Customer Service Manager

Job Summary We are seeking an experienced Customer Service Manager with a strong background in the storefront aluminum and glazing industry to oversee daily customer service operations and act as a key link between customers, sales, and production. This is a hands-on leadership role requiring strong decision-making skills, accountability, and the ability to manage both people and processes in a fast-paced fabrication environment. Key Responsibilities Customer Service & Team Oversight Oversee the daily operations of the customer service department Assign, monitor, and manage incoming emails, calls, and messages to ensure they are properly designated to a CSR and responded to in a timely manner Step in to assist CSRs when they fall behind or when workload volume increases Fill in for CSRs during absences to ensure uninterrupted customer support Handle escalated or difficult customer situations professionally and effectively Leadership & Employee Management Directly supervise Customer Service Representatives and related staff Provide ongoing coaching, training, and performance feedback to team members Address performance issues promptly, including issuing corrective action when necessary Make difficult decisions regarding employee accountability, discipline, or termination in accordance with company policies and management direction Enforce company standards, procedures, and expectations consistently across the team Maintain a professional, fair, and respectful work environment while holding employees accountable for performance and behavior Order & Quoting Support Assist with pricing and obtaining quotes for specialty hardware, storefront systems, and custom materials Coordinate ordering of specialty materials and hardware when required Track orders and confirm receipt of materials upon arrival Verify that all required materials are available before releasing jobs to production Order Accuracy & Production Coordination Review and double-check customer orders, shop drawings, and specifications prior to production Communicate clearly with the production team regarding job requirements, concerns, or changes Address and resolve discrepancies between sales, customer service, and production Schedule daily production in coordination with shop capacity and delivery timelines Process & Communication Management Ensure internal systems are up to date with accurate job status, notes, and documentation Maintain strong communication across departments to prevent errors and delays Identify workflow inefficiencies and recommend improvements Provide management with updates on customer service performance, workload, and staffing needs Required Qualifications Minimum 3-5 years of experience in the storefront aluminum, glazing, or architectural metals industry Prior experience in customer service management or a senior CSR / lead role Strong understanding of storefront aluminum systems, hardware, materials, and fabrication workflows Ability to read and interpret shop drawings, specifications, and construction documents Proven experience managing employees and handling performance issues Skills & Competencies Strong leadership and decision-making ability Excellent written and verbal communication skills High attention to detail and order accuracy Ability to multitask and prioritize in a deadline-driven environment Confidence handling difficult conversations with both customers and employees Proficiency with email, order management systems, and standard office software Preferred Qualifications Experience working directly with fabrication and production teams Knowledge of vendor sourcing, lead times, and specialty hardware suppliers Experience scheduling production in a manufacturing or fabrication setting Compensation & Benefits Competitive salary based on experience PTO, holidays, etc. Performance-based bonus potential Long-term growth opportunity within the company

Job Type:

Full-time Pay:

From $52,000.00 per year

Work Location:

In person