Customer Service Manager - Gainesville, VA

Gainesville, VA, US, 20155

Job ID:  501980

Oldcastle APG, a CRH Company, is the leading provider of outdoor living solutions in North America with an award-winning portfolio that enables customers to Live Well Outside. Inspiring endless possibilities with enduring performance, its collection of premier building products create inviting outdoor spaces where people connect, reflect and recharge. The manufacturer’s signature brands include Belgard® and Echelon® hardscape and masonry materials; Barrette Outdoor Living® and MoistureShield® fencing, decking and railing; Sakrete® and Amerimix® packaged concrete and mortar; Techniseal® sands, jointing technologies and surface protectors; PebbleTec® pool finishes; plus popular brands of landscape and gardening materials.     

Job Summary

This Customer Service Manager position will lead the customer service department by cultivating a world class customer service culture as a platform for business growth. Responsible for overall supervision of customer service representatives (CSRs) and client relations. Ensure customers are serviced promptly and properly by training and managing staff effectively. Operates as one of the key liaisons between sales, operations, and customers. 

Job Responsibilities

• Promote communication across business functions
• Manage the work of office, administrative, or customer service employees to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems
• Develop solution-based approach to customer service that embraces “yes”
• Resolve customer complaints or answer customers' questions regarding policies and procedures
• Develop knowledge of products and services offered by Company
• Provide employees with leadership and guidance in handling difficult or complex problems or in resolving escalated complaints or disputes
• Review records or reports pertaining to activities such as order entry, payroll, or shipping to verify details, monitor work activities, or evaluate performance
• Discuss job performance problems with employees to identify causes and issues and to work on resolving problems 
• Develop a strategy and business plan to improve all channels of customer service
• Other duties as assigned

Job Requirements

• College degree preferred, in conjunction with a minimum of 5+ years of proven supervisory experience, or equivalent combination of education and experience
• Lawson or Salesforce.com knowledge is a plus
• Solid track record of delegation, resolutions and decision-making
• Detail oriented and ability to multitask in a dynamic and fast-paced organization
• Knowledge of the industry and/or manufacturing operation is a plus

What CRH Offers You

• Highly competitive base pay
• Comprehensive medical, dental and disability benefits programs
• Group retirement savings program
• Health and wellness programs
• A diverse and inclusive culture that values opportunity for growth, development, and internal promotion

About CRH

CRH 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 a 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 APG, a CRH Company, is an Affirmative Action and Equal Opportunity Employer.

EOE/Vet/Disability--If you want to know more, please click on this link.