of CSRs and programmers as necessary.
• Facilitate training to entry-level CSRs on SOPs and systems.
• Audit quote/order entries for accuracy.
• Review Past Due/Open orders report and alert corresponding CSRs.
• Work with all departments to achieve timely customer order fulfillment.
• Perform daily '3S' of work area to maintain a clean, safe, and standard workspace.

Requirements

• High School Diploma or GED required; Business Degree preferred.
• 5 years of HVAC Sheet Metal experience preferred.
• 5 years of HVAC field installation experience preferred.
• 1 year of CAD experience preferred.
• 10 years of value engineering experience in HVAC duct manufacturing a plus.
• 10 years of experience with SMACNA Standards a plus.
• Intermediate level experience in Excel.
• Math skills, particularly in Geometry.
• Ability to read and interpret customer drawings and sketches.
• Good communication skills, both verbally and in writing.
• Enthusiastic and friendly demeanor.
• Proper phone and email etiquette.
• Working knowledge of computers including Microsoft Office and Windows operating systems.
• Basic typing skills (45 wpm) and 10-key entry.
• Ability to recognize and maintain confidentiality of information.
• Regular, timely attendance.

Nice-to-haves

• Experience entering orders in CAMduct is a plus.

Benefits

• 401(k)
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance