Xxaler

Position Summary

The Administration / Office Manager is responsible for managing day-to-day office operations, overseeing administrative functions, providing executive support, and supervising the customer service department. This role ensures efficient office workflows, high-quality customer interactions, and reliable support for company leadership.

Key Responsibilities

Office Management

• Oversee daily office operations: reception, mail, office supplies, facilities, and vendor relationships.
• Maintain office organization, safety, and cleanliness.
• Manage office budgets, purchase approvals, and expense tracking.
• Coordinate office equipment maintenance and IT support escalation.

Administrative Management

• Develop, document, and maintain office policies, procedures, and standard operating procedures (SOPs).
• Ensure accurate and timely recordkeeping for HR, payroll, billing, and other administrative files.
• Handle confidential documents and maintain compliance with company policies and applicable laws.
• Prepare and distribute internal communications, reports, and meeting materials.

Executive Support

• Provide high-level administrative support to executives (calendar management, travel arrangements, meeting coordination, correspondence).
• Draft, proofread, and format business communications, reports, and presentations.
• Manage special projects and follow-up to completion as directed by leadership.

Customer Service Oversight

• Supervise the customer service team: assist in hiring, training, scheduling, performance reviews, and development.
• Establish and enforce customer service standards, scripts, and escalation procedures.
• Monitor call volume, response times, customer satisfaction metrics, and implement improvements.
• Resolve escalated customer issues and coordinate with operations, billing, and field teams to ensure timely resolution.

Operational Support

• Coordinate cross-functional communication between customer service, operations, sales, and finance.
• Assist with invoicing follow-up, accounts receivable coordination, and basic billing queries.
• Support the Route Managers and pickup/delivery scheduling as needed.
• Contribute to process improvement initiatives and help implement new systems and technologies.

Qualifications

• 3–5 years of office/administrative management experience; customer service experience preferred.
• Strong organizational, written, and verbal communication skills.
• Proficiency with MS Office (Word, Excel, Outlook) and experience with CRM/ERP or dispatch software.
• Demonstrated ability to handle confidential information with discretion.
• Excellent problem-solving skills and attention to detail.
• Valid driver’s license a plus.

Core Competencies

• Leadership and team development
• Customer-focused mindset
• Time management and prioritization
• Process orientation and continuous improvement
• Professionalism and confidentiality

Working Conditions

• Primarily office-based with periodic visits to production, warehouse, or client sites.
• Occasional early mornings, evenings, or weekend availability may be required.