Customer Service Manager

What You’ll Get to Do

The Customer Service Manager leads the Newnan customer service team, a group of customer service representatives, order entry specialists and door detailers, supporting a manufacturing and fabrication site for architectural windows, doors, curtain walls, storefronts and pressure/hurricane-resistant systems. This is a true leadership role: you will set direction, build accountability and develop your team, while staying out of day-to-day order processing.

Your priorities are supporting revenue recognition and delivering clear, timely communication to customers. You will balance exceptional service with protecting the organization, using research and sound judgment to resolve escalations and negotiate solutions rather than simply accommodating every request. This role is ideal for a proven people leader who is a structured problem solver, data driven and a strong communicator. A vital member of the OBE team, this is an opportunity to build a career with an industry leader.

Job responsibilities include:

• Lead, coach and develop the customer service team by setting clear expectations, providing regular feedback and reviews, and holding team members accountable, including performance management up to and termination.
• Drive revenue recognition by ensuring orders are accurately entered, converted and released to production on time.
• Investigate and resolve escalated customer complaints and complex inquiries, determining ownership and negotiating solutions that serve both the customer and OBE.
• Partner with sales, estimating, engineering and operations to ensure continuous flow of orders and to push back constructively when requests fall outside agreed ownership or policy.
• Lead structured problem solving using the Toyota Production System (TPS) and monitor team performance data to drive continuous improvement.
• Manage staffing and schedules across varying shifts to maintain customer coverage.
• Provide advice and assistance to staff and customers regarding OBE products and services.
• Conduct training sessions, including ongoing product training, to enhance team product knowledge.
• Manage multiple priorities in a fast-paced and changing work environment.

What We Are Looking For

• 5+ years of experience in customer service, with 2+ years in a formal people-leadership role managing direct reports
• Demonstrated ability to hold team members accountable and manage performance, including difficult personnel decisions
• Proficiency in ERP platforms and software
• Experience in data analysis and performance tracking, with ability to forecast and provide sales statistics
• Ability to win respect and influence at all levels of the organization, and to confidently push back on customers and internal partners when appropriate
• Strong structured problem-solving skills; Toyota Production System (TPS), lean or continuous improvement experience
• B2B customer service experience in a manufacturing, call center or technical support environment
• Knowledge of aluminum glazing systems, doors or building products and their applications