Customer Service Leader - Manufacturing & TPS Excellence

Old-Castle-Building-Envelop; Newnan (GA); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Benefits package

Work-life balance PTO

Floating holidays

Bonuses potential

Training program

Job summary

Oldcastle BuildingEnvelope (OBE) in Newnan, GA seeks a Customer Service Manager to lead a team supporting architectural windows, doors, and related products. You will drive order accuracy, customer escalations, and cross-functional collaboration with sales, estimating, engineering and operations.

Ideal candidates bring 5+ years in customer service with at least 2 years in people leadership, strong problem-solving, TPS/lean experience, and a demonstrated ability to influence across levels.

Qualifications

• 5+ years of experience in customer service, with 2+ years in a formal people-leadership role managing direct reports
• Proven ability to hold team members accountable and manage performance, including difficult personnel decisions
• Proficiency in ERP platforms and software
• Experience in data analysis and performance tracking, with ability to forecast and provide sales statistics
• Ability to win respect and influence at all levels of the organization, and to confidently push back on customers and internal partners when appropriate
• Strong structured problem-solving skills; Toyota Production System (TPS), lean or continuous improvement experience
• B2B customer service experience in a manufacturing, call center or technical support environment
• Knowledge of aluminum glazing systems, doors or building products and their applications

Responsibilities

• Lead, coach and develop the customer service team by setting clear expectations, providing regular feedback and reviews, and holding team members accountable, including performance management up to and termination
• Drive revenue recognition by ensuring orders are accurately entered, converted and released to production on time
• Investigate and resolve escalated customer complaints and complex inquiries, determining ownership and negotiating solutions that serve both the customer and OBE
• Partner with sales, estimating, engineering and operations to ensure continuous flow of orders and to push back constructively when requests fall outside agreed ownership or policy
• Lead structured problem solving using the Toyota Production System (TPS) and monitor team performance data to drive continuous improvement
• Manage staffing and schedules across varying shifts to maintain customer coverage
• Provide advice and assistance to staff and customers regarding OBE products and services
• Conduct training sessions, including ongoing product training, to enhance team product knowledge
• Manage multiple priorities in a fast-paced and changing work environment

Skills

Leadership

Customer service

Communication

Data analysis

Forecasting

Problem solving

Cross-functional collaboration

Change management

Education

Bachelor's degree in a related field

Tools

ERP software

Job description

Oldcastle BuildingEnvelope (OBE) in Newnan, GA seeks a Customer Service Manager to lead a team supporting architectural windows, doors, and related products. You will drive order accuracy, customer escalations, and cross-functional collaboration with sales, estimating, engineering and operations.

Ideal candidates bring 5+ years in customer service with at least 2 years in people leadership, strong problem-solving, TPS/lean experience, and a demonstrated ability to influence across levels.