Customer Service Manager

Customer Service ManagerMiami Gardens, FL Come Join Us!From apartments in New York to hospitals and stadiums in Dallas, libraries at prestigious universities to creating modern retail experiences, our teams contribute architectural glass and building products to projects that shape the way people live, work, heal, learn, and play. At OBE, the work of our employees truly matters. With over 6,500 employees, we operate more than 80 manufacturing and distribution facilities in five countries. You can see some of our favorite projects here. Start your journey with OBE and help us build the future. What You’ll Get to DoThe Customer Service Manager leads the Miami and Tampa customer support team to deliver exceptional service and ensure customer satisfaction across a fast-paced, high-volume market. This role involves developing service strategies suited to a bilingual, high-growth customer base, managing daily operations, resolving escalated issues and driving continuous improvement. This role is perfect for an individual with leadership and team development abilities, detail-oriented with excellent communication skills and comfortable navigating the pace of South Florida's construction and glazing industry. A vital member of the OBE team, this is an opportunity to build a career with an industry leader in a top-tier growth market. Job responsibilities include:Manage employees by communicating job expectations, coaching, counseling, reviewing and enforcing policies and proceduresHandle escalated customer complaints and complex inquiries, including time-sensitive requests tied to hurricane-season and impact-glass project deadlinesMonitor KPI's such as response time, resolution rate and customer satisfactionConduct training sessions and performance evaluationsCollaborate with various teams including sales and operations, including local branch and regional leadershipPrepare reports for senior leadership on service metrics and trendsServe as a key point of contact for contractor, architect and builder network, supporting the region's ongoing commercial construction demand What We Are Looking ForWe know great candidates come from all kinds of backgrounds. If you don’t check every box below, we’d still love to hear from you.5+ years of experience in customer service, with 2+ years in a leadership roleProficiency in CRM platforms and support softwareAbility to win respect and influence at all levels of the organization and stakeholdersBilingual (English/Spanish) proficiency strongly preferredStrong analytical, data-driven decision-making skills; familiarity with KPI dashboards & performance analytics What OBE Offers YouBenefits that benefit you – industry competitive benefits at the lowest cost to the employeeWork-life balance – PTO and holidays, including floating holidays you can chooseCompensation that rewards your hard work – A pay-for-performance culture with potential for annual raises and bonusesTraining – We will equip you with the knowledge and skills you need to succeed OBE Privacy PolicyOBE will not discharge or discriminate against employees or applicants for discussing, disclosing, or inquiring about their own or others' pay.