Customer Service Manager

Trulite Glass & Aluminum Solutions; Birmingham (AL); On-site; USD 75,000 - 85,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Life insurance

Disability insurance

401k match

HSA

Wellness program

Job summary

Trulite Glass & Aluminum Solutions in Birmingham, AL, seeks a Customer Service Manager with a manufacturing background to lead the glass CS team and drive top-quality service. The role focuses on developing processes, coaching staff, and aligning customer service with production and sales to meet commitments.

The incumbent will supervise 15+ resources, manage product and system knowledge (Axapta, Support Center Plus), and pursue continuous improvements to maintain Platinum service levels.

Qualifications

• Bachelor's degree and 5–8 years in customer service management required.
• Manufacturing experience with glass industry preferred; supervise 15+ staff.
• Excellent communication, time management, and conflict resolution skills; OSHA knowledge.

Responsibilities

• Manage and coordinate activities of workers in the Glass Customer Service departments.
• Oversee onboarding and training of new or existing employees including processes, methods, and procedures.
• Introduce new products to verify conformance to company specifications and service to customers.
• Provide timely and accurate feedback from performance reviews, disciplinary actions, material shortages, equipment problems, etc.
• Interview, onboard, and exit employees as needed.
• Responsible for retention, training and development of hourly and exempt employees.
• Interface with team members daily to drive customer improvement and overall satisfaction across customer service, production and sales.
• Ensure on-time delivery and manage the flow of raw materials and inventory to meet customer commitments.
• Subject Matter Experts on all products, codes and systems (Axapta, Support Center Plus, etc.).
• Handle internal and external customer issues in a professional and timely manner.
• Ensure teams perform time-sensitive daily order entry and price quotes.
• Adhere to product and customer specifications.
• Maintain compliance with employment laws and OSHA regulations and policies.
• Provide timely and accurate management reporting.
• Work with sales to ensure estimating adheres to standards and KPIs.
• Process customer COD/CIA payments.

Skills

Customer service leadership

Strategic thinking

Organizational skills

Communication skills

Microsoft Office 365

Team leadership

Education

Bachelor's Degree

Tools

Axapta

Support Center Plus

Microsoft Office 365

Job description

This role is not open for submission from outside staffing agencies

CUSTOMER SERVICE MANAGER- (Manufacturing Background Required)

$75k-$85k/year

The Customer Service Manager is a Senior-level position that 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 as needed to ensure that an excellent standard of service and a high level of customer satisfaction is maintained. Identifies and contributes with the generation of potential sales leads to the organization. Planning and development of specific target markets and groups and the actual service “package” will be developed as a team program in conjunction with the project manager, customer service representative, order entry, and sales representatives. Manages and/or implements corrective action as needed to ensure that an excellent standard of service and a high level of Trulite’s Platinum customer service levels are maintained.

Who You Are

• Highly self-motivated individual with a driven mentality
• Customer oriented
• Motivating Leader
• Strategic thinker
• Organized

Skills You Bring

• 5-8 years of customer service or relevant experience and Bachelors Degree is required.
• 5 years supervisory/management experience in managing and leading a customer service organization of 15 plus resources preferred.
• Manufacturing experience required. Related glass industry experience preferred.
• Must be able to multi-task, organized, efficient, and accurate.
• Self-motivated and goal-oriented person with a drive to succeed to maximize business results.
• Fosters a whatever it takes attitude to get the job done attitude.
• Must have 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. Ability to apply concepts of basic algebra and geometry.
• Must be able to perform the duties and responsibilities with or without reasonable accommodation.
• Must pass criminal background check.

What You Will Do

• Manage and coordinates activities of workers in the Glass Customer Service departments.
• Oversees, onboard and/or conducts training of new or existing employees to include 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 of performance reviews, disciplinary problems, material shortages, equipment problems etc. when required or appropriate.
• Interview, Onboard, and exit employees as needed.
• Responsible for retention, training and continued development of hourly and exempt employees
• Interfaces with team members on a daily basis, involved with decisions concerning all aspects of customer service, production and sales to drive customer improvement and overall satisfaction.
• Ensures on-time delivery, management of the flow of raw materials and inventory to meet customer commitments.
• Subject Matter Experts on all products, codes and systems (Axapta, Support Center Plus, etc.)
• Handles internal and external customer issues in a professional and timely manner.
• Responsible for ensuring teams performance of 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.

Why Trulite

Trulite offers the most comprehensive benefit coverage in the industry. We give our employees immediate access to health, dental, vision and life insurance benefits, as well as provide short/long-term disability coverage to protect you financially if you experience a non-occupational injury. We are pleased to offer a comprehensive wellness initiative that includes access to a progressive financial training program.

Stay with us for a year and your 401k employer match is 100% vested and immediately becomes part of your ever improving financial plan. This is also true for those who select and contribute to their Health Savings Account. We match on both employee and family coverage to help cover out-of-pocket expenses and if unused continues to grow until needed. The employer match for your HAS, if you choose to participate, is also vested immediately at 100% improving your financial health.

Trulite bears most of the cost of your benefits. We structured these benefits because we care not only about your physical well-being but your financial health and welfare too. Let us show you why Trulite values you as an employee and how we will help you achieve financial independence.

We are an Equal Opportunity Employer. We embrace and encourage our employees’ differences in age, color, disability, ethnicity, gender identity or expression, language, national origin, physical and mental ability, political affiliation, race, religion, sexual orientation, socioeconomic status, veteran status, and other characteristics that make our employees unique.