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B2B Customer Care Manager

Company: Overhead Door Corporation
Location: Corpus Christi
Posted on: May 16, 2020

Job Description:

The Division: Horton Automatics services the commercial and industrial markets with a variety of automatic entrance systems. Based in Corpus Christi, Texas, Horton Automatics builds about 35,000 automatic doors, revolving doors, security entrances and windows annually. Its customers include restaurants, hospitals, nursing homes, airports, hotels, casinos, office buildings, convenience stores, retail food stores and government buildings. Duties/Responsibilities: Manages Customer Care Representatives and assigns work on all functions of customer service. Maintain an accurate account of incoming/outgoing customer calls. Collect and analyze call-center statistics/customer service metrics. Process parts orders, replacement orders, and no charge warranty orders. Responsible for the maintenance, compliance to, and periodic update of the Customer Service Standard Operating Procedures. Develops and maintains an effective department through proper selection, training, and assignment of personnel. Investigate and respond to customer order/billing inquires. Provide warranty information and assistance. Directs meetings to resolve problem accounts and quality problems. Coordinates schedule changes with salespeople, customers, and company departments, for the timely shipment of products according to customer requirements. Provides field technical services to customers in compliance with contract requirements, including installation and maintenance. Works with distributors to inform them of unit prices, shipping dates, anticipated delays, and back orders. Educational Requirements: Minimum of an associates degree with three years experience in customer service or six years experience in customer service or related roles. Qualifications: Three to five years customer service or telephone experience/employment in a technical call center environment. One to two years in a leadership role in a call center/customer service environment. A positive individual who is extremely professional with high integrity and strong work ethics. Honor confidentiality of proprietary Company information. Must have excellent written and verbal communication skills. Strong presentation skills with the ability to demonstrate our brand to both small and large groups with marketing tools and manuals. Good listening skills. Ability to participate as a team member on projects that involve or impact the activities of the entire Company. Customer service orientation and emphasis on results, diplomacy, multitasking and priority setting. Must possess computer proficiency in MS Office (Microsoft Word, Excel, PowerPoint and Outlook). Experience with Customer Relations Management Software required; Oracle CX preferred.

Keywords: Overhead Door Corporation, Corpus Christi , B2B Customer Care Manager, Executive , Corpus Christi, Texas

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