Customer Service Manager – KPI-Driven Construction Support

OBE; Denver, Northern (CO, KY); Hybrid; USD 75,000 - 105,000; Full time

Benefits offered by this job

Industry competitive benefits

PTO and holidays (floating holidays)

Pay-for-performance with annual raises

Training provided

Job summary

OBE is seeking a Customer Service Manager to lead the customer support team in a fast-paced, high-volume market. You will develop service strategies for a bilingual, growth-focused customer base, manage daily operations, and drive continuous improvement in a Denver-based environment.

The role emphasizes leadership, detailed communication, and the ability to navigate the pace of the construction and glazing industry.

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.
• 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 incl. sales and operations, including local branch and regional leadership.

Skills

CRM proficiency

Support software

Stakeholder influence

Analytical skills

Tools

CRM systems

Job description

OBE is seeking a Customer Service Manager to lead the customer support team in a fast-paced, high-volume market. You will develop service strategies for a bilingual, growth-focused customer base, manage daily operations, and drive continuous improvement in a Denver-based environment.

The role emphasizes leadership, detailed communication, and the ability to navigate the pace of the construction and glazing industry.