Among first-line supervisors of office and administrative support workers, AI is already used for some of the tasks. Measured exposure for first-line supervisors of office and administrative support workers: 19% (some).

Share of this job’s tasks that AI is already used for at work, from real usage. It is not a forecast of job loss, and a low number means no use seen yet. Source: Anthropic Economic Index.

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About the job

Join the Gaco team, a trusted name in building envelope solutions with a heritage dating back to 1955.

We’re seeking a Customer Service Manager who’s ready to be part of a company committed to formulating everyday success for every customer through innovative, reliable products used to adhere, seal, and protect at every level of the building envelope.

POSITION: Customer Service Manager

POSITION SUMMARY:

The Customer Service Manager directs, manages and supports all aspects of the Customer Service function.

RESPONSIBILITIES: (additional duties as assigned)

Directs, manages and supports all aspects of Customer Service function which includes oversight of all operations and deliverables associated with creating a “Best in Class” Customer Service Program

Anticipates the impact of the changing business environment on customer service

Develops strategies and implements programs to meet growth objectives

Evaluates on-going needs for customer service systems

Establishes high service standards and creates metrics to measure performance and monitor productivity

Evaluates Customer Service’s operating procedures, and makes changes to improve accuracy, efficiency or reduce waste and expense

Communicates roles, responsibilities, priorities and performance expectations to team members to ensure a highly productive team

Provides direction and coaching for staff professional development

ACCOUNTABILITIES:

Develop and launch strategic solutions and consistently meet Customer Service goals

Accuracy and timeliness of Customer Service transactions

Efficiency and effectiveness that available resources are used to achieve operational goals for Customer Service

Productivity and morale of staff

Ensure quality of Customer Service training

Adherence to company policy and procedures

AUTHORITIES:

Initiate tasks within established guidelines

Analyze and improve departmental processes

Enforcement of departmental policies

Hire, reward and discipline employees

COMPLEXITY:

Work is performed with minimum of direction and supervision: has significant latitude in determining work objectives and goals. Regular use of independent judgment is required. Erroneous decisions and/or failure to get results may cause serious delays or substantially increase costs; may cause poor employee or customer relationships.

EDUCATION, EXPERIENCE AND/OR SKILLS REQUIRED:

Bachelor’s or Associates degree preferred and five to seven years related experience, including three years in a management role specifically in customer service environment

Experience in manufacturing is required

Demonstrated ability in building and maintaining a high performing team

Proven ability to communicate effectively with people at all levels of the organization in multiple functions

Must demonstrate a passion for process improvement, innovation, and providing a quality customer experience

Ability to analyze data, prioritize resources, and deliver on a vision in a highly competitive and rapidly changing environment

Must possess excellent analytical, critical thinking and problem solving ability

Communicate roles, responsibilities, priorities and performance expectations to team members to ensure a highly productive team

Strong aptitude with Microsoft Excel, Word and PowerPoint.

Set priorities that support strategic direction

Stay informed and act on information about customer needs

PHYSICAL / MENTAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Regularly required to sit, stand, bend, reach, climb and move about the facility.

Regularly utilizes depth perception, peripheral vision and close focus.

Regularly operates a computer, computer accessories and phone equipment.

May occasionally lift up to 20 lbs.

Occasionally stoops, kneels, reaches, fingers, and carries.

Ability to hear at normal speaking levels.

WORKING CONDITIONS:

Office setting / Warehouse floor

#BuildingEnvelop #Amrize

Amrize is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

We thank all applicants for their interest; however, only those selected for an interview will be contacted.