B2B Customer Care Manager
Company: Overhead Door Corporation
Location: Corpus Christi
Posted on: November 23, 2020
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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