Manager, Customer Service

MITER Brands; Temecula (CA); On-site; USD 96,000 - 120,000; Full time

Benefits offered by this job

401(k) with company match

Paid time off

Health insurance options

Job summary

Milgard Windows & Doors inTemecula, CA, seeks a Manager, Customer Service to lead customer care, warranty and field service across the Southern California and Desert Mountain regions. You will oversee a 50+ person team and partner with Manufacturing, Quality, Sales and Operations to deliver exceptional service.

The role requires a proven leadership background, strong coaching skills, and a track record of improving customer satisfaction while controlling costs.

Qualifications

• 5+ years of customer service leadership experience.
• 5+ years of people management experience.
• Experience leading teams of 50 or more employees.
• Demonstrated success resolving escalated customer issues and complex service-related challenges.
• Strong critical thinking, problem-solving, and decision-making skills.
• Experience managing departmental budgets and operational performance.
• Ability to effectively prioritize and manage multiple responsibilities in a fast-paced, constantly changing environment.
• Excellent communication, coaching, and relationship-building skills.
• Proficiency with Microsoft Office applications and CRM systems.

Responsibilities

• Lead customer care, warranty, and field service operations across the Southern California and Desert Mountain regions.
• Coach, mentor, and develop supervisors, coordinators, service professionals, and field service teams to drive engagement and performance.
• Serve as the escalation point for complex customer concerns and ensure timely resolution.
• Drive customer satisfaction by fostering a service-focused culture and positive customer experience.
• Manage staffing, scheduling, workforce planning, and departmental budgets.
• Analyze customer service trends and performance metrics to identify opportunities for improvement.
• Partner with Manufacturing, Operations, Sales, Engineering and Quality teams to resolve recurring issues and improve outcomes.
• Develop and implement process improvements to enhance efficiency and reduce costs.
• Utilize CRM systems and reporting tools to support data-driven decisions.

