What are the responsibilities and job description for the Office Manager position at Counter-Form LLC?
Counter-Form LLC is seeking an experienced Office Manager to join our team!
Who we are:
Counter-Form LLC is a recognized leader in the manufacturing of postform and custom laminate countertops. While countertops are at the heart of our business, we also take pride in shaping careers, fostering leadership, and creating bright futures. Our commitment to producing the highest quality countertops at competitive prices, combined with our goal to deliver exceptional customer service, has been the cornerstone of our success for over 45 years. It is no wonder we've built a lasting reputation in the industry!
What you will do:
The focus of the Office Manager is to lead the team to provide an outstanding customer experience for our customers. In addition, this role will mentor other customer service representatives with industry best practices, offering feedback and establishing measurable customer satisfaction goals.
Supervisory Duties:
- Oversees daily office operations for Customer Service, Accounts Receivable, and Estimating departments.
- May handle or assist with discipline and termination of employees in accordance with company policy.
- Developing effective customer service procedures, policies and standards.
- Provide effective onboarding of all new customers for an enhanced customer experience
- Monitor key performance indicators (KPIs) such as customer satisfaction, response time, and resolution rates.
- Handle escalated customer complaints and resolve complex issues.
- Identify trends in customer feedback and implement proactive solutions.
- Collect and analyze customer feedback to identify areas for improvement.
- Lead initiatives to enhance the overall customer journey.
- Generate reports and provide insights to improve service quality.
Responsibilities:
- Provides clerical support when needed to assist Customer Service Representatives and clerical staff with assigned administrative duties such as answering phones, sorting and distributing mail, and preparing documents.
- Allocating customers and distributing workload among Customer Service Representatives and Estimators.
- Oversee the redistribution efforts and ensure that orders are fulfilled in a timely manner.
- Comprehensive training for both newly recruited and ongoing Customer Service personnel.
- Regular entry and oversight of the problem log on a daily basis.
- Facilitates performance reviews for Customer Service, Accounts Receivable and Estimating personnel.
- Addresses customer concerns and problems alongside customer service representatives and outside sales, with the General Manager's involvement as needed.
- Performs other related duties as assigned
What you need:
- Proven success in a managerial role
- Strong decision-making ability
- Superior expertise in articulating ideas, fostering teamwork, and managing the delegation process.
- Extensive knowledge of office management procedures.
- Excellent interpersonal and customer service skills.
- Outstanding time management abilities demonstrated by a consistent record of accomplishment of meeting deadlines.
- Exceptional organizational abilities and a keen eye for detail.
- At least three years of administrative and clerical experience required.
- A minimum of 5 to 7 years of experience is required, along with a bachelor’s degree or alternatively, 10 years of experience in a comparable position.
- Profound knowledge in the revision and rollout of ERP system modifications.
What we offer:
- Full Benefits Package
- Health, Dental, Vision, Life, Accident, Critical Illness, Long Term Disability and Short Term Disability
- Career Growth & Opportunities for Advancement
- Continual Pay Rate Increases 1st Year of Employment
- Paid Time Off, 8 Paid Holidays and a yearly bonus
- 401(k) Company Contribution
- On-site Nurse
- Collaborative work environment