Customer Service Manager

Trulite Glass and Aluminum Solutions•New Berlin, WI

4d•$75,000 - $85,000•Onsite

About The Position

The Customer Service Manager is a senior-level role providing leadership and management for customer service teams supporting glass, Envision, and aluminum products and services. The position executes business strategies and processes to meet customer requirements, addresses complex customer issues, and maintains high standards of customer satisfaction and Trulite Platinum customer service. The manager also identifies potential sales leads and works with project managers, customer service representatives, order entry, and sales representatives on target markets and service offerings. This role oversees staffing, onboarding, training, performance feedback, employee development, and workforce decisions. It coordinates closely with production, sales, accounting, and plant management to support accurate order entry and quoting, customer specifications, production schedules, packaging, on-time delivery, and revenue objectives. The manager monitors compliance, safety, service quality, costs, and operational efficiency, and provides management reporting and support as needed. The position is based at 5700 S Moorland Rd., New Berlin, Wisconsin. The stated schedule is Monday through Friday, 8:00 a.m. to 5:00 p.m. The salary range is $75,000–$85,000, with participation in a monthly production incentive bonus program. Benefits begin on the first day of employment.

Requirements

High school diploma or equivalent.
Five to eight years of customer service or relevant experience.
Five years of supervisory or management experience leading a customer service organization of more than 15 employees.
Ability to multitask and remain organized, efficient, and accurate.
Self-motivated, goal-oriented approach focused on business results.
Excellent written and oral communication, interpersonal, time-management, and conflict-management skills.
Experience using the Microsoft Office 365 suite.
Ability to calculate discounts, fractions, percentages, area, circumference, and volume, and apply basic algebra and geometry concepts.
Ability to perform the duties and responsibilities with or without reasonable accommodation.
Must pass a criminal background check.

Nice To Haves

Related glass and aluminum work experience.

Responsibilities

Manage and coordinate activities of employees in the Glass, Envision, and Aluminum Customer Service departments.
Oversee onboarding and conduct training for new and existing employees on processes, work methods, and procedures.
Introduce new products and verify their conformance to company specifications and customer service requirements.
Provide timely and accurate employee performance feedback and address disciplinary issues, material shortages, and equipment problems as appropriate.
Interview, hire, and terminate employees as needed; support retention, training, and continued development of hourly and exempt employees.
Work with team members on customer service, production, and sales decisions to improve customer satisfaction.
Ensure on-time delivery and manage raw-material and inventory flow to meet customer commitments.
Serve as a subject matter expert on products, codes, and systems, including Axapta and Support Center Plus.
Handle internal and external customer issues professionally and promptly.
Ensure teams complete time-sensitive daily order entry and price quotes accurately.
Carry out branch goals and support revenue objectives while adhering to product and customer specifications.
Maintain compliance with employment laws, OSHA regulations, and company policies.
Maintain effective working relationships with internal and external customers and provide timely, accurate management reports.
Promote workplace safety and safe operation of the process.
Identify cost-reduction opportunities, improve efficiency, and develop staffing strategies.
Maintain and improve quality by ensuring work processes meet Trulite standards.
Provide related duties and backup support to other group members as assigned by management.
Communicate with Accounting to ensure supporting financial documentation is submitted and job accounts are established.
Coordinate with the Plant Manager to support timely production, proper packaging, and on-time delivery.
Maintain professional and technical knowledge through workshops, publications, professional networks, and company technical training.
Work with the sales team to ensure estimating follows standards, processes, and key performance indicators.
Process customer COD/CIA payments.
Identify and contribute to potential sales leads.