Job Title: Home Center Customer Service Manager

Pay & FSLA Status: $70,000-$100,000 base salary D.O.E. + additional bonus opportunity ; Salary exempt

Regular Schedule & Shift: Monday – Friday; Day shift

Regular Weekly Hours: Full-time/40 hours per week (overtime as needed)

Paid Time Off (PTO): 80 hours accrued year 1; 120 hours accrued annually after year 1

Paid Sick Time: Per state requirements

Management Position: Yes

Branch Location: Position may be operated out of Wilsonville, OR or Tacoma, WA

Territory: Northwest (Oregon & Washington)

POSITION SUMMARY:

The Home Center Customer Service Manager is responsible for overseeing The Home Depot (THD) customer service team. This position is responsible for providing superior levels of management and leadership to a team of direct-reports and building an environment that focuses on employee engagement and OrePac’s core values.

OrePac Building Products seeks dynamic individuals who exemplify excellence in quality, trust, value, and service. Our ideal candidate for this position is a highly accountable team oriented individual with a positive attitude and has the ability to work independently and facilitate and analyze projects.

COMPENSATION & BENEFITS PACKAGE:

• Competitive compensation, D.O.E. + opportunities for quarterly/annual performance bonuses based on branch/company/employee performance + annual reviews with opportunities for pay increases based on employee performance.

• Medical, dental, and vision insurance up to 70% paid by OrePac.

• FREE Informed Health Line and Health Advocates.

• Health Spending Account (HSA) available with up to $1,000 annual OrePac contribution.

• Flexible Spending Account (FSA) available.

• FREE Employee Assistance Program (EAP).

• FREE life and Long-Term Disability (LTD) insurance.

• Short-Term Disability (STD) insurance available.

• Accident, Hospital Indemnity, and Critical Illness plans available.

• 401K with up to 3.5% OrePac contribution.

• Paid time off (PTO) as specified above.

• Paid sick time as specified above.

• 7 paid holidays annually.

• FREE gym membership.

• Employee discount.

  ESSENTIAL DUTIES & RESPONSIBILITIES:

  Sales Objectives:

• Lead and direct the customer service team to align with set sales goals and initiatives. This includes, but is not limited to, taking phone calls, resolving customer service issues, order entry, providing quote support, and handling order escalations.

• Provide consistent report outs to demonstrate team performance among the Home Depot channels (stock, special order, HDIS, hd.com, Pro).

• Create process maps that support the primary functions of the customer service team.

  Staffing Management:

• Manage staffing in accordance with company policies and applicable state and federal laws, including:

• Interviewing and hiring qualified candidates.

• Training, developing, and appraising employees (including new hire orientation and performance reviews).

• Planning, assigning, and directing work.

• Rewarding and disciplining employees (including termination).

• Taking corrective action as necessary in a timely manner.

• Addressing complaints and resolving personnel issues.

  Order Management:

• Collaborate with Dispatch, Warehouse, Operations and other teams to address order concerns, delivery issues. Develop and maintain pricing structure for Home Depot special orders, custom quote and stock product.

  REQUIRED SKILLS:

• Specific knowledge of all product lines offered to The Home Depot by OrePac is required.

• Experience in leading teams, including the ability to effectively and efficiently coach and mentor staff and handle personnel conflicts while successfully driving company and department initiatives and goals.

• Ability to problem solve minor to complex challenges within the department utilizing the tools and resources available and escalate the matter to a manager when appropriate. Ability to problem solve and offer solutions to OrePac standards.

• Ability to write routine reports and business correspondence.

• Excellent communication skills. Ability to communicate clearly and concisely in written and verbal formats. Comfortable speaking in front of groups of people consisting of employees, customers, and/or members of leadership.

• Demonstrated ability engaging and leading individual and team discussions and meetings. Ability to articulate direction and expectations to teammates in a clear and concise manner.

• Ability to multitask, re-prioritize as necessary, and meet multiple deadlines throughout the day with minimal supervision and effectively communicate changes to the team. Must be flexible and ready to adapt within a fast-paced working environment while maintaining quality results and achieving department goals.

