Customer Service Process Manager

Quality Glass and Mirror Service•Omaha, NE

5d•Onsite

About The Position

We are adding a talented, hands-on Customer Service Process Manager to lead and elevate our established, high-performing customer service and order-processing team of 8–12 professionals. This group brings decades of combined glass-industry knowledge, outstanding customer relationships, and a proven track record of delivering quality results. This is an exciting leadership role for someone who loves partnering with experienced teams to unlock the next level of efficiency, accuracy, and job satisfaction through smart use of technology and streamlined processes.

Requirements

5+ years leading customer service or operations teams, ideally in manufacturing, distribution, construction, or technical products
A natural leadership style built on high emotional intelligence, respect, and the ability to earn trust quickly
Hands-on mastery of tools that make work easier:
Advanced Excel (pivot tables, VLOOKUPs, formulas; macros/VBA a bonus)
ERP systems (Infor, Epicor, SAP, etc.)
CRM platforms and workflow automation tools a plus
Proven success guiding experienced teams through positive change—celebrating what’s working while making great even better
Forward-thinking mindset: you see technology as a force multiplier for talented people
Exceptional communication skills and boundless patience when teaching new systems
High energy and capacity to manage daily operations while driving multiple improvement projects

Nice To Haves

Experience in glass, glazing, construction, or building products
Background in process improvement or Lean principles

Responsibilities

Coach, develop, and champion a tenured team that already excels in product knowledge and customer care
Build on the team’s strengths by collaboratively introducing tools and workflows that save time and reduce repetitive work
Partner with team members to identify “quick-win” improvements and longer-term automations that make their expertise even more impactful
Own customer service excellence metrics: response times, order accuracy, customer satisfaction, and on-time communication
Work side-by-side with Sales, Purchasing, Production, and Accounting to create seamless cross-functional experiences
Design engaging, respect-based training that highlights how new tools amplify the team’s existing skills
Continually improve processes using Excel automation, ERP enhancements, digital dashboards, and other practical solutions
Develop clear, living SOPs and mentor the team toward even greater ownership and pride in their work
Hire and onboard new talent as we continue rapid growth