Customer Service Manager, Construction

Description:

COMPANY OVERVIEW

Artisan Design Group (ADG), a Lowe's company, is a leading national provider of interior finishings solutions for homebuilders and property management clients. ADG delivers end to end design, procurement and installation services for flooring, cabinets, countertops and a growing portfolio of interior products. Founded in 2016, ADG has grown by uniting respected regional operators across the country. Following its 2025 acquisition by Lowe's Companies, Inc., the company continues to operate as ADG while benefiting from the scale, resources and brand strength of one of the most trusted names in home improvement. Together, they are expanding their capabilities in a highly fragmented market while remaining committed to craftsmanship, service and local expertise. that make their teams valued partners nationwide.

JOB SUMMARY

The Customer Service Manager plays a critical role in overseeing the day-to-day customer service and project support operations for our countertop installation business. This position works closely with builders, homeowners, vendors, field teams, installers, and internal operations staff to ensure projects move efficiently from scheduling through completion. Success in this role means customer concerns are resolved quickly, installation schedules remain organized and accurate, service issues are handled proactively, and communication between all parties is timely and professional. This role combines hands-on customer service coordination with operational oversight and team leadership in a fast-paced construction environment.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Ensure customer service requests, installation updates, service issues, and project communications are handled accurately and professionally. Oversee daily customer service workflows including scheduling support, installation coordination, service escalations, and warranty-related matters. Maintain accurate service records, installation documentation, scheduling updates, and operational reports within company systems and vendor portals. Coordinate closely with Operations, Sales, Production, Field Teams, Vendors, and Installers to support efficient project execution and customer satisfaction. Monitor installation schedules, service requests, and open items to help prevent delays, communication breakdowns, or unresolved customer concerns. Support and oversee the Customer Service Representative team member, providing guidance, training, accountability, and day-to-day support. Step in to perform customer service and scheduling responsibilities directly during peak periods, coverage gaps, or operational needs. Escalate installation, scheduling, or customer concerns appropriately while driving timely and solution-oriented resolutions. Review operational reports, installation documentation, and service-related data to identify trends, inefficiencies, or areas for process improvement. Ensure vendor communication, customer updates, and internal follow-up activities are completed promptly and professionally. Maintain strong relationships with builders, homeowners, vendors, field personnel, and internal teams to support long-term customer satisfaction and operational success. Support continuous improvement efforts by helping develop and improve service processes, communication standards, and workflow efficiency. Perform other job-related duties as assigned.

Requirements:

EDUCATION, EXPERIENCE & QUALIFICATIONS

Required Qualifications Minimum 3+ years of customer service, project coordination, scheduling, or operations experience required. Previous experience working in construction, homebuilding, flooring, cabinetry, countertops, manufacturing, logistics, or other fast-paced operational environments required. Experience handling customer escalations, scheduling coordination, and high-volume communication in a service-driven environment. Strong organizational skills with the ability to manage multiple priorities, timelines, and customer needs simultaneously. Strong computer and technical skills, including experience using scheduling systems, customer portals, Microsoft Office, and operational software systems. Ability to communicate professionally and effectively with customers, vendors, field teams, and leadership. Must be legally authorized to work in the United States. Preferred Qualifications (Nice-to-Haves) Previous leadership, lead CSR, or supervisory experience. Experience supporting residential construction or installation operations. Familiarity with countertop, flooring, cabinetry, or building materials industries. Experience working with builders, subcontractors, or construction site personnel. Bilingual (English/Spanish) skills. Experience in the countertop or stone industry is helpful but not required. We are willing to train motivated candidates with strong operational and customer service experience.

CORE COMPETENCIES

Build and maintain professional working relationships Communicate clearly and effectively Demonstrate accountability and ownership Exercise sound judgment and decision-making Identify and resolve operational challenges proactively Remain organized and responsive in fast-paced environments Deliver strong customer service while balancing operational priorities

PHYSICAL DEMANDS

The physical demands described below are representative of those required to successfully perform the essential functions of this position.

Stationary Position:

Ability to remain in a stationary position (sitting or standing) for up to 75% of the workday.

Mobility:

Frequently required to move throughout the office, showroom, warehouse, or job site to access materials, files, or personnel.

Manual Dexterity:

Frequently operates a computer and other office equipment.

Communication:

Ability to effectively communicate and exchange accurate information with customers, vendors, field personnel, and team members in busy environments.

Lifting/Carrying :

Occasionally lifts and/or moves items weighing up to 20 pounds.

WORK ENVIRONMENT

The work environment characteristics described below are representative of those encountered while performing the essential functions of this position.

Office/Design Center:

Professional office environment with moderate noise levels and frequent interaction with customers, vendors, and internal departments.

Warehouse/Facility:

May occasionally enter warehouse or production areas with exposure to moving materials and operational activity.

Job Site/Field:

Occasional exposure to residential construction sites and active installation environments.

OUR BENEFITS

Health Insurance (Medical, Prescription, Dental, and Vision) Life Insurance Paid Holidays and Paid Time Off 401(k) Plan with Company Matching ADG is an equal opportunity employer and administers all personnel practices without regard to race, color, religious creed, sex, gender, age, ancestry, national origin, mental or physical disability or medical condition, sexual orientation, gender identity or expression, marital status, military or veteran status, genetic information, or any other category protected under federal, state, or local law. We are committed to helping individuals with disabilities participate in the workforce and ensuring equal opportunity to apply and compete for jobs. If you need any assistance at any point in the application or hiring process due to a disability and you need an accommodation, please email accommodations@adgus.net. Please do not use this email address for any other questions. Only inquiries regarding accommodations will be addressed.