Order Services Manager: Lead Logistics & Customer Success

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 organization Proficient in Microsoft Office – Outlook, Word, Excel, PowerPoint and Microsoft SQL Server Ability to analyze data to identify key business indicators and trends that drive results Demonstrated analytical, quantitative and creative problem solving skills Effective organization, time and project management skills Effective communication skills and ability to collaborate effectively with all levels of the organization Results orientated, dedication to excellence and sense of urgency to achieve business objectives Ability to work cross-functionally within the organization and with a complex and diverse set of stakeholders

Experience: 6-10 years of related experience 5+ years of direct leadership / management experience

Education: Bachelor’s Degree People Management: Yes

Physical Requirements/Working Environment: Must be able to perform essential responsibilities with or without reasonable accommodations. The ability to work in an office environment – sitting at a desk for at least 8 hours per day.

Reports to: Director of Order Services Qualified Applicants must be legally authorized for employment in the United States. Qualified applicants will not require employer sponsored work authorization now or in the future for employment in the United States. The Company provides equal employment opportunity to all employees and applicants regardless of a person’s race, color, religion (including religious dress or grooming practices), creed, national origin (including language use restrictions), citizenship, uniform service member or veteran status, ancestry, disability, physical or mental disability (including HIV/AIDS), medical condition (including cancer and genetic characteristics), genetic information, request for protected leave, marital status, sex, pregnancy, age (over 40), sexual orientation, gender, gender identity or expression, political affiliation, or any other characteristic protected by law. The Company will comply with all federal and state regulations and statutes pertaining to individuals with disabilities. Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.