Customer Service Manager

Total compensation salary range: $75K–$85K depending on experience. Participate in monthly bonus incentive opportunities based on team performance and quarterly safety bonus opportunities.

About the role

The Customer Service Manager provides leadership and management to a customer service support organization servicing products and services. Executes business strategy and processes to adapt and support customer requirements. Initiates and/or implements corrective action for complex customers and issues to ensure an excellent standard of service and a high level of customer satisfaction. Identifies and contributes to the generation of potential sales leads. Develops specific target markets, service packages, and team programs in conjunction with project managers, customer service representatives, order entry, and sales representatives.

Responsibilities

• Manages and coordinates activities of workers in the Glass Customer Service departments.
• Oversees, onboards, and/or conducts training of new or existing employees, including processes, work methods, and procedures.
• Introduces new products to verify conformance to company specifications and service to customers.
• Provides employees with timely and accurate feedback on performance reviews, disciplinary problems, material shortages, and equipment issues.
• Interviews, onboards, and exits employees as needed.
• Responsible for retention, training, and continued development of hourly and exempt employees.
• Interfaces with team members daily on decisions concerning customer service, production, and sales to drive customer improvement and satisfaction.
• Ensures on-time delivery and manages the flow of raw materials and inventory to meet customer commitments.
• Serves as a subject matter expert on all products, codes, and systems (Axapta, Support Center Plus, etc.).
• Handles internal and external customer issues in a professional and timely manner.
• Ensures teams perform time-sensitive daily order entry and price quotes.
• Responsible for adhering to product and customer specifications.
• Maintains compliance with all required employment laws and OSHA regulations and policies.
• Provides timely and accurate management reporting.
• Works closely with the sales team to ensure estimating adheres to standards, processes, and key performance indicators.
• Processes customer COD/CIA payments.

Requirements

• 5–8 years of customer service or relevant experience.
• Bachelor’s degree is required.
• 5 years of supervisory/management experience in leading a customer service organization of 15+ resources preferred.
• Manufacturing experience required; related glass industry experience preferred.
• Must be able to multi-task, stay organized, work efficiently, and maintain accuracy.
• Self-motivated and goal-oriented with a drive to succeed and maximize business results.
• Fosters a "whatever it takes" attitude to get the job done.
• Excellent communication (written and oral), interpersonal, time management, and conflict management skills.
• Experienced user of Microsoft Office 365 suite.
• Ability to calculate discounts, fractions, percentages, area, circumference, and volume; apply concepts of basic algebra and geometry.
• Must be able to perform duties and responsibilities with or without reasonable accommodation.
• Must pass a criminal background check.

Schedule

Monday–Friday, 8:00 AM–5:00 PM.

Benefits

• Benefits start on day one, including health, dental, vision, and life insurance.
• Short-term and long-term disability coverage for non-occupational illness or accidents.
• 401(k) with 100% employer match, fully vested after one year of employment.
• Health Savings Account (HSA) with employer match for both employee and family coverage, fully vested immediately.
• Trulite covers most of the cost of benefits.