Lead Customer Service Manager – Construction Glass

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

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