Customer Service Manager

The Customer Service Manager leads a team of Customer Service Representatives that support customers, sales staff, and operational teams. Working closely and training staff members to provide the highest standards of Customer Service. This person will join a team of divisional leaders who meet regularly for the purpose of business planning, implementation and progress updates.


Essential Duties and Responsibilities:

  • Monitors and direct work load of Customer Service Representatives
  • Ensures that policies and procedures are followed my team members
  • Mentors and trains Customer Service Representatives ensure high team performance
  • Answers incoming phone calls in a pleasant manner
  • Creates effective customer service procedures, policies, and standards
  • Works with customers to ensure full customer satisfaction
  • Hire and trains new customer service team members
  • Quote and order entry into the computer system
  • Provides quotes
  • Coordinates customer files
  • Performs other related duties as required and assigned


Education and Experience:

  • High School Diploma or GED equivalent, required
  • 2 or more years of managerial experience within an office environment, required
  • Window Manufacturing knowledge preferred, but not required
  • Experience with Microsoft Word, Excel, and Outlook, required
  • Microsoft Axapta experience, preferred


Job Knowledge, Skills and Abilities:

  • Basic computer knowledge in Word, Excel, and Outlook
  • Data entry experience needed
  • Excellent customer service skills
  • Detail oriented
  • Organizational skills
  • Problem solving skills
  • Conflict resolution skills
  • Handle multiple tasks at the same time
  • Deal with difficult customers
  • Work under pressure


Company Summary: With extensive background in building materials, the Bay Family of Companies produces and distributes commercial and industrial, fabricated, and metal building insulation products to the construction industry. Headquartered in Green Bay, Wisconsin, Bay prides itself on outstanding customer service and providing the products and expertise needed to meet the needs of its customers. The Bay Family of Companies has nearly 1000 associates, located in more than 20 states and Canada, from more than 85 divisions, and 46 wholly owned subsidiaries


What’s in it for you: GREAT BENEFITS! Medical, Dental, and Vision Insurance, Paid Time Off (PTO), Paid Holidays, 401(k) with a generous employer match, Flexible Spending, Life Insurance, and Short & Long Term Disability, free Health Risk Assessments and wellness incentives in conjunction with our Medical Plan. Tuition reimbursement programs, tuition and company discounts, and employee referral bonuses!