Customer Service Manager

Amrize; Waukesha (WI); On-site; USD 70,000 - 100,000; Full time

Job summary

Amrize North America is seeking a Customer Service Manager to direct, manage, and support all aspects of its Customer Service function within a manufacturing environment. The role emphasizes building a high-performing team, implementing strategic service programs, and driving continuous improvement to deliver a best-in-class customer experience.

The successful candidate will lead initiatives across operations, ensure accuracy and timely service transactions, and foster cross-functional

Qualifications

• Bachelor’s or Associates degree preferred with five to seven years related experience, including three years in a management role specifically in a customer service environment.
• Experience in manufacturing is required.
• Demonstrated ability in building and maintaining a high performing team.
• Proven ability to communicate effectively with people at all levels of the organization in multiple functions.
• Must demonstrate a passion for process improvement, innovation, and providing a quality customer experience.
• Ability to analyze data, prioritize resources, and deliver on a vision in a highly competitive and rapidly changing environment.
• Must possess excellent analytical, critical thinking and problem solving ability.
• Strong aptitude with Microsoft Excel, Word and PowerPoint.
• Set priorities that support strategic direction.
• Stay informed and act on information about customer needs

Responsibilities

• Directs, manages and supports all aspects of Customer Service function including oversight of operations and deliverables for a Best in Class program.
• Develops strategies and implements programs to meet growth objectives.
• Evaluates customer service systems and procedures for efficiency and waste reduction.
• Communicates roles, responsibilities, priorities and performance expectations to team members.
• Provides direction and coaching for staff development.

Skills

Communication

Leadership

Analytical thinking

Problem solving

Process improvement

Education

Bachelor’s or Associate degree

Tools

Microsoft Excel

Microsoft Word

PowerPoint

Job description

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COMPANY OVERVIEW

Amrize is building North America. From bridges and railways to data centers, schools, offices and homes, our solutions are inside the buildings and infrastructure that connect people and advance how we live. And we invite you to come and build with us.

As the partner of choice for professional builders, we offer advanced branded solutions from foundation to rooftop. Wherever our customers are, whatever their job, we’re ready to deliver. Our 19,000 colleagues work across 1,000 sites supported by an unparalleled distribution network. Infrastructure, commercial and residential, new build, repair and refurbishment: We’re in every construction market.

Amrize listed on the New York Stock Exchange and the SIX Swiss Exchange on June 23, 2025, following our spinoff as an independent company. Join us and build your ambition.

Join the Gaco team, a trusted name in building envelope solutions with a heritage dating back to 1955.

We’re seeking a Customer Service Manager who’s ready to be part of a company committed to formulating everyday success for every customer through innovative, reliable products used to adhere, seal, and protect at every level of the building envelope.

POSITION: Customer Service Manager

POSITION SUMMARY:

The Customer Service Manager directs, manages and supports all aspects of the Customer Service function.

RESPONSIBILITIES: (additional duties as assigned)

• Directs, manages and supports all aspects of Customer Service function which includes oversight of all operations and deliverables associated with creating a “Best in Class” Customer Service Program
• Anticipates the impact of the changing business environment on customer service
  • Develops strategies and implements programs to meet growth objectives
  • Evaluates on-going needs for customer service systems
  • Establishes high service standards and creates metrics to measure performance and monitor productivity
• Evaluates Customer Service’s operating procedures, and makes changes to improve accuracy, efficiency or reduce waste and expense
• Communicates roles, responsibilities, priorities and performance expectations to team members to ensure a highly productive team
  • Provides direction and coaching for staff professional development

ACCOUNTABILITIES:

• Develop and launch strategic solutions and consistently meet Customer Service goals
• Accuracy and timeliness of Customer Service transactions
• Efficiency and effectiveness that available resources are used to achieve operational goals for Customer Service
• Productivity and morale of staff
• Ensure quality of Customer Service training
• Adherence to company policy and procedures

AUTHORITIES:

• Initiate tasks within established guidelines
• Analyze and improve departmental processes
• Enforcement of departmental policies
• Hire, reward and discipline employees

COMPLEXITY:

Work is performed with minimum of direction and supervision: has significant latitude in determining work objectives and goals. Regular use of independent judgment is required. Erroneous decisions and/or failure to get results may cause serious delays or substantially increase costs; may cause poor employee or customer relationships.

EDUCATION, EXPERIENCE AND/OR SKILLS REQUIRED:

• Bachelor’s or Associates degree preferred and five to seven years related experience, including three years in a management role specifically in customer service environment
• Experience in manufacturing is required
• Demonstrated ability in building and maintaining a high performing team
• Proven ability to communicate effectively with people at all levels of the organization in multiple functions
• Must demonstrate a passion for process improvement, innovation, and providing a quality customer experience
• Ability to analyze data, prioritize resources, and deliver on a vision in a highly competitive and rapidly changing environment
• Must possess excellent analytical, critical thinking and problem solving ability
• Communicate roles, responsibilities, priorities and performance expectations to team members to ensure a highly productive team
• Strong aptitude with Microsoft Excel, Word and PowerPoint.
• Set priorities that support strategic direction
• Stay informed and act on information about customer needs

PHYSICAL / MENTAL DEMANDS:

the physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Regularly required to sit, stand, bend, reach, climb and move about the facility.
• Regularly utilizes depth perception, peripheral vision and close focus.
• Regularly operates a computer, computer accessories and phone equipment.
• May occasionally lift up to 20 lbs.
• Occasionally stoops, kneels, reaches, fingers, and carries.
• Ability to hear at normal speaking levels.

WORKING CONDITIONS:

Office setting / Warehouse floor

#BuildingEnvelop #Amrize

Amrize is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

We thank all applicants for their interest; however, only those selected for an interview will be contacted.

Amrize North America Inc. takes pride in our hiring processes and our commitment that all qualified applicants will receive consideration for employment without regard to age, race, color, ethnicity, religion, creed, national origin, ancestry, gender, gender identity, gender expression, sex, sexual orientation, marital status, pregnancy, parental status, genetic information, citizenship, physical or mental disability, past, current, or prospective service in the uniformed services, or any other characteristic protected by applicable federal, state or local law. Amrize North America Inc, and its respective subsidiaries are Equal Opportunity Employers, deciding all employment on the basis of qualification, merit and business need. Amrize Canada Inc. is committed to the principles of employment equity and encourages the applications from women, visible minorities, and persons with disabilities.Amrize North America Inc. participates in E-Verify and will provide the federal government with your I-9 information to confirm that you are authorized to work in the United States.

In compliance with the ADA Amendments Act (ADAAA), if you have a disability and would like to request accommodation in order to apply for a position with us, please email [e-mail]. This email address should only be used for accommodations and not general inquiries or resume submittals. In Ontario, our organization/business is committed to fulfilling our requirements under the Accessibility for Ontarians with Disabilities Act. Under the Act, accommodations are available on request for candidates taking part in all aspects of the selection process.

While we sincerely appreciate all applications, only candidates selected for an interview will be contacted.