Customer Service Manager

$84,000 - $105,000/Yr

CRH Americas - Los Angeles, CA

Full-time - Mid Level

Los Angeles, CA

5,001-10,000 employees

Nonmetallic Mineral Product Manufacturing

About the position

The Customer Service Manager at Oldcastle BuildingEnvelope, Inc. in Los Angeles, CA, is responsible for enhancing the overall customer service experience in a specialized environment. This role involves leading a team, developing customer service policies, and ensuring customer satisfaction through effective communication and problem-solving. The position offers opportunities for career advancement and requires a hands-on, articulate leader who can drive results and foster a positive teamwork environment.

Responsibilities

• Improve overall Customer Service Experience in a non-standard, custom & highly specialized Customer Service environment.
• Develop, implement, adhere to customer service policies and procedures.
• Be highly responsive to customer inquiries and orders.
• Investigate, track, and solve customer problems.
• Provide advice and assistance to staff and customers regarding products and services of the organization.
• Coordinate & Participate in educational opportunities, internally and externally, to enhance knowledge of the product.
• Coordinate with other internal departments to ensure a continuous flow of orders and flawless execution.
• Foster and maintain a positive teamwork environment that reflects Oldcastle's commitment to 100% customer satisfaction.
• Manage employees by communicating job expectations, coaching, counseling, reviewing, and enforcing policies and procedures.
• Train newly hired CSRs as well as provide ongoing development and product training to the current CSR team.
• Provide customer & sales information & statistics to other members of the sales force and management team to formulate policy in promoting sales.
• Support sales force as required and requested.

Requirements

• Previous customer service experience.
• Previous management or supervision experience.
• Positive demeanor and professional interaction with internal and external customers.
• Computer experience and strong aptitude.
• MRP system knowledge.
• Ability to write reports and business correspondence to include letters to customers and vendors as well as internal documentation of policies and processes.
• Strong organizational, attention to detail, and listening skills.
• Ability to manage a fast-paced deadline driven environment.
• Ability to read and perform mathematical calculations, such as discounts, interest, and percentages, and apply concepts of basic algebra and geometry.
• Ability to use and read a tape measure.
• An uncompromising safety-first approach in the workplace.

Benefits

• 401(k) matching
• Dental insurance
• Disability insurance
• Health insurance
• Life insurance
• Opportunities for advancement
• Paid holidays