OldCastle

Customer Service Manager (Denver)

OldCastle • $75K — $105K *
Denver, CO 80219In-Person
Manufacturing & Automotive
5 - 7 years of experience
Today
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Job Overview by Ladders

Qualifications

  • 5+ years of customer service experience, including 2+ years in a leadership role, preferably in manufacturing or building solutions
  • Proficient in CRM platforms and support software
  • Strong interpersonal skills to influence and gain respect at all organizational levels
  • Bilingual proficiency in English and Spanish is strongly preferred
  • Analytical skills with experience in KPI dashboards and performance analytics

Responsibilities

  • Manage and mentor customer support team, setting clear job expectations and monitoring performance
  • Handle complex customer complaints and urgent requests, particularly related to construction deadlines
  • Track and analyze key performance indicators like response time and customer satisfaction
  • Conduct training sessions and regular performance evaluations for staff
  • Collaborate with sales and operations teams, as well as with regional leadership
  • Prepare and present service metrics reports to senior management
  • Act as a liaison for contractors, architects, and builders, supporting local commercial projects

Benefits

  • Industry competitive benefits with minimal employee costs
  • Flexible work-life balance including PTO and customizable floating holidays
  • Performance-driven compensation with potential for raises and bonuses
  • Comprehensive training programs to enhance skills and knowledge
Full Job Description
What You'll Get to Do

The Customer Service Manager leads the customer support team to deliver exceptional service and ensure customer satisfaction across a fast-paced, high-volume market. This role involves developing service strategies suited to a bilingual, high-rowth customer base, managing daily operations, resolving escalated issues and driving continuous improvement.

This role is perfect for an individual with leadership and team development abilities, detail-oriented with excellent communication skills and comfortable navigating the pace of Denver's construction and glazing industry. A vital member of the OBE team, this is an opportunity to build a career with an industry leader in a top-tier growth market.

Job responsibilities include:
  • Manage employees by communicating job expectations, coaching, counseling, reviewing and enforcing policies and procedures
  • Handle escalated customer complaints and complex inquiries, including time-sensitive requests tied to hurricane-season and impact-glass project deadlines
  • Monitor KPI's such as response time, resolution rate and customer satisfaction
  • Conduct training sessions and performance evaluations
  • Collaborate with various teams including sales and operations, including local branch and regional leadership
  • Prepare reports for senior leadership on service metrics and trends
  • Serve as a key point of contact for contractor, architect and builder network, supporting the region's ongoing commercial construction demand

What We Are Looking For

We know great candidates come from all kinds of backgrounds. If you don't check every box below, we'd still love to hear from you.
  • 5+ years of experience in customer service, with 2+ years in a leadership role in a manufacturing environment, building solutions preferred
  • Proficiency in CRM platforms and support software
  • Ability to win respect and influence at all levels of the organization and stakeholders
  • Bilingual (English/Spanish) proficiency strongly preferred
  • Strong analytical, data-driven decision-making skills; familiarity with KPI dashboards & performance analytics


Position Pay Range

$75,000-$105,000 USD

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

About OldCastle

Oldcastle BuildingEnvelope Careers

Joining Oldcastle BuildingEnvelope presents a prime opportunity to advance one's career amidst a team of professionals dedicated to innovation and excellence in the building industry. As a leading company, Oldcastle BuildingEnvelope offers a range of job opportunities that cater to diverse skill sets and career aspirations.

Explore Career Opportunities

Oldcastle BuildingEnvelope is actively hiring, seeking individuals who are passionate, driven, and ready to contribute to groundbreaking projects. The company provides a robust platform for professional growth, ensuring that every team member has the resources and opportunities to excel.

Professional Growth and Development

At Oldcastle BuildingEnvelope, career growth is a priority. The company supports professional development through comprehensive training programs, including leadership development and diversity training. These initiatives are designed to enhance skills and foster a culture of leadership and innovation.

Internship Programs

For students and recent graduates, Oldcastle BuildingEnvelope offers internship programs that provide a real-world foundation in the building industry. Internships are pivotal, offering both practical experience and professional networking opportunities, which are crucial for career advancement.

Benefits and Culture

Oldcastle BuildingEnvelope is committed to fostering a supportive and inclusive culture. The company offers competitive benefits to ensure the well-being of its team members. These benefits support both personal and professional growth, making Oldcastle BuildingEnvelope a desirable place of employment.

Join the Team

Oldcastle BuildingEnvelope is looking for creative, solution-driven team players. Explore open positions that match your skills and interests on the Oldcastle BuildingEnvelope careers page. Each position offers a unique opportunity to contribute to the company’s success while advancing personal career goals.

Innovation at Work

Employees at Oldcastle BuildingEnvelope are at the forefront of innovation in the building materials industry. The team's collaborative efforts drive significant advancements, positioning the company as a leader in its field.

Networking and Career Advancement

Oldcastle BuildingEnvelope encourages networking within the industry, providing employees with opportunities to connect with peers and leaders who can influence their career trajectory. This approach not only enhances professional relationships but also amplifies career development.

Applying for a Position

To apply for a position at Oldcastle BuildingEnvelope, candidates should prepare a resume that highlights relevant experience and skills. The interview process is designed to assess fit both for the position and the company culture, ensuring mutual growth and success.

Stay Connected

Keep up to date with the latest from Oldcastle BuildingEnvelope by subscribing to job alert emails. Tailor your subscription to receive updates that align with your career interests and professional goals.

Explore Jobs and Careers

Discover the exciting and rewarding opportunities awaiting at Oldcastle BuildingEnvelope. Whether looking for a position in innovation, leadership, or project management, Oldcastle BuildingEnvelope is the place to build a formidable career. Visit the Oldcastle BuildingEnvelope Jobs and Careers page to start your journey today.
Learn more about OldCastle
Industry
Manufacturing & Automotive
Founded
1978
* Ladders Estimates

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