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Client Relations Supervisor

2 months ago

Peachtree Corners, Georgia, United States OmniMax USA Full time
About OmniMax USA

OmniMax USA stands as a premier manufacturer of building products in North America, with its headquarters located in Atlanta, Georgia. Our operations span across 12 manufacturing facilities throughout the United States and Canada. As a leading supplier in the residential roof drainage and roofing accessories sectors, we boast a vast scale, renowned brands such as Amerimax, Berger, Verde, and Flamco, along with established partnerships with major home center retailers and building product distributors. OmniMax USA is backed by funds managed by SVPGlobal, a global investment firm with over $18 billion in assets under management, founded by Victor Khosla in 2001. For more information, visit our website.

Advance Your Career in Customer Relations

We are seeking a talented individual to join our team as a Client Relations Supervisor. This role is pivotal in managing Distribution and leading Customer Care Representatives (CCRs) in order processing, prompt issue resolution, and delivering outstanding customer service experiences. The position involves supporting external sales, fostering an internal sales culture, providing daily leadership, refining processes, and overseeing HR responsibilities for the team.

What We Offer
  • Competitive salary along with paid time off and holidays.
  • Comprehensive medical insurance options (HDHP with HSA and PPO).
  • Prescription drug coverage.
  • Dental and vision insurance.
  • Pre-tax flexible spending accounts.
  • 401(k) retirement plan with employer matching.
  • Basic and supplemental life and AD&D insurance.
  • Short-term and long-term disability coverage.
  • Pre-tax dependent care flexible spending accounts.
  • Wellness initiatives including diabetes prevention, condition management, preventive care, and annual flu shots.
  • Employee Assistance Program.
Candidate Requirements

We are looking for candidates who possess:
  • A Bachelor’s degree in a relevant field.
  • 2-3 years of experience leading a field-based, multi-site customer service team in manufacturing, preferably in building products.
  • Demonstrated expertise in customer lifecycle management, resolving intricate issues, and ensuring customer satisfaction.
  • Proficient computer skills, including Microsoft Office (Excel, Word, PowerPoint); experience with Oracle is preferred.
  • A proven history of driving continuous improvement and developing action plans to meet KPIs.
  • Expertise in developing processes, procedures, and policies.
  • Experience collaborating with senior management to formulate business strategies.
  • Strong leadership abilities with a proven track record.
  • Advanced interpersonal and supervisory skills.
  • Solid business acumen, capable of analyzing complex challenges and identifying effective solutions.
  • Sound decision-making skills through effective judgment and cost/benefit analysis.
  • Excellent written and verbal communication skills, with the ability to influence others.
  • Active listening skills, demonstrating attentiveness and understanding in discussions.
  • Performance monitoring and assessment skills for continuous improvement.
  • Personnel resource management capabilities, skilled in motivating and directing teams.
  • Negotiation skills, adept at resolving conflicts professionally.
  • A strategic mindset with an understanding of business goals and key drivers.
Key Responsibilities

A typical day may involve:
  • Providing daily guidance and ensuring a balanced workload among Customer Care Representatives (CCRs).
  • Engaging with the team to address daily challenges, serving as an escalation point for customer issues.
  • Supporting the team with training and HR functions (hiring, performance management).
  • Leading the development of processes that align with the Customer Care vision and values.
  • Participating in meetings and fostering a culture of Customer Excellence.
  • Compiling and reviewing metrics to achieve organizational objectives.
  • Collaborating with sales to devise market strategies.
  • Encouraging proactive account management to enhance customer retention.
  • Willingness to travel up to 10% to support team development and implementation of standard operating procedures.
Position Overview
  • Full-Time Role
  • Potential for Hybrid Work Arrangement
We are committed to equal employment opportunities for all qualified candidates and associates, and we encourage all team members to 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.

By working together, we have a significant opportunity to shape our company culture, expand our business, and provide long-term opportunities for our employees and stakeholders.

If you are a performance-driven individual whose values align with ours, we invite you to explore career opportunities with us. We look forward to learning more about you.