Manager, Order Services

Quietflex Manufacturing, a member of Daikin Industries LTD. is seeking a professional, skilled Manager, Order Services. Quietflex Manufacturing is the leading manufacturer and supplier of flexible ductwork for residential and commercial HVAC systems, as well as fiberglass mats for industrial applications. As a vital component of indoor comfort, Quietflex Manufacturing has a robust line that includes a wide variety of specialized products designed to provide the best solutions to the needs of its many customers.

Summary:

The Order Services Manager serves as the leader of a team of CSRs and planner(s).  This position is an integral member of the Logistics department and drives customer satisfaction.  Serve as the face of the organization to your assigned region.  Balance customer needs with those of the corporation to find the right balance to meet company goals. Applies good judgement, integrity and strong work ethics on the job and acts with the highest level of professionalism.

Position Responsibilities:

Direct management of a team of CSRs and Planner(s) Daily interaction with their regional branch managers (COD) and distributors Represent Goodman and serve as the point of contact to all customers Responsible to drive the right behaviors within the team Establish, track, and meet annual goals and metrics;
Fill Rate, Inventory Turns, Cube Maximization (trucks), Phone (answer rate) Quick resolution of customer issues Daily interaction with internal departments (relationship building) Daily building of trucks and the quantity shipped each day Responsible for ensuring that our commercial relationships and transactions are consistent with the export control and sanctions laws of the United States Maintain export records according to the Export Administration Regulations to keep track of documentation and other information crucial to a successful export Shipment Resolve product or service problems by clarifying the customer's complaint;

determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution Maintain financial accounts by processing customer adjustments Process RMA’s as needed Maintain an organized system of tracking and prioritizing orders and inventory to ensure total and prompt fulfillment  Manage, identify, research and resolve customer equipment and/or service parts shipping disputes  Assist and follow-up on customer inquiries not immediately resolved  Identify and implement process improvements and technological automation of the order entry and fulfilment process  Assist other Managers in overflow of day-to-day job functions and projects to support ongoing business needs   Nature and Scope:

Ensures work is aligned with the Director’s expectations, goals, and vision Accountable for implementation of policies, processes, and procedures for short-term results Decisions and problem-solving are guided by policies, procedures and business plan; receives guidance from Senior Manager/Director Works on difficult to moderately complex issues and projects Provides guidance and training to subordinates Has authority to hire, recommend pay, establish performance and recommend for termination Level of signing authority established by company policy/guidelines Knowledge and

Skills:

Strong HVAC product knowledge Excellent customer service and relationship management skills Experience and strong knowledge with process improvement systems; continuous evaluation of key performance indicators, opportunities identified and process improvements implemented Excellent leadership skills; able to envision, develop, direct, manage, delegate responsibility and authority and motivate an…