Customer Service Manager

Trulite Glass & Aluminum Solutions; Cheswick (Allegheny County); On-site; USD 75,000 - 85,000; Full time

Benefits offered by this job

Monthly bonus

Quarterly bonus

Benefits starting DAY ONE

401k match

Job summary

Trulite Glass & Aluminum Solutions is seeking a Customer Service Manager to lead and develop the Glass Customer Service team, ensuring excellent service and high customer satisfaction. You will implement processes, oversee training, and collaborate with sales, project management, and order entry to drive performance and growth.

The role emphasizes on-time delivery, accurate feedback, and leadership of a team responsible for pricing quotes and order entry, with a strong focus on maintaining

Qualifications

• 5-8 years of customer service or relevant experience and a Bachelor’s degree is required.
• 5 years supervisory/management experience in a customer service organization of 15+ resources preferred.
• Manufacturing experience required; related glass industry experience preferred.
• Must pass criminal background check.

Responsibilities

• Manages and coordinates activities of workers in the Glass Customer Service departments.
• Oversees onboarding and training of new or existing employees, including processes and procedures.
• Introduces new products to verify conformance to company specifications and service to customers.
• Provides employees with timely feedback on performance reviews and issues when required.
• Interviews, onboards, and exits employees as needed.
• Responsible for retention and development of hourly and exempt employees.
• Interfaces with team members daily to drive customer improvement and satisfaction.
• Ensures on-time delivery and manages flow of materials and inventory to meet commitments.
• Subject matter experts on products, codes and systems (Axapta, Support Center Plus, etc.).
• Handles internal and external customer issues professionally and timely.

Skills

Customer service

Leadership

Communication skills

Microsoft Office 365

Multi-tasking

Time management

Conflict management

Education

Bachelor's degree

Tools

Microsoft Office 365

Job description

This role is not open for submissions from outside staffing agencies.

Customer Service Manager

What Brought You Here

• Total compensation salary range: $75K-$85K depending on experience
  • Participate in our monthly bonus incentive opportunity based off team performance!
  • Quarterly safety bonus opportunities
• Shift Days and Hours: M-F, 8:00am – 5:00pm
• Benefits starting DAY ONE!

Who You Are

The Customer Service Manager position 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.

What You Will Be Doing

• Manages and coordinates activities of workers in the Glass Customer Service departments.
• Oversees, onboards 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.

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.

Why Trulite

Truliteoffers the most comprehensive benefit coverage in the industry. We give our employeesimmediate accesstohealth, dental, vision and life insurance benefits, as well as provideshort/long-term disabilitycoverage to protect you financially if you should incur a non-occupational illness or accident.

Stay with us for a year and your401k employer match is 100% vestedand immediately becomes part of your ever improving financial plan. This is also true for those who select and contribute to theirHealth 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 HSA, if you choose to participate, is alsovested 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 whyTrulitevalues 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.