Director of Customer Experience & Estimating

Behlen Mfg Co.; Columbus, Northern (NE, KY); Hybrid; USD 120,000 - 180,000; Full time

Job summary

The Director of Customer Service at Behlen Building Services in Columbus, NE leads the Estimating and Project Management teams to deliver accurate estimates, proactive communication, and timely project execution.

The role partners with Sales, Engineering, Manufacturing, and the Manager of Business Processes & Tools to drive operational excellence and a high-performing team that delivers an industry-leading customer experience.

Qualifications

• Bachelor's degree in Business, Engineering, Construction Management, Operations, or a related field.
• Minimum of 10 years of progressive leadership experience in customer service, project management, estimating, operations, or commercial leadership.
• Experience leading multiple customer-facing departments.
• Experience in manufacturing, construction, engineered-to-order products, or industrial B2B businesses strongly preferred.
• Experience improving operational performance through leadership, accountability, and execution.

Responsibilities

• Lead the Estimating and Project Management teams.
• Establish a culture of accountability, responsiveness, collaboration, and continuous improvement.
• Recruit, develop, coach, and retain high-performing team members.
• Establish clear performance expectations and regularly evaluate individual and team performance.
• Build leadership capability within each department.
• Ensure estimates are accurate, competitive, and delivered on time.
• Improve quote turnaround time while maintaining estimate quality.
• Partner with Sales to improve quote conversion and project win rates.
• Develop estimating standards and ensure consistency across the department.
• Provide coaching and technical leadership to the estimating team.
• Ensure projects transition seamlessly from Sales and Estimating into execution.
• Drive consistent customer communication throughout the project lifecycle.
• Lead resolution of project issues while maintaining customer confidence.
• Improve schedule adherence and execution consistency.
• Ensure project managers effectively manage scope changes and customer expectations.

Skills

Leadership

Customer service leadership

Project management

Operations leadership

Team development

Education

Bachelor's degree in Business, Engineering, Construction Management, Operations, or related field

Job description

The Director of Customer Service at Behlen Building Services in Columbus, NE leads the Estimating and Project Management teams to deliver accurate estimates, proactive communication, and timely project execution.

The role partners with Sales, Engineering, Manufacturing, and the Manager of Business Processes & Tools to drive operational excellence and a high-performing team that delivers an industry-leading customer experience.