Customer Service Manager (Denver)

Oldcastle BuildingEnvelope; Denver (CO); On-site; USD 75,000 - 105,000; Full time

Benefits offered by this job

Industry competitive benefits

Work-life balance: PTO/holidays

Pay-for-performance with raises/bonu s

Training

Job summary

Oldcastle BuildingEnvelope seeks a Customer Service Manager to lead a high-volume customer support team in Denver. The role focuses on developing service strategies for a bilingual customer base, managing daily operations, resolving escalated issues, and driving continuous improvement within the glazing and construction sector.

Ideal candidates bring 5+ years in customer service with leadership experience in manufacturing, strong CRM/analytics skills, and ability to influence stakeholders across

Qualifications

• 5+ years of experience in customer service, with 2+ years in a leadership role in a manufacturing environment, building solutions preferred.
• 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 trainings 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

Customer service

CRM platforms

Stakeholder influence

Bilingual English/Spanish

Data analytics

Tools

CRM platforms and support software

Job description

Come Join Us!

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 projectshere.

Start your journey with OBE and help us build the future.

What You’ll Get to Do

The Customer Service Manager leads the 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-rowth 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 Denver'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.

Jobresponsibilitiesinclude:

• Manageemployeesbycommunicatingjobexpectations,coaching,counseling,reviewingandenforcingpoliciesandprocedures
• Handleescalatedcustomercomplaintsandcomplexinquiries,includingtime-sensitiverequeststiedtohurricane-seasonandimpact-glassprojectdeadlines
• MonitorKPI'ssuchasresponsetime,resolutionrateandcustomersatisfaction
• Conducttrainingsessionsandperformanceevaluations
• Collaboratewithvariousteamsincludingsalesandoperations,includinglocalbranchandregionalleadership
• Preparereportsforseniorleadershiponservicemetricsandtrends
• Serveasakeypointofcontactforcontractor,architectandbuildernetwork,supportingtheregion'songoingcommercialconstructiondemand

What We Are Looking For

Weknowgreatcandidatescomefromallkindsofbackgrounds.Ifyoudon’tcheckeveryboxbelow,we’dstilllovetohearfromyou.

• 5+ years of experience in customer service, with 2+ years in a leadership role in a manufacturing environment, building solutions preferred
• ProficiencyinCRMplatformsandsupportsoftware
• Abilitytowinrespectandinfluenceatalllevelsoftheorganizationandstakeholders
• Bilingual(English/Spanish)proficiencystronglypreferred
• Strong analytical, data-driven decision-making skills; familiarity with KPI dashboards & performance analytics

Position Pay Range

$75,000—$105,000 USD

What OBEOffers You

• Benefits that benefit you – industry competitivebenefitsat 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 Privacy Policy

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