Customer Service Manager (Denver)
About The Position
The Customer Service Manager leads the customer support team to deliver exceptional service and ensure customer satisfaction across a fast-paced, high-volume market. This role involves developing service strategies suited to a bilingual, high-growth customer base, managing daily operations, resolving escalated issues and driving continuous improvement. This role is perfect for an individual with leadership and team development abilities, detail-oriented with excellent communication skills and comfortable navigating the pace of Denver's construction and glazing industry. A vital member of the OBE team, this is an opportunity to build a career with an industry leader in a top-tier growth market.
Requirements
- 5+ years of experience in customer service, with 2+ years in a leadership role in a manufacturing environment, building solutions preferred
- Proficiency in CRM platforms and support software
- Ability to win respect and influence at all levels of the organization and stakeholders
- Bilingual (English/Spanish) proficiency strongly preferred
- Strong analytical, data-driven decision-making skills; familiarity with KPI dashboards & performance analytics
Nice To Haves
- Comfortable navigating the pace of Denver's construction and glazing industry
Responsibilities
- Manage employees by communicating job expectations, coaching, counseling, reviewing and enforcing policies and procedures
- Handle escalated customer complaints and complex inquiries, including time-sensitive requests tied to hurricane-season and impact-glass project deadlines
- Monitor KPI's such as response time, resolution rate and customer satisfaction
- Conduct training sessions and performance evaluations
- Collaborate with various teams including sales and operations, including local branch and regional leadership
- Prepare reports for senior leadership on service metrics and trends
- Serve as a key point of contact for contractor, architect and builder network, supporting the region's ongoing commercial construction demand
Benefits
- Industry competitive benefits at the lowest cost to the employee
- PTO and holidays, including floating holidays you can choose
- A pay-for-performance culture with potential for annual raises and bonuses
- We will equip you with the knowledge and skills you need to succeed
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
