Customer Service Manager
About The Position
The Customer Service Manager leads the Newnan customer service team, including customer service representatives, order entry specialists, and door detailers, supporting a manufacturing and fabrication site for architectural windows, doors, curtain walls, storefronts, and pressure- and hurricane-resistant systems. This is a leadership role focused on setting direction, building accountability, and developing the team rather than handling day-to-day order processing. Key priorities are supporting revenue recognition and delivering clear, timely communication to customers while balancing service with the organization's interests. The manager investigates issues, uses sound judgment, and negotiates solutions. The role is suited to a structured, data-driven problem solver and strong communicator.
Requirements
- 5+ years of experience in customer service, including 2+ years in a formal people-leadership role managing direct reports.
- Demonstrated ability to hold team members accountable and manage performance, including difficult personnel decisions.
- Proficiency in ERP platforms and software.
- Experience in data analysis and performance tracking, with the ability to forecast and provide sales statistics.
- Ability to earn respect and influence at all levels of the organization, and to confidently push back on customers and internal partners when appropriate.
- Strong structured problem-solving skills.
- B2B customer service experience in a manufacturing, call center, or technical support environment.
Nice To Haves
- Toyota Production System (TPS), lean, or continuous improvement experience.
- Knowledge of aluminum glazing systems, doors, or building products and their applications.
Responsibilities
- Lead, coach, and develop the customer service team by setting expectations, providing regular feedback and reviews, and holding team members accountable, including through performance management and termination when necessary.
- Drive revenue recognition by ensuring orders are accurately entered, converted, and released to production on time.
- Investigate and resolve escalated customer complaints and complex inquiries, determine ownership, and negotiate solutions that serve both the customer and OBE.
- Partner with sales, estimating, engineering, and operations to maintain order flow and constructively address requests outside agreed ownership or policy.
- Lead structured problem solving using the Toyota Production System (TPS) and monitor team performance data to drive continuous improvement.
- Manage staffing and schedules across varying shifts to maintain customer coverage.
- Provide advice and assistance to staff and customers regarding OBE products and services.
- Conduct training sessions, including ongoing product training, to enhance team product knowledge.
- Manage multiple priorities in a fast-paced and changing work environment.
Benefits
- Industry-competitive benefits at the lowest cost to the employee.
- PTO and holidays, including floating holidays employees can choose.
- Potential for annual raises and bonuses through a pay-for-performance culture.
- Training to equip employees with the knowledge and skills needed to succeed.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
