Customer Service Manager - Madera, CA

Company: Oldcastle Infrastructure
Location: Madera
Posted on: January 26, 2023

Job Description:

Job ID: - 477746Non-ExemptOldcastle Infrastructure---, a CRH company, is the leading provider of utility infrastructure solutions for the water, energy, and communications markets throughout North America. We're more than just a manufacturer of precast concrete, polymer concrete, or plastic products. We're a trusted and strategic partner to engineers, contractors, distributors, specifiers, and more. With our network of more than 80 manufacturing facilities and more than 4,000 employees, we're leading the industry with innovation and a safety-first mindset.Job DescriptionThis position leads and supports the activities of the Enclosures Customer Services team for the West region, assisting the Director in assuring standards focused on response time, issue resolution, and productivity for their Customer Service Representatives. The Manager coaches and develops talent (direct manages -7 employees) while influencing policies and procedures that produce high quality customer service delivery. The Manager will participate in communications, escalations, and administrative activities as well as supporting auditing. The Customer Service Manager will report to the Enclosures Customer Service Director. Position Functions and TasksThe Manager of Customer Service will have responsibility for managing the Oldcastle Infrastructure Enclosures' customer service function and operations for the American and Canadian markets including C&I, Water, Irrigation, and Communications.Duties

• Supervisory responsibility over on site / remote Customer Service Representatives
• Interview, onboard, coach, develop, and facilitate annual evaluations for direct reports
• Responsible for ensuring superior and consistent levels of customer service as to meet company objectives which include, but are not limited to, positive customer interaction, quote and order entry accuracy, and on-time delivery
• Develop relationships with new and existing customers
• Resolves customer, Independent Sales Rep, and Regional Sales Manager issues
• Post Audit Calls to follow up on orders and service and provide feedback to CSRs
• Follows and enforces all company safety policies and guidelines
• Serves as an escalation resource for resolution of customer issues or complex activities and is empowered to make decisions impacting customers
• Build relationships with stakeholders in other departments to improve workflow efficiency
• Proactively seeks customer impacting information and data; interprets, acts on, and updates this data effectively -
• Facilitates team communications through coaching and team huddlesCharacteristics of the Successful Candidate
  • Takes initiative and leads continuous improvement in a flexible, changing environment
  • Strong relationship skills: is comfortable with rigorous give and take and collaboration
  • Able to deal with client escalations in a respectful and effective manner
  • Proven leadership ability; acts professionally and can listen and give instruction
  • Able to hold people accountable for their work
  • Able to troubleshoot, coach and act proactively
  • Strong emphasis on quality and accuracy
  • Strong time management skillsRequirements
    • 5+ years professional experience with a manufacturer in a B2B distributor market model
    • 5+ years professional experience managing and developing people
    • Understanding of Supply Chain process from Procurement to Logistics
    • Excellent interpersonal, writing, presentation, and communications skills
    • Demonstrated experience working in a team environment / managing multiple projects
      • Detail oriented, with the ability to handle multiple assignments promptly and effectively
      • Travel is expected to be -20%Pay: $70,000 - 85,000What CRH Offers You
        • Highly competitive base pay
        • Comprehensive medical, dental and disability benefits programs
        • Group retirement savings program
        • Health and wellness programs
        • A culture that values opportunity for growth, development, and internal promotionAbout CRHCRH has a long and proud heritage. We are a collection of hundreds of family businesses, regional companies and large enterprises that together form the CRH family. CRH operates in a decentralized, diversified structure that allows you to work in a small company environment while having the career opportunities of large international organization.If you're up for a rewarding challenge, we invite you to take the first step and apply today! Once you click apply now, you will be brought to our official employment application. Please complete your online profile and it will be sent to the hiring manager. Our system allows you to view and track your status 24 hours a day. Thank you for your interest! Oldcastle Enclosure Solutions (OES), a CRH Company, is an Affirmative Action and Equal Opportunity Employer.EOE/Vet/Disability--If you want to know more, please click on this -. - -

Keywords: Oldcastle Infrastructure, Madera , Customer Service Manager - Madera, CA, Executive , Madera, California