The Office Manager serves as the primary business contact for the client and is responsible for client satisfaction. The Office Manager is expected to consistently provide excellent customer service to accounts, as well as represent client needs and goals within the organization to ensure quality. In addition, the Office Manager should build relationships with clients to encourage new and repeat business opportunities.

Responsibilities

• Organizes, directs, and monitors daily activities of front office staff.
• Responsible for all client communications, conflict resolution, and compliance on client deliverables.
• Reviews all aspects to ensure quality standards and client expectations are met.
• Works closely with the Operations in order to maintain a continuous knowledge of project status in order to identify potential issues and/or opportunities within or related to the project.
• Ensures that all processes and procedures are completed, quality standards are met, and that projects are profitable.
• Aware and in pursuit of opportunities for account growth and new business, involving the Executives.
• Communicates the client's goals and represent the client's interests to the team.
• Provides regular two-way communication between the client and team, to provide strong team representation and set proper client expectations.
• Understanding of company capabilities and service, and effectively communicates all offerings to the client.
• Assists in overseeing several departmental processes.
• Maintain Office Records.
• Handle Customer complaints and inquiries and returns.

Requirements

• Proven Account Management skills required in order to create, maintain and enhance customer relationships
• Extremely detail oriented
• Technical competence (understand software, hardware, networks, etc)
• Motivated, goal oriented, persistent and a skilled negotiator
• High level of initiative and work well in a team environment
• Excellent written and oral communication skills
• Handles stressful situations and deadline pressures well
• Plans and carries out responsibilities with minimal direction
• MS office required
• Intermediate Excel Skills required
• Epicor experience is a plus.

Competencies

• Delegation: Delegates work assignments; Matches the responsibility to the person; Gives authority to work independently; Sets expectations and monitors delegated activities; Provides recognition for results.
• Professionalism: Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
• Planning/Organizing: Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives; Organizes or schedules other people and their tasks; Develops realistic action plans.
• Ethics: Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.