Customer Service Manager (Denver)

Oldcastle BuildingEnvelope; Quinte West; On-site; CAD 104,000 - 145,000; Full time

Benefits offered by this job

Competitive benefits

PTO & holidays

Pay-for-performance culture

Training opportunities

Job summary

Oldcastle BuildingEnvelope is seeking a Customer Service Manager to lead a fast-paced, bilingual support team in a manufacturing environment. You will develop service strategies, manage daily operations, and ensure outstanding customer satisfaction.

The role emphasizes leadership, CRM proficiency, KPI tracking, and collaboration with sales, operations, and regional leadership. You will coach staff, resolve escalated issues, and report on service metrics to senior leadership.

Qualifications

• 5+ years in customer service with 2+ years in a leadership role in manufacturing
• Proficiency in CRM platforms and support software
• Ability to influence stakeholders at all levels
• Bilingual English/Spanish preferred
• Strong analytical skills with KPI dashboards

Responsibilities

• Manage employees by communicating job expectations, coaching, counseling, reviewing and enforcing policies and procedures
• Handle escalated customer complaints and complex inquiries, including time-sensitive requests tied to hurricane season and impact-glass project deadlines
• Monitor KPIs such as response time, resolution rate and customer satisfaction
• Conduct trainings sessions and performance evaluations
• Collaborate with various teams including sales and operations, including local branch and regional leadership
• Prepare reports for senior leadership on service metrics and trends
• Serve as a key point of contact for contractor, architect and builder network, supporting the region’s ongoing commercial construction demand

Skills

Leadership

CRM proficiency

Stakeholder management

Bilingual EN/ES

Data analytics

Tools

CRM platforms

Job description

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 across a fast-paced, high-volume market. This role involves developing service strategies suited to a bilingual, high-rowth 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 Denver’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.

Jobresponsibilitiesinclude:

• Manageemployeesbycommunicatingjobexpectations,coaching,counseling,reviewingandenforcingpoliciesandprocedures
• Handleescalatedcustomercomplaintsandcomplexinquiries,includingtime-sensitiverequeststiedtohurricane-seasonandimpact-glassprojectdeadlines
• MonitorKPI’ssuchasresponsetime,resolutionrateandcustomersatisfaction
• Conducttrainingsessionsandperformanceevaluations
• Collaboratewithvariousteamsincludingsalesandoperations,includinglocalbranchandregionalleadership
• Preparereportsforseniorleadershiponservicemetricsandtrends
• Serveasakeypointofcontactforcontractor,architectandbuildernetwork,supportingtheregion’songoingcommercialconstructiondemand

What We Are Looking For

Weknowgreatcandidatescomefromallkindsofbackgrounds.Ifyoudon’tcheckeveryboxbelow,we’dstilllovetohearfromyou.

• 5+ years of experience in customer service, with 2+ years in a leadership role in a manufacturing environment, building solutions preferred
• ProficiencyinCRMplatformsandsupportsoftware
• Abilitytowinrespectandinfluenceatalllevelsoftheorganizationandstakeholders
• Bilingual(English/Spanish)proficiencystronglypreferred
• Strong analytical, data-driven decision-making skills; familiarity with KPI dashboards & performance analytics

Position Pay Range

$75,000—$105,000 USD

What OBEOffers 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 Privacy Policy

OBE will not discharge or discriminate against employees or applicants for discussing, disclosing, or inquiring about their own or others’ pay.