About this Customer Service Manager role at Oldcastle BuildingEnvelope
Come Join Us!
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.
What You’ll Get to Do
Every product we make at Moorestown is custom, including architectural glass, shower enclosures & hardware. Behind each order is a team that quotes it, enters it & sees it through to delivery. As Customer Service Manager, you will lead that team.
You will set direction, build accountability & develop a collaborative, experienced team of up to seven: customer service representatives, order entry specialists & shower enclosure specialists. You will protect revenue recognition, keep customers informed & make sound calls on escalations. You will also negotiate fair outcomes rather than simply accommodating every request.
This role suits a people leader who is a structured problem solver, data driven & a clear communicator. You will be a vital member of the OBE team, with room to build a career with an industry leader.
Job responsibilities include:
- Lead & develop the team: Set clear expectations, give regular feedback & reviews, and coach each person toward growth. You will also manage performance consistently & fairly, including difficult decisions when needed.
- Drive revenue recognition: Make sure custom orders are entered accurately, converted & released to production on time. A key focus is reducing errors at the order entry stage.
- Resolve escalations: Investigate quality complaints, back orders, replacement-related credit requests & back charges. Determine ownership & negotiate solutions that serve both the customer & OBE.
- Partner across the business: Work closely with production, shipping, sales, estimating, engineering & operations. Together you will confirm manufacturing capability, keep orders flowing & hold constructive conversations when a request falls outside policy or agreed ownership.
- Lead continuous improvement: Use the Toyota Production System (TPS) for structured problem solving. Track team performance through the L4 board & OPEX metrics, such as lines entered per CSR & order entry error rates.
- Build a formal training & onboarding program: Replace today's shadowing-based approach with a structured program & ongoing product training that strengthens team expertise.
- Advise customers & colleagues on OBE products & services.
- Prioritize with confidence in a fast-paced, changing environment.
What We Are Looking For
- 5+ years in customer service, including 2+ years leading direct reports
- Proven ability to set expectations, manage performance & make difficult personnel decisions with fairness & care
- Proficiency with ERP & order entry systems (Surpass experience preferred)
- Experience with data analysis & performance tracking, including forecasting & sales statistics
- Strong customer & business judgment, with experience resolving complaints on custom or made-to-order products
- Structured problem-solving skills through TPS, lean or continuous improvement
- Ability to build credibility & influence at every level, and to hold respectful, firm conversations with customers & internal partners
- Experience managing high-volume, email-driven order flow & leading cross-functional communication with production & shipping
What OBE Offers You
- 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
OBE will not discharge or discriminate against employees or applicants for discussing, disclosing, or inquiring about their own or others' pay.
