About Us
OmniMax International is a leading North American building products manufacturer, headquartered in Atlanta, Georgia. We have 12 manufacturing facilities across the United States and Canada. As the top supplier in the residential roof drainage and roofing accessories markets, OmniMax has extensive scale, top brands such as Amerimax, Berger, Verde, and Flamco, and longstanding relationships with the nation's largest home center retailers and building product distributors. OmniMax International is owned by funds managed by SVPGlobal, a global investment firm with more than $18 billion in assets under management, established by Victor Khosla in 2001. Learn more at www.omnimax.com and www.svpglobal.com.
Elevate Your Customer Care Career!
We are looking for a skilled individual to join our team as a Customer Care Manager responsible for overseeing Distribution and guiding Customer Care Representatives (CCRs) in order processing, timely issue resolution, and delivering exceptional customer experiences. This role involves supporting outside sales, cultivating an internal sales mindset, providing daily guidance, enhancing processes, and overseeing HR functions for their team.
Benefits of Working With Us
- Competitive compensation including paid time off and holidays.
- Medical insurance (HDHP with HSA and PPO options)
- Prescription drug coverage
- Dental and vision insurance
- Pre-tax flexible spending account
- 401(k) retirement savings with employer match
- Basic and supplemental life and AD&D insurance
- Short-term and long-term disability insurance
- Pre-tax dependent care flexible spending account
- Wellness program with diabetes prevention, condition care, preventive care, and annual flu shot.
- Employee Assistance Program
Requirements
We are searching for a candidate with:
- Bachelor’s degree in related field.
- 2-3 years of experience managing a field-based multi-site customer service team in manufacturing, ideally in building products.
- Proven ability in customer lifecycle management, resolving complex issues, and ensuring customer satisfaction.
- Strong computer skills including Microsoft Office (Excel, Word, PowerPoint); experience with Oracle and Salesforce.com preferred.
- Track record in driving continuous improvement, developing action plans to achieve KPIs.
- Expertise in process, procedure, and policy development.
- Experience collaborating with senior leadership to develop business strategies.
- Strong leadership with a proven track record.
- Advanced interpersonal and supervisory skills.
- Strong business acumen, adept at analyzing complex problems and identifying solutions.
- Ability to make sound business decisions through effective judgment and cost/benefit analysis.
- Effective written and verbal communication, capable of influencing others.
- Active listening skills, attentive and understanding in discussions.
- Monitoring and assessing performance for continuous improvement.
- Personnel resource management, skilled in motivating and directing teams.
- Negotiation expertise, adept at resolving differences professionally.
- Strategic thinker understands business goals and key drivers.
Duties and Responsibilities
A typical day may include:
- Provides daily direction and ensures balanced workload among Customer Care Representatives (CCRs).
- Engages with team to resolve daily issues, serving as a customer escalation point.
- Supports team with training and HR activities (hiring, performance management).
- Leads development of processes aligning with Customer Care vision and values.
- Participates in meetings and drives culture of Customer Excellence.
- Compiles and reviews metrics to meet organizational goals.
- Collaborates with sales to develop market strategies.
- Promotes proactive account management for customer retention.
- Willing to travel up to 10% to support team development and SOP implementation.
Position Details
- Full Time
- Located in Norcross, GA
- THIS CAN BE A HYBRID WORK SETTING WITH A LEAST 3 DAYS IN OFFICE IN EITHER OUR NOCROSS, GA OFFICE OR DULUTH, GA OFFICE.
We are proud of our commitment to equal employment opportunity for all qualified job candidates and associates and ask that all associates support diversity and inclusion in the workplace. OmniMax prohibits unlawful discrimination based on age, race, color, sex/gender, sexual orientation, gender identity, pregnancy, national origin, religion, disability, genetic information, veteran status, or any other characteristic made unlawful by federal, state, or local laws.
Working together, we have a tremendous opportunity to define our company culture, grow our business and provide long-term opportunities for our employees and shareholders.
If you are a performance-driven individual looking to advance your career and your values align with ours, we invite you to explore career opportunities with us. We look forward to learning more about you.