Job DescriptionOverhead Door Corporation is a $1.6B company that manufactures and distributes garage doors, garage door openers and automatic entrance systems. We offer competitive pay plus bonus opportunity along with excellent benefits:
- Paid Holidays plus 40 hours of incidental time / Paid vacation
- 2 medical plans both with a wellness formula / dental insurance / vision insurance / RX coverage / FSA / HSA
- 401K match
- Life Insurance and Supplemental Insurance
- Short-term and Long-Term disability
- Educational Assistance
- Profit Sharing company funded
ResponsibilitiesResponsibilities
- Develop strategic plans for the customer call center, and manage implementation for new initiatives relative to people, performance and technologies.
- Evaluate, develop and implement procedures to improve departmental efficiency.
- Builds and implements departmental workforce plan that enables the achievement of the customer call center strategy and plans.
- Develop and manage annual department operating, capital and headcount budget.
- Distribute information & provide training related to customer service policies & procedures.
- Oversee department performance and maintain continual internal and external reviews to ensure that all issues are resolved in accordance with company policies and procedures, customer requirements, and senior management's direction.
- Collaborate with other departments including Human Resources, Marketing, Sales, Purchasing, Finance, Engineering and Distribution Operations to deliver a high level of service to our national and international customer base.
- Coordinate with other departments to ensure that customer requests and issues are handled in a timely and professional manner.
- Sponsors employee development that ensures the highest level of morale and productivity through proper coaching, employee development, promotions, incentive programs, communications, and challenging assignments.
- Establish and maintain strong customer relationships.
QualificationsQualifications
- 7+ years of customer service experience.
- Demonstrated knowledge of customer service elements.
- Strong relationship building and interpersonal skills.
- Self confident; self-directed; ability to communicate findings, make recommendations, and facilitate change.
- A leader with excellent communication and interpersonal skills that is effective at working with and influencing individual's at all organizational levels; persuasive and empathetic; able to handle pressure and manage conflict.
- Strong project management skills, a creative problem solver.
- Computer expertise - MS Office, AS400 (JDE a plus),
- Departmental supervision of a minimum of 45 employees.
Education
- Bachelors Degree required