Director Customer Care
Company: OmniMax International, Inc.
Posted on: November 11, 2019
OmniMax International, Inc. headquartered in Norcross, GA is an
international building products company manufacturing aluminum,
steel, vinyl and copper products. Core products include specialty
coated coils, metal wall and roof systems, metal and vinyl rain
carrying systems, soffit and fascia systems, roofing accessories,
aluminum and vinyl windows and doors, patio products, aluminum
recreational vehicle doors, windows and sidewalls and aluminum bath
and shower enclosures. Products are then represented in the market
by multiple brands such as Amerimax, Fabral and Euramax Coated
The strength of the business model is the supply of fabricated
components to original equipment manufacturers, distributors,
contractors and home centers throughout North America and Western
This position will be responsible for planning, directing and
delivering proactive solutions and policies relating to all phases
of customer care and service for all North American businesses.
This will include customer service, and sales administration
functions, in a unified structure providing internal and external
customer support. To be successful, the incumbent will develop
programs and direct activities to ensure continued enhancement of
the internal support organization, its capabilities, and its
contributions toward company sales growth, margin improvement and
department effectiveness and efficiencies.
- Working with various internal teams within a matrix
organization is able to merge different cultures and processes to
initiate and execute solutions that provide an enhanced service
experience for customers. Identifies opportunities to move current
customer care delivery to a world class customer experience.
- Resolve immediate situations impacting support to our customers
and field personnel and implement related policy or procedure
- Continually audit support to customers and field personnel
(including order processing, order cycle, fill rate, credit
issuance, telephone service, problem resolution, invoicing) to
guarantee the internal organization, field personnel, and the
company as a whole, maintains the utmost support to our customers
and field personnel.
- Define or enhance operating strategies, policies, programs and
organizational structure to improve service to customers or the
customer's perception of service. Act as a consultant to internal
and field personnel relative to systems enhancements or process
changes impacting service to customers and field personnel.
Establish internal guidelines, operating procedures and delivery
expectations as they impact our customers and field personnel's
support of our customers.
- Direct, implement, and administer processes or program
improvements to assure continued enhancement of the Sales and
Service Group (SSG) department with a focus on growing sales,
improving gross margin, and providing "best in class" sales
- Experience in use/selection of call center phone technology and
customer management/CRM systems.
- Experience with use of self serve/customer portals (and
preferably creation thereof).
- Experience in deploying customer feedback mechanisms/surveys
and translating results into Continuous Improvement action
- An undergraduate bachelor's degree is required. An advanced
degree is highly desirable.
- Minimum of 15 years management experience in a fast-paced
- Experience with B2B required, B2C advantageous, customer
service management, special orders and internet sales is
- Provide leadership and direction and be responsible for
managing others especially in a multi location or virtual
Keywords: OmniMax International, Inc., Atlanta , Director Customer Care, Executive , Atlanta, Georgia
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