Customer Service Manager

Associated Materials, LLC•Cuyahoga Falls, OH

43d

About The Position

As a member of the Customer Service leadership team, the Customer Service Manager is responsible for leading and coordinating a broad range of customer service functions supporting Direct, Franchise/Strategic, and National Accounts, and more. This role provides leadership, guidance, and day-to-day support to the customer service organization while ensuring an industry-leading customer experience and a strong commitment to the voice of the customer. The Customer Service Manager understands that exceptional customer care is critical to maintaining a loyal customer base, improving customer satisfaction, and driving organic business growth. This role plays a key part in shaping the customer experience and strengthening the connection between customers, sales, operations, and internal support teams. This is a hands-on working manager role that requires both strategic leadership and active participation in daily customer service operations. The Manager will be responsible for building an empowered, collaborative, and accountable team culture while maintaining service performance standards across the business.

Requirements

7-10 years of managerial and leadership experience, preferably in a customer service or customer-facing environment
Bachelor's degree
Experience in a manufacturing or distribution environment strongly preferred
Familiarity with National or Strategic Accounts is highly desirable
Strong ability to lead, motivate, and develop teams in a fast-paced, high-energy environment
Demonstrated ability to manage escalations and navigate complex customer situations
Strong analytical and problem-solving skills with a data-driven mindset
Excellent communication skills, including professional phone and email etiquette
Proficiency in Microsoft Office (Word, Excel, Outlook, Teams)
Strong business acumen with the ability to manage relationships and drive accountability
Ability to provide and receive constructive performance feedback
Self-motivated with the ability to adapt quickly in a changing environment

Nice To Haves

Knowledge of Salesforce and AS400 systems is a plus

Responsibilities

Lead and develop a high-performing customer service team supporting Direct, Franchise/Strategic, and National Accounts
Build an empowered, collaborative, and accountable culture focused on customer experience and continuous improvement
Serve as a primary escalation point for complex customer inquiries, complaints, and issue resolution
Ensure timely and effective resolution of customer needs related to orders, invoicing, product information, and general inquiries
Monitor, manage, and maintain departmental KPIs and service performance standards
Identify trends in customer satisfaction and dissatisfaction and communicate insights to leadership for action
Develop, implement, and maintain service procedures, policies, and standards
Ensure accurate workflow management, prioritization, and resource allocation across the team
Provide coaching, feedback, performance management, and employee development, including hiring, training, and disciplinary actions when needed
Partner cross-functionally with Sales, Planning, Engineering, and Operations to resolve product and service issues
Maintain strong alignment between customer needs and business capabilities, ensuring effective communication between groups
Provide ongoing feedback on customer service processes and identify opportunities for improvement
Stay informed on industry trends and apply best practices to enhance service delivery
Ensure employees and processes operate in alignment with company policies, standards, and applicable laws
Support and promote environmentally responsible business practices within daily operations
Utilize systems such as Salesforce, AS400, and Paradigm to manage customer interactions and data (as applicable)
Support multi-time zone coverage and adjust priorities or schedules as business needs require