Office Manager - Commercial and Industrial

Packard Culligan Water is seeking a Commercial & Industrial (C&I) Office Manager to lead the administrative and financial operations of our C&I division. In this role, you’ll support a motivated, high‑performing team responsible for commercial and industrial installations, route and service scheduling, and annual maintenance scheduling. You’ll play a key part in driving customer satisfaction, retention, revenue growth, and the achievement of department goals. This position ensures strong communication, operational excellence, and service performance while overseeing financial health through budget adherence, expense control, appropriate staffing, and minimized overtime.

Duties and Responsibilities

Customer Service & Team Leadership

• Model and uphold Packard Culligan Core Values:
• Accountability
• Being Open‑Minded
• Caring About Relationships
• Supervise, train, and mentor CSRs serving commercial and industrial customers.
• Ensure timely, professional handling of customer inquiries, scheduling, and service coordination.
• Resolve escalated customer issues promptly and maintain strong client relationships.
• Develop and implement customer service standards and best practices for C&I accounts.

Financial & Administrative Management

• Oversee billing processes, accounts payable, and C&I accounts receivable.
• Manage credit terms, bad debt, collections, commissions, and financial reporting for the C&I division.
• Ensure accuracy and timeliness of all financial transactions and compliance with company policies.
• Prepare and analyze monthly financial reports; identify trends and recommend corrective actions.

Inventory & Procurement

• Oversee inventory control for Residential and C&I parts and equipment.
• Manage procurement processes, including vendor relationships and purchase orders.
• Ensure accurate inventory reporting and resolve discrepancies promptly.

Quote Processing & Contract Management

• Manage quote processing and proposals for commercial projects in coordination with the C&I Sales team and C&I Project Manager.
• Oversee maintenance agreements, ensuring timely renewals and compliance with terms.
• Maintain accurate documentation for quotes, contracts, and customer agreements.
• Complete and support customers with external C&I documentation.

Operational Coordination

• Collaborate with the C&I Service Manager, Residential Office Manager, Route Manager, C&I Sales Manager, and C&I Project Manager to align office operations with field activities.
• Support operational efficiency through process improvements and workflow optimization.
• Maintain security and accuracy of all customer and financial information.

Reporting & Communication

• Provide regular updates to the General Manager on financial performance, operational metrics, and customer satisfaction.
• Lead department meetings and communicate company goals and initiatives to staff.

Perform other related duties as assigned.

Skills and Competencies

• Strategic Thinking & Leadership: Leads with strong strategic insight and develops a skilled, motivated team.
• Employee Experience: Creates a positive employee experience through strong leadership and emotional intelligence.
• Customer‑Centric Mindset: Demonstrates a commitment to service excellence and effectively manages escalated situations.
• Collaboration: Builds strong partnerships across departments and models teamwork.
• Multi‑Tasking: Manages competing priorities in a fast‑paced environment.
• Analytical Thinking & Problem Solving: Applies strong analytical skills to daily operations.
• Decision‑Making: Uses sound judgment to address complex issues and collaborates to ensure the best outcomes.

Minimum Qualifications

Education

• High School Diploma required.
• Bachelor’s degree in Business Administration, Accounting, or related field preferred.

Experience

• Minimum 3 years of office management experience, preferably in a commercial/industrial setting.
• Strong leadership, communication, and organizational skills.
• Solid understanding of billing, AP/AR, inventory management, and procurement processes.
• Experience with quote preparation and contract administration.
• Proficiency in Microsoft Office and accounting systems.

Culligan Offers

• A competitive base salary with high incentive potential
• Unbelievable benefits, including zero-deductible medical plans, dental and vision coverage, a wellness program with incentives, 401K with employer match, tuition reimbursement, scholarship opportunities, paid time off, and paid holidays
• Career advancement through training and development
• Work-life balance, with Monday-Friday, normal business operating hours
• Continuous training and development, with corporate support in human resources, accounting, and compliance