Customer Service Manager

Oldcastle BuildingEnvelope; Wright City (MO); On-site; USD 60,000 - 80,000; Full time

Benefits offered by this job

Industry competitive benefits

PTO and holidays

Potential for annual raises and bonuses

Training and skill development

Job summary

Oldcastle BuildingEnvelope is seeking a Customer Service Manager to lead the customer support team. This role is focused on ensuring customer satisfaction by managing daily operations and resolving escalated issues. Candidates should have over 5 years of customer service experience, including 2 years in a leadership role. OBE offers competitive benefits, including work-life balance and a pay-for-performance culture with opportunities for raises and bonuses. This is a chance to join a leading company with a meaningful impact.

Qualifications

• 5+ years of experience in customer service, ideally with leadership experience.
• Excellent communication and team development abilities.
• Proficient in CRM platforms and support software.

Responsibilities

• Lead the customer support team to ensure exceptional service.
• Handle escalated customer complaints and complex inquiries.
• Monitor KPIs related to customer satisfaction and response times.

Skills

Leadership

Customer service

Communication skills

Data analysis

CRM proficiency

Performance tracking

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.

What You’ll Get to Do

The Customer Service Manager leads the customer support team to deliver exceptional service and ensure customer satisfaction. This role involves developing service strategies, 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. A vital member of the OBE team, this is an opportunity to build a career with an industry leader.

Job Responsibilities

• Manage employees by communicating job expectations, coaching, counseling, reviewing, and enforcing policies and procedures.
• Handle escalated customer complaints and complex inquiries.
• Monitor KPIs such as response time, resolution rate and customer satisfaction.
• Conduct training sessions and performance evaluations.
• Collaborate with various teams including sales and operations.
• Prepare reports for senior leadership on service metrics and trends.

What We Are Looking For

• 5+ years of experience in customer service, with 2+ years in a leadership role.
• Proficiency in CRM platforms and support software.
• Experience in data analysis and performance tracking.
• Ability to win respect and influence at all levels of the organization and stakeholders.

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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