Customer Service & Operations Leader

Oldcastle BuildingEnvelope; Moorestown Township (NJ); On-site; USD 85,000 - 105,000; Full time

Benefits offered by this job

Benefits that benefit you

Work-life balance with PTO

Performance-based raises

Training opportunities

Job summary

Oldcastle BuildingEnvelope in Moorestown, NJ is seeking a Customer Service Manager to lead a team responsible for quoting, order entry, and ensuring on-time delivery of custom architectural glass and related products.

You will oversee a group of up to seven specialists, protect revenue recognition, and resolve escalations while partnering with production, shipping, and sales. This role requires people leadership, data-driven decisions, and strong communication.

Qualifications

• 5+ years in customer service, including 2+ years leading direct reports.
• 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.

Responsibilities

• Lead & develop the team: set clear expectations, give regular feedback & reviews, coaching for growth, and fair performance management.
• Drive revenue recognition: ensure custom orders are entered, converted and released to production on time, minimize errors.
• Resolve escalations: investigate quality complaints, back orders, credits, and negotiate solutions.
• Partner across the business: collaborate with production, shipping, sales, estimating, engineering & operations to keep orders flowing.
• Lead continuous improvement: apply TPS, track metrics like lines entered per CSR and entry error rates.
• Build a formal training & onboarding program with structured product training.
• Advise customers & colleagues on OBE products & services.
• Prioritize decisions in a fast-paced environment.

Skills

Customer service

Leadership

Data analysis

Forecasting

Cross-functional collaboration

Tools

Surpass ERP

Job description

Oldcastle BuildingEnvelope in Moorestown, NJ is seeking a Customer Service Manager to lead a team responsible for quoting, order entry, and ensuring on-time delivery of custom architectural glass and related products.

You will oversee a group of up to seven specialists, protect revenue recognition, and resolve escalations while partnering with production, shipping, and sales. This role requires people leadership, data-driven decisions, and strong communication.