Customer Service Manager

Trulite Glass and Aluminum Solutions•Dallas, NC

18d•Onsite

About The Position

The Customer Service Manager is a senior-level leader responsible for managing customer service support for Trulite’s Glass, Envision, and Aluminum departments. The role executes business strategies and processes to support customer requirements, maintain excellent service and customer satisfaction, address complex customer issues, and identify potential sales leads. Target markets and service packages are developed collaboratively with project managers, customer service representatives, order entry, and sales representatives. The manager oversees department employees, including hiring, training, performance management, retention, and development. The role coordinates customer service with production, sales, accounting, and plant operations to support timely order entry, pricing, production, packaging, and delivery. It also monitors service quality, safety, legal and regulatory compliance, costs, and branch revenue objectives. The position is located at 10 E Fields St, Dallas, NC 28034, and follows a Monday–Friday, 8 a.m.–5 p.m. day shift schedule.

Requirements

High school diploma or equivalent.
5–8 years of customer service or relevant experience.
At least 5 years of supervisory or management experience leading a customer service organization of 15 or more employees.
Ability to multitask and remain organized, efficient, and accurate.
Self-motivated, goal-oriented approach focused on business results.
Excellent written and verbal 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 job duties 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 workers in the Glass, Envision, and Aluminum Customer Service departments.
Onboard and train new or existing employees on processes, work methods, and procedures.
Introduce new products and verify conformance to company specifications and customer service requirements.
Provide timely and accurate employee feedback, conduct performance reviews, and address disciplinary issues and operational concerns.
Interview, hire, and terminate employees as needed; support employee retention, training, and continued development.
Work with team members on customer service, production, and sales decisions to improve customer satisfaction.
Ensure on-time delivery and manage the flow of raw materials and inventory 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.
Carry out branch goals and support achievement of revenue objectives.
Ensure adherence to product and customer specifications, employment laws, OSHA regulations, and company policies.
Maintain effective working relationships with internal and external customers.
Provide timely and accurate management reporting.
Promote workplace safety and the safe operation of the process.
Identify cost-reduction opportunities, improve efficiencies, and develop staffing strategies.
Maintain and improve quality by ensuring work processes meet Trulite standards.
Provide backup support to other group members and perform related duties as assigned by management.
Coordinate with Accounting to submit supporting financial documentation and establish job accounts.
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 Sales to ensure estimating follows standards, processes, and key performance indicators.
Process customer COD/CIA payments.