Manager, Order Management

Taxwell helps everyday Americans get every tax advantage they deserve by finding credits and deductions they never even knew existed. Our tax preparation software offers easy guidance and ensures your maximum tax refund. We strive to build a team of like-minded experts in both tax and technology who align with our brand purpose, are advocates for our customers and have a fresh, non-traditional approach to the tax industry.

Drake Software is a leading digital tax filing platform which offers customers professional digital and downloadable products that are easy-to-use, best-in-class technology, and provide unparalleled customer support. We are a trusted solution for all users including those with complex tax returns. We strive to attract and retain candidates who exemplify our values: performance, perseverance, progress and partnership. Drake Software is a member of the Taxwell family of products. We are an organization of forward thinkers looking to add industry experts to our growing team.

This role will primarily support Drake Software as we provide the tools and support tax professionals need to build their businesses and attract new clients. We are an organization of problem solvers continually looking for solutions to support our customers. Our customers know they can rely on Drake Software for comprehensive product excellence and value.

Job Summary: We are seeking a highly motivated and detail-oriented Order Management Team Manager to oversee our order processing operations. This role requires a basic understanding of general accounting and the ability to effectively schedule and manage employees to ensure adequate phone coverage. The ideal candidate will have leadership experience, excellent problem-solving skills, and a customer-focused mindset.

Key Responsibilities:

• Lead and manage the Order Management team to ensure timely and accurate processing of customer orders.

• Oversee day-to-day operations, ensuring compliance with company policies and procedures.

• Develop and maintain efficient scheduling practices to ensure sufficient phone coverage and customer support.

• Collaborate with internal teams, including finance, sales, retention and customer support, to streamline order processing workflows.

• Monitor team performance, set goals, and provide coaching and feedback to team members.

• Maintain accurate records of transactions, payments, and invoices, ensuring adherence to accounting standards.

• Ensure that data is properly logged in CRM and Accounting systems.

• Identify and implement process improvements to enhance operational efficiency and customer satisfaction.

• Handle escalated customer inquiries and resolve issues in a professional and timely manner.

• Prepare and analyze reports on order processing metrics, providing insights and recommendations to senior management.

• Train and mentor team members to support professional growth and development.

Qualifications:

• Bachelor's degree in Business Administration, Accounting, Finance, or a related field preferred.

• 3+ years of experience in order management, accounting, workforce management, customer service or a similar role.

• Prior call center management or call center workforce management experience highly preferred.

• General accounting principles and financial transactions.

• Experience with workforce scheduling and resource allocation to ensure efficient operations.

• Proficiency in order processing systems and accounting software.

• Excellent problem-solving and analytical skills.

• Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.

• Outstanding communication and interpersonal skills.

• Customer-focused mindset with a commitment to providing excellent service.

Preferred Qualifications:

• Experience in a call center or customer service environment.

• Familiarity with ERP or CRM (Salesforce) systems.

• Knowledge of tax preparation or financial software industry.

#LI-DNI

At Taxwell, we believe our work benefits from the diverse perspectives of our employees. As such, Taxwell welcomes and celebrates diversity and inclusion and is committed to equal opportunity employment. At Taxwell, you can expect a supportive, open, and inclusive atmosphere and a team that values your contributions.

Taxwell is committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants without regard to race, color, religion, sex, national origin, age, disability, marital status, sexual orientation, gender identity, veteran status, and any other status protected under applicable law. Taxwell considers information gathered in the hiring process, including information on this application, confidential, and only shares it on a need-to-know basis or as required by law.

If you need assistance or accommodation due to a disability, you may contact us at [email protected]  or by calling 828-349-5703 extension 6049 to speak with a member of the HR Talent Acquisition team.