• Ability to perform as a team player and interact with all levels of management and support personnel.

• Ability to motivate, positively influence, and inspire team members.

• Commitment to and demonstration of high ethical standards governing professional behavior and interactions.

• Results-oriented and customer-focused with the ability to build and maintain strong interpersonal relationships.

• Meticulous with strong detail-orientation and organizational skills

• Commitment to and demonstration of high ethical standards governing professional behavior and interactions.

• Proficiency in Microsoft Office programs (Outlook, One Note, Word, and Excel).

  REQUIRED EDUCATION & EXPERIENCE:

• Bachelor's degree in any field.

• 5-7 years of experience in customer service.

• Supervisory or management experience is preferred, but not required.

• Any combination of education, training, or experience that demonstrates the ability to perform the duties of the position will be accepted in place of the education and/or experience requirements listed for this role.

  PHYSICAL DEMANDS:

• Regularly required to see, talk, and hear. Specific vision abilities required by this job include close vision and ability to adjust focus.

• Ability to lift files, open filing cabinets and bend or stand on a stool as necessary.

  WORK ENVIRONMENT:

• This position operates in a professional office environment.

• The noise level in the work environment is generally quiet.

• This position routinely uses standard office equipment such as laptop computers, photocopiers, and smartphones.

  DRESS CODE:

• All employees are expected to wear clothing appropriate for the nature of OrePac business and the type of work being performed. Clothing should be neat, clean, and tasteful.

  SAFETY DUTIES & RESPONSIBILITIES:

• Report all incidents and accidents to one’s immediate supervisor within 24 hours.

• Maintain the work area in a safe and healthful condition.

• Report, and whenever possible correct, unsafe working conditions to branch leadership.

• Operate vehicles while in the course of employment in a safe and lawful manner.

• Provide assistance to reduce or eliminate workplace hazards.

• Comply with company drug testing policies and procedures.

• Comply with company Personal Protective Equipment (PPE) policies. OrePac will provide required PPE to employees.

  OREPAC HISTORY & CULTURE:

  Founded by the Hart family in 1977, OrePac is a family-owned and operated wholesale building materials supplier providing product, sales, and technology solutions to the shelter industry.

  At OrePac we value trust, integrity, and a dedication to excellence. That commitment can be found in the services we offer, the quality of the products we provide, and the way we treat our employees and customers. This dedication to our markets has enabled us to make a positive impact on the shelter industry and the communities we serve.

  Our vision is to create trusted partnerships by providing quality products and maintaining strong relationships through unmatched service, operations, and logistics. Our mission: Make Complicated Simple™.

  LEGAL STATEMENTS:

  OrePac provides equal employment opportunities (EEO) to all employees and applicants without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, OrePac complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities.

  This job description is not intended to contain a comprehensive list of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time, with or without notice.

  Regularly scheduled workdays, hours, and shifts are described above. Shift availability may vary. Hours may need to be extended or adjusted at any time, with or without notice, to meet the needs of the organization.

  To perform this job successfully, an individual must be able to perform each essential duty and responsibility satisfactorily. The required skills, education, experience, and physical demands listed above are representative of the minimum knowledge, skills, and/or abilities required to perform the essential functions satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  The work environment characteristics described above are representative of those an employee encounters while performing the essential functions of this job.

  OrePac supports a safe and drug-free workplace. OrePac may administer a pre-employment background check and/or drug-screen, as well as random and/or reasonable suspicion drug-screens during employment.

  Employees are required to perform safety duties and responsibilities in accordance with acceptable and safe work procedures. OrePac’s safety policy requires the use of Personal Protective Equipment (PPE) in designated safety-sensitive areas while on OrePac property. OrePac employees who handle or deliver OrePac products while not on OrePac property are required to adhere to OrePac’s safety policy and use the required PPE necessary for their specific role.

  The dress code described above is representative of what an employee must wear while performing the duties of this position. Individual branches may issue more specific guidelines than what is outlined below. Reasonable accommodations may be made for individuals with religious beliefs, observances, or practices related to the dress code.

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