Regional Customer Service Manager - Northeast - REGIO005023

DESCRIPTION/RESPONSIBILITIES: As the Regional Customer Service Manager - Northeast, you will be responsible for overseeing and leading the implementation and completion of all customer service activities within the assigned region, including coaching and developing the customer service team to meet company standards and goals. This position can be both player and coach to ensure that the team is delivering outstanding customer service in an accurate and timely manner to meet our customer expectations, support our production capacities and allow us to win in the market.

Key Responsibilities * Develop and implement customer service policies and procedures * Investigate and solve higher level customer problems * Provide advice and assistance to staff and customers regarding products of the organization. * Participate in educational opportunities internally and externally to enhance knowledge of product. * Coordinate with other internal departments to ensure continuous flow of orders * Foster and maintain a positive team work environment that reflects Oldcastle's commitment to 100% customer satisfaction. Manage employees by communicating job expectations, coaching, counseling, reviewing and enforcing policies and procedures * Holding employees responsible for mistakes in a positive manner while learning from the experience * Train newly hired CSRs as well as provides ongoing development and product training to current CSR team * Be able to provide sales statistics to other members of sales force and management team to formulate policy in promoting sales

Regular and predictable attendance, safely perform tasks and adherence to all safety policies and procedures are essential functions of the job

Key Competencies * Make safety a priority in daily activities. * Hands on, articulate, and driven leader who can move with urgency to drive results. * Strong interpersonal skills, delivers information clearly and effectively. Capable of adapting to situation or audience. * Ability to win respect and influence at all levels of the organization and stakeholders. * Capacity to prioritize and manage multiple tasks in a fast-paced and changing work environment. * Strong analytical, geometry, and math skills. * Solid working knowledge of fabrication and glazing installation. * Ability to read, interpret, & understand architectural drawings and specifications to provide estimates that incorporate different building envelope solutions. * Solid knowledge using computer systems and technology-based platforms. * Ability to solve complex problems. * Prior experience overseeing and leading teams a plus.

Professional Experience/Qualifications * Bachelor's degree or related field experience preferred. * Minimum 5 years of customer service experience. * Previous manufacturing experience is a plus. * Computer literacy in MS Windows, and MS Office. 

Other * Limited to no travel   Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)

Equal Opportunity Employer-minorities/females/veterans/individuals with disabilities/sexual orientation/gender identity