Customer Service Manager

Position Overview:

The Customer Service Manager is responsible for leading the customer service team to deliver exceptional customer experiences while supporting operational efficiency and company growth. This position oversees customer service processes, team development, order management, and customer communications to ensure customers receive accurate, timely, and professional support.

The Customer Service Manager works closely with customers, sales teams, operations personnel, and leadership to resolve issues, improve service performance, and drive continuous improvement initiatives. This position requires strong leadership, communication, problem-solving, and organizational skills, along with the ability to manage multiple priorities in a fast-paced environment.

Key Responsibilities:

• Lead, develop, and support Customer Service team members while promoting accountability, customer focus, and continuous improvement.
• Monitor customer service performance metrics, including response times, transfer rates, customer satisfaction, and team productivity.
• Oversee order management processes to ensure order accuracy, timely processing, and proactive communication regarding delays, backorders, and service issues.
• Resolve escalated customer concerns and partner with internal departments to identify and implement effective solutions.
• Develop and maintain customer service procedures, training materials, and standard operating procedures that support consistent service delivery.
• Coordinate onboarding, training, coaching, and performance development activities for Customer Service team members.
• Analyze customer feedback, service trends, and operational reports to identify improvement opportunities and enhance customer experience.
• Manage customer records, reporting systems, shared inboxes, and other customer service resources to support departmental efficiency.
• Partner with sales, operations, warehouse, and logistics teams to improve communication, order fulfillment, and overall customer satisfaction.
• Support departmental projects, process improvement initiatives, and other customer service responsibilities as assigned.

Qualifications:

• Bachelor's degree in Business, Communications, Management, or a related field preferred.
• 5 or more years of customer service, customer support, account management, or related experience preferred, including team leadership, customer issue resolution, process improvement, and performance management.
• Strong verbal and written communication, problem-solving, coaching, and relationship-building skills.
• Proficiency with CRM systems, ERP systems, Microsoft Excel, Word, Outlook, and customer service reporting tools.

Requirements:

• Satisfactory criminal history check
• Signed confidentiality agreement (completed during onboarding)

Benefits:

Our employee owners enjoy many benefits, such as:

• Company performance bonuses
• Overtime & weekly pay
• Employee Stock Ownership Plan (ESOP)
• Up to 112 Hours of PTO in first year
• 401(k) retirement plan with company matching
• Employee discounts on wide range of home building materials
• Medical, dental, and vision coverage
• Life & Disability Insurance
• Parental leave
• Wellness program
• Safety bonus for applicable positions
• Ongoing training and development
• And much more!