Customer Service Manager
: Job Details :

**Customer Service Manager**

****Position Description****

**Job Summary**

**Summary:**

The Customer Service Manager leads the internal and external customer communication process for the call center. This individual develops systems, structures, and processes to achieve standards that align all across service functions within the Insulation group. He / she ensures a positive work environment by providing direction, motivation, and support. The Manager is constantly working to enhance the processes and provide analysis of current practices. He / she must consistently develop strategies to anticipate the next level of customer service.

**Job Responsibilities**

* Guide day to day operation of call center personnel and programs

* Lead team of call center personnel, and manage Team Leads

* Identify, establish, and improve department policies

* Provide feedback, guidance, and develop action plans for direct reports and assist the Team Leads with managing their direct reports

* Strive for continuous improvement of service levels, track and report to management

* Provide continuous coaching and mentoring to attract, retain, and provide growth opportunities to employees

* Oversee staffing activities to ensure service metrics are achieved

* Assess effectiveness of training programs and strategy. Make recommended changes to ensure operational success

* Perform human resource functions including; interviewing, hiring, and termination recommendations

* Provide problem solving for all business needs as main customer touch point

* Participate in S&OP meetings

* Support emergency / disaster recovery system to enable call center functionality at all times

* Evaluate software capabilities and recommend solutions as pertaining to the call center functions

* Assist with preparation of department budget and business plan

* Oversee allocation management when business requires

* Communication link with regional managers and field sales on high level issues

* Interact with Logistics daily on inventory planning, allocation, and manufacturing policies / procedures

* Work closely with manufacturing on customer concerns

* Collaborate with marketing to successfully launch new products and services into call center

* Provide complaint tracking and analysis to monitor service levels

* Prepare employee annual reviews

* Recommendations for advancement/raises

* Recommend hiring / termination decisions

* Administer department incentives

* Time card and overtime approval

**Required Qualifications**

* Bachelors Degree or equivalent experience

* 10+ years experience in customer service, supply chain, or equivalent

* Knowledge of industry trends is preferred

* Agile experience is preferred.

* Experience in the Building Materials industry is preferred.

* Ability to communicate complex analysis in a clear, precise, manner is required

* Knowledge of diverse business processes in a wide range of industries.

* Ability to inspire, motivate and manage multiple teams and stakeholders while exceeding set targets.

* Ability to develop, implement and manage new ideas for the business and within a team environment.

* Good attention to detail with the ability to interpret customer related and analytical data is essential

**Company Summary**

Through the responsible development of innovative and sustainable building products, **CertainTeed**, headquartered in Malvern, Pennsylvania, has helped shape the building products industry for more than 110 years. Founded in 1904 as General Roofing Manufacturing Company, the firm's slogan Quality Made Certain, Satisfaction Guaranteed, inspired the name CertainTeed. Today, CertainTeed is a leading North American brand of exterior and interior building products, including roofing, siding, fence, decking, railing, trim, insulation, drywall and ceilings.

A subsidiary of Saint-Gobain, one of the worlds largest and oldest building products companies, CertainTeed has more than 6,300 employees and more than 60 manufacturing facilities throughout the United States and Canada.

*Saint-Gobain provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Saint-Gobain is an equal opportunity employer of individuals with disabilities and supports the hiring of veterans.*

Customer Service Manager

Location: Malvern

Posting Date: 05/27/2021

Job Code: 586415