Customer Service Manager

Job Summary:

The Customer Service Manager, based in the Nampa, Idaho, office, leads customer service operations for the Doors Division at both Nampa, Idaho, and Leesburg, Georgia. This role develops Customer Service Representatives and builds strong relationships with business-to-business customers through proactive, accurate communication and consistent follow-through. Working closely with Sales, Planning & Scheduling, Production, Shipping, and Quality, the Manager anticipates order and delivery issues, coordinates timely solutions, and improves customer service processes, reporting, and performance across both locations.

Duties & Responsibilities:

• Lead, coach, and develop Customer Service Representatives at Nampa and Leesburg, setting clear

• service expectations and building team capability.

• Oversee daily customer service activities at both locations and standardize communication, workflows, and service practices.

• Serve as a point of escalation for key accounts and complex customer needs, ensuring responsive, professional resolution.

• Build and maintain strong B2B customer relationships through proactive outreach, accurate updates, and reliable follow-through.

• Coordinate with Sales, Planning & Scheduling, Production, Shipping, and Quality on order status, delivery commitments, exceptions, and customer concerns.

• Anticipate delays or service risks, communicate early with affected customers, and coordinate recovery plans with internal teams.

• Monitor service measures such as response time, order accuracy, on-time communication, complaint resolution, and customer satisfaction.

• Use customer feedback, CRM records, and simple dashboards to identify recurring issues and improvement opportunities. Apply structured problem-solving and continuous improvement tools to reduce preventable service failures and improve processes.

• Develop consistent procedures for customer inquiries, order follow-up, escalations, documentation, and cross-location handoffs.

• Partner with division leadership to align customer service priorities with business objectives, operational capabilities, and customer expectations.

• Train team members in customer communication, account management, product knowledge, problem- solving, and service standards.

• Maintain accurate customer records, order information, and service documentation in approved company systems.

• Evaluate and responsibly use approved digital tools and automation to support timely communication, reporting, and follow-up while safeguarding customer information.

• Travel to Leesburg as needed to support team development and consistent service delivery.

• Perform other duties and responsibilities as assigned.

Requirements:

• Bachelor’s degree in Business, Marketing, Supply Chain, or a related field preferred; relevant advanced education or equivalent experience considered.

• At least 5 years of experience in customer-facing account management, customer service, or business operations; experience with B2B customers preferred.

• Experience coaching, training, coordinating, or leading teams; demonstrated ability to develop a customer-focused service culture.

• Experience with manufacturing, building products, home improvement, distribution, logistics, or multi-location operations preferred.

• Strong relationship management, written and verbal communication, negotiation, and problem - solving skills.

• Ability to partner across Sales, Operations, Planning & Scheduling, and Logistics to manage customer commitments and resolve exceptions.

• Ability to analyze performance information, maintain dashboards, document workflows, and applycontinuous improvement methods.

• Proficiency with Microsoft 365 and CRM/reporting tools; ability to learn company ERP, order management, and EDI processes. Familiarity with digital automation is a plus.

• English and Spanish bilingual communication preferred; ability to work effectively with cross- functional and geographically dispersed teams.

Reporting Line and Supervisory Responsibilities

• This position reports to the VP of Supply Chain and Operational Excellence.

Directly manages Customer Service Representatives at Nampa and Leesburg. Primary office location: Nampa, Idaho.

Physical Demands and Work Environment:

• The physical demands and work environment are representative of a typical office setting, with occasional visits to manufacturing areas. While performing the duties of this job, the employee may stand, walk, sit, use hands and fingers, reach, climb stairs, stoop, kneel, crouch, talk, and hear. The employee may occasionally lift or move up to 25 pounds.

Travel:

• This position is based in the Nampa, Idaho, office and supports both the Nampa, Idaho, and Leesburg, Georgia, facilities. Occasional travel to Leesburg and other business locations may be required.