Customer Service Manager
Oldcastle Building Envelope
Customer Service Manager
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 Do
The Customer Service Manager leads the customer support team to deliver exceptional service and ensure customer satisfaction. This role involves developing service strategies, 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. A vital member of the OBE team, this is an opportunity to build a career with an industry leader.
Job responsibilities include:
- Manage employees by communicating job expectations, coaching, counseling, reviewing, and enforcing policies and procedures.
- Handle escalated customer complaints and complex inquiries
- Monitor KPIs such as response time, resolution rate and customer satisfaction
- Conduct training sessions and performance evaluations
- Collaborate with various teams including sales and operations
- Prepare reports for senior leadership on service metrics and trends
What We Are Looking For
- 5+ years of experience in customer service, with 2+ years in leadership role
- Proficiency in CRM platforms and support software
- Experience in data analysis and performance tracking
- Ability to win respect and influence at all levels of the organization and stakeholders
What OBE Offers You
- Benefits that benefit you – industry competitive benefits at the lowest cost to the employee
- Work-life balance – PTO and holidays, including floating holidays you can choose
- Compensation that rewards your hard work – A pay-for-performance culture with potential for annual raises and bonuses
- Training – We will equip you with the knowledge and skills you need to succeed
OBE will not discharge or discriminate against employees or applicants for discussing, disclosing, or inquiring about their own or others' pay.