Daikin Group
Order Services Manager
Daikin Group, Waller, Texas, United States, 77874
DAIKIN TX TECHNOLOGY PARK19001 KERMIER ROADWALLER, TX 77484, USA
The Order Services Manager serves as the leader of a team of CSRs and planner(s). This position is an integral member of the Logistics department and drives customer service satisfaction. Serve as the face of the organization to your assigned region. Balance customer needs with those of the corporation to find the right balance to meet company goals. Applies good judgement, integrity and strong work ethics on the job and acts with the highest level of professionalism.Position Responsibilities may include:Direct management of a team of CSRs and Planner(s)Daily interaction with their regional branch managers (COD) and distributorsRepresent Goodman and serve as the point of contact to all customersResponsible to drive the right behaviors within the teamEstablish, track, and meet annual goals and metrics; Fill Rate, Inventory Turns, Cube Maximization (trucks), Phone (answer rate)Quick resolution of customer issuesDaily interaction with internal departments (relationship building)Daily building of trucks and the quantity shipped each dayResponsible for ensuring that our commercial relationships and transactions are consistent with the export control and sanctions laws of the United StatesMaintain export records according to the Export Administration Regulations to keep track of documentation and other information crucial to a successful export shipmentResolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolutionMaintain financial accounts by processing customer adjustments and processing Return Authorizations as neededMaintain an organized system of tracking and prioritizing orders and inventory to ensure total and prompt fulfillmentManage, identify, research and resolve customer equipment and/or service parts shipping disputesAssist and follow-up on customer inquiries not immediately resolvedIdentify and implement process improvements and technological automation of the order entry and fulfillment processAssist other Managers in overflow of day-to-day job functions and projects to support ongoing business needsNature and Scope:Ensures work is aligned with the Director’s expectations, goals, and visionAccountable for implementation of policies, processes, and procedures for short-term resultsDecisions and problem-solving are guided by policies, procedures and business plan; receives guidance from Senior Manager/DirectorWorks on difficult to moderately complex issues and projectsProvides guidance and training to subordinatesHas authority to hire, recommend pay, establish performance and recommend for terminationLevel of signing authority established by company policy/guidelinesKnowledge and Skills:Strong HVAC product knowledgeExcellent customer service and relationship management skillsExperience and strong knowledge with process improvement systems; continuous evaluation of key performance indicators, opportunities identified and process improvements implementedExcellent leadership skills; able to envision, develop, direct, manage, delegate responsibility and authority and motivate an organizationProficient in Microsoft Office – Outlook, Word, Excel, PowerPoint and Microsoft SQL ServerAbility to analyze data to identify key business indicators and trends that drive resultsDemonstrated analytical, quantitative and creative problem-solving skillsEffective organization, time and project management skillsEffective communication skills and ability to collaborate effectively with all levels of the organizationResults-oriented, dedication to excellence and sense of urgency to achieve business objectivesAbility to work cross-functionally within the organization and with a complex and diverse set of stakeholdersExperience:6-10 years of related experience5+ years of direct leadership / management experienceEducation:Bachelor’s DegreePeople Management: YesPhysical Requirements / Working Environment:Must be able to perform essential responsibilities with or without reasonable accommodations. The ability to work in an office environment – sitting at a desk for at least 8 hours per day.Reports to:Director of Order ServicesQualified Applicants must be legally authorized for employment in the United States. Qualified applicants will not require employer-sponsored work authorization now or in the future for employment in the United States.The Company provides equal employment opportunity to all employees and applicants regardless of a person’s race, color, religion (including religious dress or grooming practices), creed, national origin (including language use restrictions), citizenship, uniform service member or veteran status, ancestry, disability, physical or mental disability (including HIV/AIDS), medical condition (including cancer and genetic characteristics), genetic information, request for protected leave, marital status, sex, pregnancy, age (over 40), sexual orientation, gender, gender identity or expression, political affiliation, or any other characteristic protected by law. The Company will comply with all federal and state regulations and statutes pertaining to individuals with disabilities.
