Customer Service Manager

Oldcastle BuildingEnvelope; Miami Gardens (FL); On-site; USD 70,000 - 100,000; Full time

Benefits offered by this job

Competitive benefits

Paid time off

Bonuses

Training opportunities

Job summary

Oldcastle BuildingEnvelope in Miami/Dade is seeking a Customer Service Manager to lead the Miami and Tampa support teams, delivering exceptional service in a fast-paced market. You will develop service strategies for a bilingual, high-growth customer base and drive daily operations improvement.

The role requires leadership experience, CRM proficiency, and strong communication skills to manage escalations and KPI-driven performance.

Qualifications

• 5+ years of experience in customer service, with 2+ years in a leadership role.
• Proficiency in CRM platforms and support software.
• Ability to win respect and influence at all levels of the organization and stakeholders.
• Bilingual English/Spanish proficiency strongly preferred.
• Strong analytical, data-driven decision-making skills; familiarity with KPI dashboards & performance analytics.

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 KPI's such as response time, resolution rate and customer satisfaction.
• Conduct training 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

Bilingual English/Spanish

CRM platforms

KPI dashboards

Data analytics

Job description

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 Miami and Tampa 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-growth 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 South Florida'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.

Job responsibilities include:

• 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 KPI's such as response time, resolution rate and customer satisfaction
• Conduct training 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

What We Are Looking For

We know great candidates come from all kinds of backgrounds. If you don’t check every box below, we’d still love to hear from you.

• 5+ years of experience in customer service, with 2+ years in a leadership role
• Proficiency in CRM platforms and support software
• Ability to win respect and influence at all levels of the organization and stakeholders
• Bilingual (English/Spanish) proficiency strongly preferred
• Strong analytical, data-driven decision-making skills; familiarity with KPI dashboards & performance analytics

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

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