Customer Service Manager

Company Description
Job Description
The role of a Customer Service Manager professional understands the sales process and attending to the customer needs. This role requires the ability to coach and mentor others to create effective inside Customer Service team. The recruitment, hiring and developing of team members is a vital objective of the role. A combination of technical and interpersonal skill sets is necessary to be successful.
DUTIES AND RESPONSIBILITIES

• Developing lasting, mutually beneficial internal/external customer relationships
• Tracking metrics and maintaining a clean book of business for both orders & claims
• Acting on customer concerns, investigating situations, and creating solutions
• Developing and leading a cohesive, high functioning team
• Having management skills necessary for clear communications, active listening, effective delegating, resolving team disagreements and establishing accountability for performance
• Working with management peers in a way that leads to a culture of best outcome for Cornerstone, rather than a specific department

Role Balance:

• Technical/Analytical: This role requires technical expertise with the extensive product line as well as with various software tools which support the process
• Strong attention to detail orientation is necessary to ensure the service and quality metrics are in place to bring increased customer satisfaction
• People: This role requires extensive teamwork with other disciplines coupled with the ability to negotiate with internal and external customers. It is required to work with them without being overly submissive or dominant as well as helping to spread knowledge to these other disciplines as much as possible to enable them to make sound decisions
• Planning/Scheduling: Planning and scheduling work necessitates an awareness of the strategic "big picture" and how that converts to tactical actions of the team. The ability to work on multiple deadlines at one time will require extraordinary personal time management skills. Following up on progress toward deadlines so that schedules are not jeopardized is critical
• Relationship Building: Critical to the success of this role is the development of productive relationships. These will be both internal and external as you and your group work with many other areas of the business

Qualifications

• Demonstrable evidence of business acumen
• Project / Negotiation management skills
• Strong oral and written communication skills are required
• Ability to read building drawings a plus
• Previous roofing experience is a plus
• Minimum 2-year post-secondary education required; Bachelor's degree is desirable
• Bilingual is a plus but not required
• Must have high ability to multi-task
• Must have HIGH level of organization skills
• Ability to make proactive decisions based on customer need
• Proficient in the use of Microsoft Outlook, Word, Excel, and PowerPoint
• Project/Negotiation management skills
• Strong oral and written communication skills are required
• 5+ years of construction products sales experience
• 5+ years of managerial/supervisory experience
• Travel required (<10%); ability to acquire American Express account is a requisite

Additional Information
Why work for Cornerstone Building Brands?
Our teams are at the heart of our purpose to positively contribute to the communities where we live, work and play. Full-time* team members receive** medical, dental and vision benefits starting day 1. Other benefits include PTO, paid holidays, FSA, life insurance, LTD, STD, 401k, EAP, discount programs, tuition reimbursement, training, and professional development. You can also join one of our Employee Resource Groups which help support our commitment to providing a diverse and inclusive work environment.
*Full-time is defined as regularly working 30+ hours per week. **Union programs may vary depending on the collective bargaining agreement.
All your information will be kept confidential according to EEO guidelines.
The US base salary range for this full-time position is $70,000 to $85,000 + medical, dental, vision benefits starting day 1 + 401k and PTO. Our salary ranges are determined by role, level, and location. Individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process. (Full-time is defined as regularly working 30+ hours per week.)
Videos To Watch
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