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The Order Services Manager serves as the leader of a team of CSRs and planner(s). This position is an integral member of the Logistics department and drives customer service satisfaction. Serve as the face of the organization to your assigned region. Balance customer needs with those of the corporation to find the right balance to meet company goals. Applies good judgement, integrity and strong work ethics on the job and acts with the highest level of professionalism.Position Responsibilities may include:Direct management of a team of CSRs and Planner(s)Daily interaction with their regional branch managers (COD) and distributorsRepresent Goodman and serve as the point of contact to all customersResponsible to drive the right behaviors within the teamEstablish, track, and meet annual goals and metrics; Fill Rate, Inventory Turns, Cube Maximization (trucks), Phone (answer rate)Quick resolution of customer issuesDaily interaction with internal departments (relationship building)Daily building of trucks and the quantity shipped each dayResponsible for ensuring that our commercial relationships and transactions are consistent with the export control and sanctions laws of the United StatesMaintain export records according to the Export Administration Regulations to keep track of documentation and other information crucial to a successful export shipmentResolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolutionMaintain financial accounts by processing customer adjustments and processing Return Authorizations as neededMaintain an organized system of tracking and prioritizing orders and inventory to ensure total and prompt fulfillmentManage, identify, research and resolve customer equipment and/or service parts shipping disputesAssist and follow-up on customer inquiries not immediately resolvedIdentify and implement process improvements and technological automation of the order entry and fulfillment processAssist other Managers in overflow of day-to-day job functions and projects to support ongoing business needsNature and Scope:Ensures work is aligned with the Director’s expectations, goals, and visionAccountable for implementation of policies, processes, and procedures for short-term resultsDecisions and problem-solving are guided by policies, procedures and business plan; receives guidance from Senior Manager/DirectorWorks on difficult to moderately complex issues and projectsProvides guidance and training to subordinatesHas authority to hire, recommend pay, establish performance and recommend for terminationLevel of signing authority established by company policy/guidelinesKnowledge and Skills:Strong HVAC product knowledgeExcellent customer service and relationship management skillsExperience and strong knowledge with process improvement systems; continuous evaluation of key performance indicators, opportunities identified and process improvements implementedExcellent leadership skills; able to envision, develop, direct, manage, delegate responsibility and authority and motivate an organizationProficient in Microsoft Office – Outlook, Word, Excel, PowerPoint and Microsoft SQL ServerAbility to analyze data to identify key business indicators and trends that drive resultsDemonstrated analytical, quantitative and creative problem-solving skillsEffective organization, time and project management skillsEffective communication skills and ability to collaborate effectively with all levels of the organizationResults-oriented, dedication to excellence and sense of urgency to achieve business objectivesAbility to work cross-functionally within the organization and with a complex and diverse set of stakeholdersExperience:6-10 years of related experience5+ years of direct leadership / management experienceEducation:Bachelor’s DegreePeople Management: YesPhysical Requirements / Working Environment:Must be able to perform essential responsibilities with or without reasonable accommodations. The ability to work in an office environment – sitting at a desk for at least 8 hours per day.Reports to:Director of Order ServicesQualified Applicants must be legally authorized for employment in the United States. Qualified applicants will not require employer-sponsored work authorization now or in the future for employment in the United States.The Company provides equal employment opportunity to all employees and applicants regardless of a person’s race, color, religion (including religious dress or grooming practices), creed, national origin (including language use restrictions), citizenship, uniform service member or veteran status, ancestry, disability, physical or mental disability (including HIV/AIDS), medical condition (including cancer and genetic characteristics), genetic information, request for protected leave, marital status, sex, pregnancy, age (over 40), sexual orientation, gender, gender identity or expression, political affiliation, or any other characteristic protected by law. The Company will comply with all federal and state regulations and statutes pertaining to individuals with disabilities.
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