Office Manager

Description

Vortex Doors, America’s highest quality and most customer-centric commercial and industrial door installation & repair company, is seeking a dedicated and customer-focused individual to join our team as Office Manager. The Office Manager, under the supervision of the Team Leader, is responsible for leading and optimizing the customer service team, overseeing the development of service quotes and proposals, and delighting the customer. Plays an active role in driving business development activities. Accuracy and timely communication are critical for both internal and external communication.

• Play a key role in managing our administrative team, supporting field technicians, ensuring smooth customer experience, and helping drive business efficiency.
• Supervise, train and support Customer Service Representatives and Field Marketers.
• Monitor team performance and provide coaching to ensure elevated levels of customer satisfaction.
• Develop schedules and ensure adequate coverages for all shifts.
• Promote a positive, productive, and collaborative office environment.
• Respond directly to customers who need special assistance by answering phone calls or emails to provide quick resolution of issues and questions.
• Manage any Customer’s question or concerns that another Customer Service Representative needs help with, identify a solution to the customer’s query, and directs them to a member of management that can provide assistance.
• Track and follow up on open jobs, proposals, and work orders.
• Monitor job status, ensure timely communication between office, technicians, and customers.
• Drive back bids and sales opportunities.
• Drive dispatch excellence.
• Assist in identifying leads and coordinating outbound communication for potential business.
• Help maintain relationships with existing clients and support account retention efforts.
• Collaborate with leadership to streamline service offerings and improve customer experience.
• Manage the Vortex front office effectively maximizing the sales force technology.
• Process new hire paperwork, schedule on-boarding, I9 compliance and safety training.
• Manage fuel cards, maintenance schedules for vehicles, support any vehicle incidents.
• Ensure all company-wide purchasing initiatives are implemented at the service center.
• Coordinate any IS requirements with local management and the Home Office.

Requirements

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, qualifications, competencies, abilities, and any physical demands if required. Physical demands are representative of those that must be met by an employee to successfully fulfil the essential requirements of this job.

• Strong people and time management skills are required.
• Excellent verbal and written communication skills are required; must be able to communicate effectively and professionally with customers and across all organizational levels.
• Detail oriented, positive friendly customer service are key attributes
• Computer knowledge and skills, i.e., MS Office Suite – Word, Power Point and Excel is required.
• Experience with MRP systems and Sales Force CRM is beneficial.
• Collaborative with a continuous improvement outlook.
• Self-motivated and able to work with minimal supervision to meet deadlines.
• Demonstrated hands-on approach and an ability to build and maintain strong effective business relationships in a team-based environment.
• Leadership skills, people management, meeting facilitation and customer support.
• Ability to multi-task efficiently and adapt within a rapidly changing environment.
• Flexible with high energy, able to manage multiple tasks smoothly.
• Highly organized, meticulous, with attention to accuracy.
• Ability to read, understand, and comprehend documents such as work instructions, and procedure manuals.
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
• Experience in the door, locksmith, or commercial construction industries
• Ability to solve practical problems and deal with a variety of variables in a situation.
• Solid experience in Customer Service
• Familiarity with inventory management and job costing processes.

• To perform this job successfully, an individual must possess the outlined experience level, education, training, minimum years of experience, product, or industry knowledge plus any certifications to be considered.
• 7+ years’ related experience and/or training; equivalent combination of education and experience
• High school diploma or General Education Degree required (GED)
• AA/BA preferred High School Diploma or General Education Degree (GED)
• Experience in field service and installation of products
• Experience in customer service
• Experience in sales
• Self-motivated and able to work with minimal supervision to meet deadlines.

• The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job.
• While performing the duties of this job, the employee is occasionally required to stand, walk; sit; use hands to finger, handle, or feel, occasionally lift one to ten pounds.
• Specific vision abilities required by this job include ability to adjust focus to review contract documents, identify parts and clearly see operations and identify hazards in the production area.
• Working Conditions are: 95% office environment, 5% warehouse.