Building Materials Customer Service Manager

Ready to be part of our team?

We are looking for a BUILDING MATERIALS CUSTOMER SERVICE MANAGER for our Modesto, California office!

• This is an in-office position in our Modesto location (5 days in office, no remote/WFH).
• Relocation assistance may be offered based on candidate's experience and current location.
• Sponsorship is not available for this position.

Summary: As a fundamental member of our Customer Service Department, the Customer Service Manager is not only responsible for managing a team but must demonstrate the ability to effectively promote positive change as a leader within the organization. Through the utilization of experience and effective leadership techniques, the ideal candidate will optimize tools and processes to support the team in delivering results and ultimately raise the level of customer satisfaction through elevated levels of service across the team.

Essential Duties:
• Assume responsibility for leading the development, performance, and success of the customer service department.
• Provide leadership, guidance, direction, and communication to the team in support of organizational strategic objectives.
• Daily management of Customer Service Team.
• Develop and promote a continuous culture of customer service excellence.
• Engage with and influence the managers of other internal support services to ensure all are aligned in providing the necessary service levels to contribute to a positive customer experience.
• Review, develop, and implement best customer service practices and procedures.
• Work to continuously improve levels of communication - both internal and external - amongst the team.
• Optimize Salesforce and other management tools.
• Work with the Operations Team in all manufacturing facilities to consistently deliver on strict yet realistic deadlines.
• Guide Production Scheduler to minimize adverse variances through optimizing manufacturing capacity.
• Contribute to the improvement of the supply chain.
• Work with the Commercial Team to manage the price book and maintain margins.
• Work with the Technical Department to ensure consistency in details and policies.
• Work with the Sales Team to problem-solve as needed and support in a selling capacity.
• Identify areas for improvement in business processes and results.
• Implement and manage effective department cross-training and succession planning.
• Compile and present relevant weekly/monthly reports.
• Support new product development initiatives.
• Utilize knowledge and ability to provide backup support to other internal departments as necessary.
• Follow the Group Code of Conduct and Group Compliance.
• Follow Compliance requirements per "KNA-SOP-1705 Compliance Roles and Responsibilities."
• Performs all other duties as assigned.
• Travel up to 25%

Education/Experience:
• Bachelor's Degree or 10+ years of applicable industry experience.
• Proven success in leading, guiding, and positively developing rapport within a team.
• Experience with insulated/metal panel construction.
• Ability to read and interpret project specifications and all applicable project documents.
• Ability to read and interpret structural and architectural drawings.
• High degree of accuracy and meticulousness about details.
• A pro-active personality with high energy, self-motivation, and strong decision-making skills.
• Excellent time management, organizational, and communication skills.
• Self-motivated and possesses the ability to meet deadlines and problem-solve.

Computer Skills:
• Must be proficient in all Microsoft Office applications (Word, Excel, PowerPoint) and Outlook.
• SAP or other equivalent ERP software knowledge highly preferred.
• Salesforce knowledge preferred.

Personal Attributes

The successful candidate will demonstrate the following attributes:

Trusted Partner to Contractors & Project Teams

• Serves as a knowledgeable, dependable point of contact for customers, contractors, installers, and project managers
• Builds trust through consistent follow-through, product knowledge, and dependable service
• Builds credibility through understanding of insulated metal panels (IMP), accessories, and system applications
• Represents the company with professionalism, urgency, and a strong understanding of construction timelines and jobsite needs

Clear Communication & Relationship Management

• Communicates clearly and confidently with customers, field teams, fabrication, vendors, and logistics to ensure alignment on project requirements
• Listens actively to understand project timelines, material needs, and potential challenges
• Translates technical specifications, drawings, and scope details into accurate orders and actionable information
• Maintains composure and professionalism when addressing changes, handling delays, field challenges, or installation concerns

Accuracy & Attention to Detail

• Ensures accuracy in order entry, pricing, delivery scheduling, and documentation
• Verifies product specifications, quantities, and delivery requirements to prevent costly errors
• Maintains accurate customer records, quotes, job data, and project communications

Service-Driven & Proactive Leadership

• Anticipates customer and operational needs or issues
• Takes initiative to resolve issues quickly, including delivery delays, shortages, or order changes with a solutions-driven approach
• Leads the customer service function with a commitment to responsiveness and continuous improvement

Operational & Project Priority Management

• Effectively manages competing priorities, including urgent orders, delivery schedules, and customer requests
• Coordinates across departments to ensure smooth order fulfillment and on-time delivery
• Adjusts quickly to changing project timelines, jobsite demands, weather impacts, and fluctuating workloads

Resilient, Adaptable & Accountable

• Thrives and maintains composure in a fast-paced, deadline-driven construction environment
• Remains calm and resourceful when managing urgent issues, operational challenges and tight project deadlines
• Demonstrates strong accountability, follow-through, and a positive, team-oriented commitment to team success and customer satisfaction

Physical Demands:

The physical demands described here represent those required to successfully perform the essential functions of this role. Reasonable accommodations may be made to enable individuals with disabilities to perform key responsibilities.

• Strength & Mobility: This position primarily involves seated work, with occasional standing or walking as needed. Must be able to exert up to 10 lbs. of force occasionally, up to 5 lbs. frequently, and a negligible amount constantly to lift, carry, push, or pull objects.
• Dexterity & Coordination: Frequent use of hands and fingers for typing, handling documents, operating office equipment, and interacting with digital tools.
• Visual & Auditory Requirements: Requires specific vision abilities, including close vision, distance vision, peripheral vision, depth perception, and the ability to adjust focus for reading, computer work, and document review.
• Cognitive & Communication Demands: Requires sustained mental focus, problem-solving, and analytical skills. Effective verbal and written communication, including collaborating with others, phone calls, emails, and in-person discussions.
• Work Environment: Typical office setting with controlled lighting, temperature, and noise levels.

Salary: $115-130k plus Annual Management bonus (We take into consideration an individual's background and experience in determining final salary - therefore, base pay offered will vary depending on geographic location, job-related knowledge, skills, and experience.)

We offer a comprehensive benefits package including 401k with company match, Medical, Dental, Vision, Identity Theft Protection, Critical Illness, Accident, Hospital Indemnity, Pregnancy and Parental Leave, Fitness Reimbursement, Educational Assistance, Life, AD&D, Short- and Long-Term Disability, and Life Assistance Program.