What are the responsibilities and job description for the Office Manager position at Clearwater Systems?
Customer Impact:
Oversees administrative operations, maintains office procedures, and handles day-to-day operations. Is the central point of contact and maintains a productive work environment. Fosters collaboration and ensures efficient workflow throughout the organization. Provides outstanding customer service for all internal and external customers.
Responsibilities and Duties:
- Maintains service and installation calendar for the service center.
- Supports the service, delivery, and warehouse team members.
- Coordinates with A/R to maintain proper billing procedures for customers.
- Provides timely and accurate support to customers.
- Handles customer complaints and issues; takes ownership and follows them through to resolution.
- Examines current processes and industry trends for continual improvement and proposes new processes to meet changing needs.
- Communicates regularly with local manager to provide feedback on trends, issues, or concerns.
- Creates a welcoming environment for customers purchasing vended water, salt, filters, and other related products.
- Assists customers with inquiries on water treatment equipment and schedules sales appointments for Water Specialists.
- Processes customer orders/changes/returns according to established department policies and procedures.
- Partners with Accounts Receivable to contact past-due accounts for payment, sends out late notices, and demonstrates professionalism and empathy when dealing with customers who may be experiencing financial difficulties.
- Oversees and coordinates administrative activities, including managing office supplies, facilities, and office equipment.
- Partners with the sales and service team to meet and exceed customers expectations.
- Maintains and organizes records, files, and documents, both in physical and digital formats, ensuring accuracy and confidentiality.
- Implements and manages office software, tools, and systems to enhance efficiency. Assists in training new associates on office technology.
- Maintains a safe and clean work environment and ensures emergency readiness.
Competencies:
- Communication Skills: Strong verbal and written communication skills to interact with associates, customers, and stakeholders, including active listening, clear articulation, and effective correspondence.
- Organization and Time Management: Efficiently manages multiple tasks, sets priorities, and ensures deadlines are met while maintaining a well-organized office environment.
- Problem-Solving and Decision-Making: Identify and analyze problems, develop creative solutions, make sound decisions, and implement effective strategies.
- Adaptability and Flexibility: Open to change, adapts to new situations, and adjusts plans and processes as needed in a dynamic work environment.
- Attention to Detail: Pays close attention to detail in tasks, records, and documentation to ensure accuracy and quality.
- Customer Service Orientation: Demonstrates a strong customer service mindset, understands and meets the needs of internal and external stakeholders, and resolves issues in a professional and timely manner.
Skills and Qualifications:
- Education/Experience: High school diploma or general education degree (GED); or three to five years related experience and/or training; or equivalent combination of education and experience.
- Technology Proficiency: Proficient in using office software, tools, and systems to enhance productivity and efficiency, including word processing, spreadsheets, email, and collaboration platforms.
- Solid understanding of customer service principles and best practices.
- Demonstrated communication, problem-solving, and analytical skills.
Work Environment:
- Works primarily in a climate-controlled office setting.
- Regularly interacts with retail/plant/warehouse/operations areas.
- Will handle difficult customer interactions or customer complaints.
- Work is fast-paced and demanding, requiring the ability to multitask and manage multiple priorities simultaneously.
- May involve collaboration with cross-functional teams and regular communication with upper management.
- Regular trips to the companys bank and occasional trips to purchase supplies.
Physical Requirements:
- Works at a standard desk, using a telephone, computer, keyboard, and mouse for extended periods of time.
- Assists customers in a retail setting, operating POS system.
- Regularly lifts up to 50 pounds to assist customers with loading products.
- Will travel to companys bank & supply stores, conducting business inside these locations.
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