Job Information
OMG Roofing Products Customer Service Manager in Agawam, Massachusetts
Customer Service Manager #OMG-1400 Agawam, Massachusetts Job Description Customer Service Manager, Roofing Products OMG Inc. is a leading manufacturer of fastening products and technologies for the commercial roofing and construction industries worldwide. Headquartered in western Massachusetts, OMG is an equal opportunity employer prioritizing the safety of our employees and customers. The company values integrity, teamwork, diversity, trust, respect, commitment, and a passion for excellence. OMG is a global company operating manufacturing facilities in Massachusetts, Illinois, and Minnesota. Position Overview OMG currently operates in two Divisions: OMG Roofing Products and FastenMaster?. OMG Roofing Products is a leading global manufacturer and supplier of value-added components for the commercial roofing industry. The FastenMaster Division manufactures and markets innovative, premium quality wood-to-wood fasteners that are engineered to enable professional contractors to complete building projects safer, faster, and easier. The quality of our products and services is critical to the success of our company and our customers. OMG\'s goal is to provide customer service as a competitive advantage. Customers value interactions that are immediate and accurate and, when possible, informed by history, preferences and account details. The Customer Service Manager uses analytics to measure performance against goals, streamline service operations, forecast potential challenges and help the team facilitate field service support and product distribution. This position works closely with Sales, Operations and Marketing to track key activities and communicates customer issues back into the organization for quick resolution. The Customer Service Manager makes determinations regarding shipping priorities using a deep understanding of product status in our ERP. Key to success in this role is the ability to develop the Customer Service team to deliver a world class customer experience using accuracy, efficiency, consistency and a human touch. SEE THE OMG ROOFING PRODUCTS WEBSITE FOR COMPLETE JOB DESCRIPTION Requirements Position Requirements Bachelor\'s Degree preferred. 10+ years\' experience in a customer service-related position (experience managing team of resource preferred). Ability to prioritize well, communicate clearly, and influence cross functional teams effectively. Demonstrated ability to develop team resources to deliver excellent customer experience. Demonstrated ability to develop strong comprehension of products and services. Ability to juggle multiple priorities and make things happen in a fast-paced, dynamic environment, demonstrating strong bias for action. Strong analytical and quantitative skills, including the ability to use hard data and metrics to back up assumptions and drive effectiveness. Strong presentation skills. Experience utilizing enterprise resource planning system (QAD preferred). Exceptional PC skills using the full MS Office Suite inclusive of Excel, PowerPoint and Word. Ability to travel up to 20%. Positive attitude, good judgment and excellent time management skills. Strong sense of responsibility and ownership.