Customer Care Lead - Remote

About Us 

OmniMax International is a leading North American building products manufacturer, headquartered in Atlanta, Georgia. We have 13 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 Industry Career!

We are looking for a skilled individual to join our team as a Customer Care Lead!

They will be responsible for providing customers with exceptional experience while strengthening relationships between internal stakeholders (Manufacturing, Logistics, Credit & Collections, etc..) and ultimately the end customer. This role is also responsible for ensuring the quality and accuracy of customer orders across the entire 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 seeking a candidate with the following qualifications:

• A minimum of 5 years of relevant experience in manufacturing, construction or building products is recommended. 
• Experience in order management, using analytical skills set to process orders or troubleshoot issues.
• Experience working with Excel, Word, and order entry applications.
• Customer service and contact center experience.
• A general understanding of the engineering specifications and diagrams.
• Bachelor’s degree preferred.
• Knowledge of Salesforce and Oracle or other ERP is preferred.

Duties and Responsibilities 

A typical day may include:   

• Serving as the subject matter expert, having in-depth knowledge of customer care processes, systems and applications.
• Having a thorough understanding and knowledge of all products in area of responsibility.
• Providing onboarding training for new hires and ongoing training for existing staff.
• Ensuring timely data entry and processing of orders, as well as verifying accuracy of information.
• Acting as a liaison between customers and business units to address customer issues, researching and communicating with all parties to make the best resolution.
• Providing essential support to the team manager by providing backup managerial support to the team and CC managerial representation in the manager’s absence and providing performance feedback and ad-hoc team mentoring as needed.
• Facilitating collaboration during issue resolutions between sales and operations team to ensure quick assessment & resolution on any customer concerns/incidents, such as product substitutions and pricing.
• Communicating information related to product applications, schedules, material availability, and shipments to the customer. 
• Communicating potential problems, including diffusing a difficult customer situation.
• Acting as a customer advocate liaison between the customer, field sales, manufacturing, logistics, planning, marketing, and other internal organizations. 
• Any additional responsibilities deemed necessary by leadership.

Position Details 

• Full Time
• Located in: Remote

We are proud of our commitment to equal employment opportunities 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.