• Customer Service Manager

    Job Locations US-TX-Bryan
    Job ID
    # Positions
  • Overview

    Through appropriate management and direction of departmental personnel: Manages and facilitates the activities of the customer service group to efficiently and effectively provide support to the Sales department from point of sale to billing. Manage Customer Service and Technical Service teams, when applicable, to effectively communicate customer expectations from Sales to Production.



    1. Manages the activities of the customer service group to ensure that current and future customer needs are met within the scope of company resources.


    1. Key responsibility as “customer advocate” within Ply Gem. Plays a leadership role in and supports processes regarding customer satisfaction issues. Establishes appropriate direct relationships with customer base to work with dealers, distributors and homeowner issues that are beyond what Customer Service and Technical Service associates can deal with.


    1. Resolve issues with Ply Gem Sales and customer communication to shop floor.


    1. Routing to of cross dock units in accordance with Ply Gem freight synergies.


    1. Provide follow-up for customers with credit issues with Ply Gem credit department.


    1. Submit monthly reports as required (RMA, OE errors, 5S and LPA Audits).


    1. Maintains appropriate departmental expenses within budgetary guidelines; analyzes performance and ensures cost effectiveness in all areas.


    1. Maintains adequate care and supervision of associates reporting to the department to ensure maximum utilization of human resources in accomplishing departmental/Company goals. Evaluates, motivates and provides coaching and corrective action to customer service associates as appropriate in accordance with Company policy and procedures. In concert with the Sr. Vice President - Sales, and Sr. Vice President – Human Resources, develops and executes appropriate staffing plans to meet departmental/Company goals.


    1. Performs other duties as assigned.


    High school diploma with five - eight years related experience; Bachelor’s degree in Marketing, Business Administration or comparable discipline or equivalent combination of education and experience preferred.
    Minimum of five years experience in a sales/marketing, customer service, or corporate support position; two of which must have been in a management capacity. Proven leadership and supervisory experience; project management capability; and customer service and process experience required.
    Highly developed oral and written communication skills required. Demonstrated, effective skills in dealing with associates at all levels, including proven managerial and supervisory abilities. Working knowledge and understanding of industry and customer needs. Understanding of lead times, scheduling and production flow. Thorough knowledge of products. Proficiency in applicable PC/software packages required.

    Position requires light travel (5%-10%).


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