Online Customer Care Manager (CRL)
About The Position
From apartments in New York to hospitals and stadiums in Dallas, libraries at prestigious universities to creating modern retail experiences, our teams contribute architectural glass and building products to projects that shape the way people live, work, heal, learn, and play. At OBE, the work of our employees truly matters. With over 6,500 employees, we operate more than 80 manufacturing and distribution facilities in five countries. You can see some of our favorite projects here. Start your journey with OBE and help us build the future. Drive performance. Elevate service. Lead with impact. As the Online Customer Care Manager, you will lead a high-volume, high-performance team responsible for converting customer quotes into orders and delivering best-in-class service across multiple regions. You’ll set the pace for excellence — balancing speed, accuracy, and experience while empowering your team to deliver on every Service Level Agreement (SLA) with precision and care. Your role bridges Customer Care, Sales, and Business Development, requiring strong leadership, product expertise, and a deep understanding of CRL’s quoting systems and processes.
Requirements
- A minimum of 2-3 years previous customer service experience or equivalent; glass industry preferred
- High School Diploma or equivalent; Associates/Bachelor’s Degree preferred
- Proficiency in CRM systems and customer service software (e.g. SAP, 8x8 Work, etc)
- Exceptional communication, problem-solving, and conflict management skills.
- Agile mindset with the ability to adapt processes to meet volume demands and business priorities.
- Results-driven leadership style focused on improving service quality and customer engagement.
Responsibilities
- Lead, coach, and develop a team of customer service supervisors and representatives.
- Monitor and analyze service metrics (e.g., CSAT, NPS, response times) to identify trends and implement improvements.
- Ensure consistent service delivery aligned with company standards and customer expectations.
- Collaborate with cross-functional teams (Sales, Operations, Logistics, etc.) to resolve escalated issues and improve the end-to-end customer experience.
- Develop and implement regional service strategies that support business goals and customer satisfaction.
- Assess performance, provide training, and ensure compliance with policies and procedures.
- Manage staffing levels, scheduling, and resource allocation to meet service demands.
- Lead initiatives to streamline processes, reduce costs, and enhance service quality.
Benefits
- Benefits that benefit you – industry competitive benefits at the lowest cost to the employee
- Work-life balance – PTO and holidays, including floating holidays you can choose
- Compensation that rewards your hard work – A pay-for-performance culture with potential for annual raises and bonuses
- Training – 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
Associate degree
