Job Type: Full time
We heard you knock!Job Purpose:The Customer Solutions Manager has accountability for Customer Service, Order Writing, and Warranty at one of our Customer Service locations that support Arch Sales. This position will be responsible for the day to day leadership of the teams while driving process improvements and performance metrics goals.  Main Responsibilities and Accountabilities:Provide leadership, coaching, mentoring and development to direct reportsDevelop and implement Customer Service policies, procedures, standardized work, training, systems and best practices throughout the organizationContinuously improve Customer Service results by evaluating and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changeEstablish strong partnerships and collaboration with Sales, Operations, Supply Chain and HR to deliver an exceptional Customer and Employee ExperienceAnticipate Customer Service issues as a result of long-range business strategies and partner with Plant leadership to create proactive solutions to keep up with evolving changesCoordinate with Customer Solutions Managers at other locations to insure programs are consistent and application is in accordance with established policies and comply with applicable laws and regulationsCoordinate and manage Customer Service projects and initiativesProvide resolution based results on addressing complex and escalated Customer Service issuesDevelop and implement the training and assessment resources needed for the Customer Service teamEnforce pricing policies while maintaining Sarbanes Oxley (SOX) complianceAdhere to and administer company related safety/environmental rules and regulationsPerform various other duties as assignedEducation:Bachelor’s degree in Business or related area mandatoryExperience:5-7 years of customer service management experience a must, in building products a plus. A minimum of 10 years’ experience in customer service required.Strong collaboration and problem-solving skills  Strong MS Office skills (Excel, PowerPoint, Word)Working knowledge of customer service software, databases, and toolsIn-depth knowledge of customer service principles and practicesProven track record to think strategically and to lead effectively; utilizing continuous improvement techniques a plusStrong client-facing and communication skillsDemonstrated ability to manage multiple, competing priorities, facilitate projects & business processes, and work effectively both independently & as part of a collaborative team#LI-JH1Open to extraordinary!