Skills

Leadership

People management

Budget management

Communication

CRM systems

Analytical thinking

Education

Bachelor's degree or equivalent

Tools

Salesforce

Oracle

Microsoft Office

Job description

Job DescriptionManager, Customer ServiceLocation: Temecula, CASchedule: Full-Time | Monday-Friday | 8:00 AM-5:00 PM | 100% OnsiteTravel: Up to 15% throughout the Southern California and Desert Mountain regionsCompensation: $95,600 - $119,500 annually, plus eligibility for a 5% target bonusAbout the RoleMilgard Windows & Doors is seeking an experienced Manager, Customer Service to join our Temecula leadership team. This role is responsible for leading customer care, warranty, and field service operations across the Southern California and Desert Mountain regions while delivering an exceptional customer experience and building a high-performing team focused on operational excellence.As a key member of the site leadership team, you will oversee a customer service and field service organization of more than 50 employees, manage escalated customer issues, drive process improvements, and partner closely with Manufacturing, Quality, Sales, and Operations leaders to identify solutions and enhance service delivery. The ideal candidate is a strong people leader who can balance customer satisfaction, employee development, operational performance, and cost management while fostering a culture of accountability and continuous improvement.What You'll DoLead customer care, warranty, and field service operations across the Southern California and Desert Mountain regions, including Las Vegas, Arizona, Utah, Colorado, and New Mexico.Lead and develop a customer service and field service organization of 50+ employees.Coach, mentor, and develop supervisors, coordinators, service professionals, and field service teams to drive engagement, accountability, and performance.Leverage leadership through supervisors and team leads, when applicable, to support team effectiveness and operational goals.Serve as the escalation point for complex customer concerns, ensuring timely and effective resolution.Drive customer satisfaction by creating a service-focused culture and ensuring a positive customer experience throughout the service lifecycle.Balance service costs with customer expectations while maintaining high levels of customer satisfaction and operational efficiency.Manage staffing, scheduling, workforce planning, and departmental budgets to support operational goals.Analyze customer service trends and performance metrics to identify opportunities for improvement.Partner with Manufacturing, Operations, Sales, Engineering and Quality teams to resolve recurring issues and improve product and service outcomes.Develop and implement process improvements that enhance efficiency, reduce costs, and improve customer satisfaction.Utilize CRM systems and reporting tools to manage customer interactions and support data-driven decision-making.Ensure compliance with company policies, safety standards, and operational procedures.Contribute as an active member of the Temecula Leadership Team in support of site and organizational objectives.QualificationsRequired5+ years of customer service leadership experience.5+ years of people management experience.Experience leading teams of 50 or more employees.Demonstrated success resolving escalated customer issues and complex service-related challenges.Strong critical thinking, problem-solving, and decision-making skills.Experience managing departmental budgets and operational performance.Ability to effectively prioritize and manage multiple responsibilities in a fast-paced, constantly changing environment.Excellent communication, coaching, and relationship-building skills.Proficiency with Microsoft Office applications and CRM systems.PreferredExperience leading supervisors, team leads, or other people leaders.Experience in manufacturing, building products, construction, fenestration, home improvement, or related industries.Experience leading customer service, warranty service, service operations, or contact center teams.Experience with Salesforce, Oracle, or similar CRM platforms.Bachelor's degree or equivalent combination of education and experience.What Makes You SuccessfulYou are a strong people leader who enjoys coaching and developing others.You excel at building and leading large, high-performing teams in a fast-paced, high-pressure environment.You are customer-focused and committed to delivering exceptional service.You can effectively balance customer satisfaction with operational and cost objectives.You have the ability to navigate challenging customer situations with professionalism and confidence.You use data and analytics to drive decisions and improve performance.You thrive in a collaborative environment and build strong partnerships across functions.You have a sense of urgency and take ownership of results.You can successfully manage competing priorities in a constantly changing business environment.Why Join Milgard in Temecula?Join a passionate and collaborative leadership team.Play a meaningful role within a location that maintains strong ties to the local community through charitable initiatives, local partnerships, and Chamber of Commerce involvement.Work for an organization that actively partners with local colleges and universities to develop future talent.Step into a highly visible leadership role following the retirement of a respected leader with more than 32 years of service.Build your career within MITER Brands, a growing organization committed to developing future leaders and creating opportunities for advancement.Ready to Make an Impact?If you're a customer service leader who thrives on developing teams, solving complex challenges, and delivering exceptional customer experiences, we'd love to hear from you. Join Milgard Windows & Doors and play a key role in shaping the customer experience, leading warranty and service operations across a multi-state region, developing future leaders, and driving operational excellence at our Temecula location. Apply today and grow your career with MITER Brands.What We OfferAt MITER Brands, we invest in your health, wealth, and wellness. Our comprehensive benefits package supports you and your eligible spouse/dependents while helping you achieve your personal and professional goals.We offer competitive pay, a 401(k) with company match, and generous paid time off to help you maintain a healthy work-life balance.Health & WellnessThree comprehensive medical plan optionsPrescription drug coverageDental insuranceVision insuranceTeladoc virtual healthcare servicesEmployee Assistance Program (EAP)Annual Wellness ClinicFinancial ProtectionCompany-paid Life InsuranceVoluntary Life InsuranceCompany-paid Short-Term DisabilityCompany-paid Long-Term DisabilitySupplemental Hospital Indemnity InsuranceCritical Illness InsuranceAccident InsuranceAdditional BenefitsPaid Time Off (PTO) and paid holidays401(k) retirement plan with company matchTuition Reimbursement ProgramLegal InsuranceIdentity Theft ProtectionPet InsuranceTeam Member Discount ProgramMITER Brands, including MI Windows and Doors, Milgard, and PGT Innovations, is an Equal Opportunity Employer. We are committed to fostering an inclusive workplace and do not discriminate based on race, color, religion, sex, national origin, age, disability, veteran status, genetic information, sexual orientation, or any other protected status under applicable law.Work Authorization and Sponsorship Disclosure:The Company does not offer employer sponsorship at this time. Therefore, candidates must provide truthful and complete information regarding their eligibility to work in the U.S. and any current or future need for employment sponsorship. Misrepresentation regarding work authorization or sponsorship need at any stage of the hiring process will result in disqualification from consideration, rescission of an employment offer, or termination of employment.