6-10 years of related experience in logistics or customer service
5+ years of direct leadership or management experience
Bachelor's Degree in a relevant field
Strong HVAC product knowledge
Proficient in Microsoft Office and SQL Server
Responsibilities
Directly manage a team of Customer Service Representatives and Planners
Engage daily with regional branch managers and distributors
Act as the primary contact for customers in the assigned region
Drive team performance to meet established goals and metrics
Quickly resolve customer issues and complaints
Maintain organized tracking of orders and inventory for prompt fulfillment
Identify and implement process improvements in order entry and fulfillment
Benefits
Opportunity for professional growth and development
Engagement in a dynamic and collaborative work environment
Involvement in strategic decision-making processes
Access to training and resources for continuous improvement
Potential for cross-functional collaboration within the organization
Full Job Description
Summary:
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 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:
Direct management of a team of CSRs and Planner(s)
Daily interaction with their regional branch managers (COD) and distributors
Represent Goodman and serve as the point of contact to all customers
Responsible to drive the right behaviors within the team
Establish, track, and meet annual goals and metrics; Fill Rate, Inventory Turns, Cube Maximization (trucks), Phone (answer rate)
Quick resolution of customer issues
Daily interaction with internal departments (relationship building)
Daily building of trucks and the quantity shipped each day
Responsible for ensuring that our commercial relationships and transactions are consistent with the export control and sanctions laws of the United States
Maintain export records according to the Export Administration Regulations to keep track of documentation and other information crucial to a successful export Shipment
Resolve 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 resolution
Maintain financial accounts by processing customer adjustments Process RMA's as needed
Maintain an organized system of tracking and prioritizing orders and inventory to ensure total and prompt fulfillment
Manage, identify, research and resolve customer equipment and/or service parts shipping disputes
Assist and follow-up on customer inquiries not immediately resolved
Identify and implement process improvements and technological automation of the order entry and fulfilment process
Assist other Managers in overflow of day-to-day job functions and projects to support ongoing business needs
Nature and Scope:
Ensures work is aligned with the Director's expectations, goals, and vision
Accountable for implementation of policies, processes, and procedures for short-term results
Decisions and problem-solving are guided by policies, procedures and business plan; receives guidance from Senior Manager/Director
Works on difficult to moderately complex issues and projects
Provides guidance and training to subordinates
Has authority to hire, recommend pay, establish performance and recommend for termination
Level of signing authority established by company policy/guidelines
Knowledge and Skills:
Strong HVAC product knowledge
Excellent customer service and relationship management skills
Experience and strong knowledge with process improvement systems; continuous evaluation of key performance indicators, opportunities identified and process improvements implemented
Excellent leadership skills; able to envision, develop, direct, manage, delegate responsibility and authority and motivate an organization
Proficient in Microsoft Office - Outlook, Word, Excel, PowerPoint and Microsoft SQL Server
Ability to analyze data to identify key business indicators and trends that drive results
Demonstrated analytical, quantitative and creative problem solving skills
Effective organization, time and project management skills
Effective communication skills and ability to collaborate effectively with all levels of the organization
Results orientated, dedication to excellence and sense of urgency to achieve business objectives
Ability to work cross-functionally within the organization and with a complex and diverse set of stakeholders
Experience:
6-10 years of related experience
5+ years of direct leadership / management experience
Education:
Bachelor's Degree
People Management: Yes
Physical 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 Services
About McQuay International
McQuay International is a manufacturer of HVAC equipment and solutions. The company was founded in 1933 and is headquartered in Minneapolis, Minnesota. McQuay International offers a range of products including air conditioning units, chillers, and air handling units. The company has operations in North America, Europe, and Asia. McQuay International is a subsidiary of Daikin Industries, Ltd.
