Regional Customer Service Manager

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Come Join Us!
From apartments in New York to hospitals and stadiums in Dallas, libraries at prestigious universities to creating modern retail experiences, our teams contribute architectural glass and building products to projects that shape the way people live, work, heal, learn, and play. At OBE, the work of our employees truly matters. With over 6,500 employees, we operate more than 80 manufacturing and distribution facilities in five countries. You can see some of our favorite projects here.

Start your journey with OBE and help us build the future.

What You’ll Get to Do
The Regional Customer Service Manager is focused on delivery of all customer service activities and reports to the Regional Director, Sales.

As the Regional Customer Service Manager, you will be responsible for overseeing and leading the delivery of all customer service activities within the assigned region, including coaching and developing the CSR team to meet company standards and goals. This position can be both player and coach to ensure that the team is delivering exceptional customer service in an accurate and timely manner to meet our customer expectations, support our operations and sales teams, and allow us to win in the market.  This role will oversee customer service for our facilities in Newnan GA, Terrell TX, Waxahachie TX, and Tuscaloosa AL, and can be based at any of the four locations.

• Leadership & Management: Oversee and lead the customer service teams across multiple locations within the region, ensuring alignment with company goals and standards.
• Customer Experience: Develop and implement strategies to enhance customer satisfaction and loyalty, addressing customer needs and feedback effectively.
• Performance Monitoring: Analyze customer service metrics and KPIs to assess team performance and identify areas for improvement.
• Training & Development: Provide ongoing training and support to customer service representatives, fostering a culture of continuous learning and professional growth.
• Collaboration: Work closely with other departments, including sales, marketing, and operations, to ensure a seamless customer experience.
• Problem Resolution: Handle escalated customer issues and complaints, ensuring timely and effective resolution.
• Reporting: Prepare and present regular reports on customer service performance to senior management.

What We Are Looking For

• Education & Experience: Bachelor’s degree with 4+ years of business partner/generalist experience, particularly in recruitment, retention, and culture impact within a manufacturing or related environment.
• Ownership & Urgency: A results-oriented individual who takes ownership of their work, demonstrating a strong sense of urgency, excellent organizational skills, and attention to detail.
• Initiative & Tenacity: A proactive problem-solver with the courage to pursue the best solutions.
• Communication Skills: A confident communicator and collaborator, both verbally and in writing, who is approachable and proactive.
• Critical Thinking: Strong problem-solving, process improvement, and critical thinking skills.
• Team Player: A team-oriented individual who can adapt to support timelines and deliverables.
• Technical Skills: Familiarity with social media and proficiency in MS Windows and HRIS systems.

What OBE Offers You

• Benefits that benefit you – industry competitive benefits at the lowest cost to the employee
• Work-life balance – PTO and holidays, including floating holidays you can choose
• Compensation that rewards your hard work – A pay-for-performance culture with potential for annual raises and bonuses
• Training – We will equip you with the knowledge and skills you need to succeed.

OBE is an Affirmative Action and Equal Opportunity Employer.
EOE/Vet/Disability--If you want to know more, please click on this link
Oldcastle BuildingEnvelope is an E-Verify Employer.

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Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)