Oldcastlebuildingenvelope
Regional Client Services Manager (East)
Company
Role
Regional Client Services Manager (East)
Location
Job type
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Salary
Job description
Come Join Us!
From apartments in New York to hospitals and stadiums in Dallas, libraries at prestigious universities to creating modern retail experiences, our teams contribute architectural glass and building products to projects that shape the way people live, work, heal, learn, and play. At OBE, the work of our employees truly matters. With over 6,500 employees, we operate more than 80 manufacturing and distribution facilities in five countries. You can see some of our favorite projects here.
Start your journey with OBE and help us build the future.
What You'll Get to Do
As a Regional Client Service Manager, you'll lead & support customer service operations across multiple branch locations in your assigned region. You'll be the go-to leader for a team of ~13 branch CS leads -- coaching, developing, & holding them accountable to the service standards that keep our customers coming back.
Key Responsibilities:
- Lead, coach & performance manage regional customer service personnel across branch locations
- Drive accountability to OBE service standards, policies & operational procedures
- Own KPI performance -- response times, order accuracy, customer satisfaction, escalation resolution & productivity
- Partner with our Trainer, Client Services to coordinate onboarding, refresher training & employee development
- Identify service gaps, process inefficiencies & training opportunities across the region
- Support succession planning & talent development within the CS organization
- Collaborate with operations & supply chain to improve order flow, inventory visibility & customer responsiveness
- Champion a customer-first culture across every branch interaction
Travel as needed to support branch operations, training rollouts & performance management
What We Are Looking For
We're looking for a people-first leader with a track record in multi-site customer service or operations. Someone who can walk into a branch, build trust fast, & drive performance without losing sight of the people behind it.
- 5+ years of customer service, call center, logistics, distribution, or operational leadership experience
- Previous supervisory or people management experience
- Proven ability to lead, coach & develop teams across multiple locations
- Strong communication & conflict resolution skills
- Experience working within multi-site operational environments
- SAP or ERP system experience
- Comfortable with regional travel
Preferred:
- Bachelor's degree preferred: Business, Supply Chain, Operations, Communications, or related
- Experience in architectural hardware, glass & glazing, or building materials
- Background supporting customer service transformation or continuous improvement initiatives
- Familiarity with 8x8 or similar customer interaction platform
- Bilingual or multilingual a plus in our diverse branch environments
What OBE Offers You
- Benefits that benefit you – industry competitive benefits at the lowest cost to the employee
- Work-life balance – PTO and holidays, including floating holidays you can choose
- Compensation that rewards your hard work – A pay-for-performance culture with potential for annual raises and bonuses
- Training – We will equip you with the knowledge and skills you need to succeed
OBE will not discharge or discriminate against employees or applicants for discussing, disclosing, or inquiring about their own or others' pay.
