Customer Service Manager

Old-Castle-Building-Envelop; Moorestown Township (NJ); On-site; USD 85,000 - 105,000; Full time

Benefits offered by this job

Competitive benefits

PTO & floating holidays

Pay-for-performance

Training & development

Job summary

OBE in Moorestown, NJ is seeking a Customer Service Manager to lead a team of up to seven specialists. You will set direction, protect revenue, and drive on-time order entry for custom architectural glass products.

You will coach, develop, and partner with production, shipping, and sales to resolve escalations and improve processes using TPS/lean methods. Strong communication and data skills are essential to success in a fast-paced, growth-focused environment.

Qualifications

• 5+ years in customer service leadership.
• Proficiency with ERP and order entry systems (Surpass preferred).
• Experience with data analysis, forecasting and sales statistics.
• Structured problem-solving skills (TPS/Lean).
• Ability to influence at all levels and manage high-volume order flow.

Responsibilities

• Lead & develop the team: set expectations, provide feedback and coach for growth.
• Drive revenue recognition: ensure accurate order entry and on-time production.
• Resolve escalations: investigate issues and negotiate solutions with customers.
• Partner across the business: align with production, shipping, sales, and engineering.
• Lead continuous improvement: apply TPS/lean to track performance.
• Build a formal training and onboarding program.
• Advise customers & colleagues on OBE products and services.
• Prioritize with confidence in a fast-paced environment.

Skills

Customer service

Leading teams

ERP systems

Order entry

Data analysis

Forecasting

TPS/Lean

Cross-functional

Customer relations

Tools

Surpass

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

Every product we make at Moorestown is custom, including architectural glass, shower enclosures & hardware. Behind each order is a team that quotes it, enters it & sees it through to delivery. As Customer Service Manager, you will lead that team.

You will set direction, build accountability & develop a collaborative, experienced team of up to seven: customer service representatives, order entry specialists & shower enclosure specialists. You will protect revenue recognition, keep customers informed & make sound calls on escalations. You will also negotiate fair outcomes rather than simply accommodating every request.

This role suits a people leader who is a structured problem solver, data driven & a clear communicator. You will be a vital member of the OBE team, with room to build a career with an industry leader.

Job responsibilities include:

• Lead & develop the team: Set clear expectations, give regular feedback & reviews, and coach each person toward growth. You will also manage performance consistently & fairly, including difficult decisions when needed.
• Drive revenue recognition: Make sure custom orders are entered accurately, converted & released to production on time. A key focus is reducing errors at the order entry stage.
• Resolve escalations: Investigate quality complaints, back orders, replacement-related credit requests & back charges. Determine ownership & negotiate solutions that serve both the customer & OBE.
• Partner across the business: Work closely with production, shipping, sales, estimating, engineering & operations. Together you will confirm manufacturing capability, keep orders flowing & hold constructive conversations when a request falls outside policy or agreed ownership.
• Lead continuous improvement: Use the Toyota Production System (TPS) for structured problem solving. Track team performance through the L4 board & OPEX metrics, such as lines entered per CSR & order entry error rates.
• Build a formal training & onboarding program: Replace today's shadowing-based approach with a structured program & ongoing product training that strengthens team expertise.
• Advise customers & colleagues on OBE products & services.
• Prioritize with confidence in a fast-paced, changing environment.

What We Are Looking For

• 5+ years in customer service, including 2+ years leading direct reports
• Proven ability to set expectations, manage performance & make difficult personnel decisions with fairness & care
• Proficiency with ERP & order entry systems (Surpass experience preferred)
• Experience with data analysis & performance tracking, including forecasting & sales statistics
• Strong customer & business judgment, with experience resolving complaints on custom or made-to-order products
• Structured problem-solving skills through TPS, lean or continuous improvement
• Ability to build credibility & influence at every level, and to hold respectful, firm conversations with customers & internal partners
• Experience managing high-volume, email-driven order flow & leading cross-functional communication with production & shipping

Position Pay Range

$85,000 - $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 will not discharge or discriminate against employees or applicants for discussing, disclosing, or inquiring about their own or others' pay.