Description

Regional Customer Service Manager

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
The Regional Customer Service Manager is focused on overseeing and leading the delivery of all customer service activities within the assigned region, including coaching and developing the CSR team to meet company standards and goals. Reports to the Director of Customer Service.

This role is perfect for an individual who is dedicated to delivering exceptional customer service in an accurate and timely manner to meet our customer expectations, support our operations and sales teams, and allow us to win in the market.  A vital member of the Commercial organization, this is an opportunity to build a career with an industry leader.

Job responsibilities include:

• Lead, coach, and develop a team of customer service supervisors and representatives across the region.
• 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.
• Conduct regular site visits to 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.

What We Are Looking For

• Education & Experience: Bachelor's degree with 4+ years of customer service management experience, within a manufacturing or related environment. Proficiency in CRM systems and customer service software (e.g. SAP, AS-400, 8x8, etc)
• Leadership: Proven ability to lead and motivate across regions team virtually and in person, coach/player, and development
• Communication Skills: Excellent communication, interpersonal, and conflict resolution abilities.
• Critical Thinking: Strong problem-solving, process improvement, and critical thinking skills.
• Travel: Ability to travel monthly to regional locations.

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 is an Affirmative Action and Equal Opportunity Employer.
EOE/Vet/Disability--If you want to know more, please click on this link.
Oldcastle BuildingEnvelope is an E-Verify Employer. 

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.

Requirements