Customer Experience Manager

Job ID: 519667

CRH is the leading building materials company in North America and the world. We manufacture and distribute a diverse range of superior building materials, products, and solutions for construction projects of all sizes, all of which deliver a more resilient and sustainable built environment.

The CRH Americas Building Products (ABP) platform is the leading North American provider of multi-material infrastructure products and concrete masonry and hardscaping products. This includes critical infrastructure for the water, communications, and energy markets, as well as value-added products that deliver durable and beautiful outdoor living solutions through professional distributors, major home centers, and contractors. 

Job Description

This position leads and supports the activities of the Enclosures Customer Services team for the West region, assisting the Director in assuring standards focused on response time, issue resolution, and productivity for their Customer Service Representatives. The Manager coaches and develops talent (direct manages ~7 employees) while influencing policies and procedures that produce high quality customer service delivery. The Manager will participate in communications, escalations, and administrative activities as well as supporting auditing. The Customer Service Manager will report to the Enclosures Customer Service Director. The Manager of Customer Service will have responsibility for managing the Oldcastle Infrastructure Enclosures’ customer service function and operations for the American and Canadian markets including C&I, Water, Irrigation, and Communications.

Job Responsibilities

• Supervisory responsibility over on site / remote Customer Service Representatives

• Interview, onboard, coach, develop, and facilitate annual evaluations for direct reports

• Responsible for ensuring superior and consistent levels of customer service as to meet company objectives which include, but are not limited to, positive customer interaction, quote and order entry accuracy, and on-time delivery

• Develop relationships with new and existing customers

• Resolves customer, Independent Sales Rep, and Regional Sales Manager issues

• Post Audit Calls to follow up on orders and service and provide feedback to CSRs

• Follows and enforces all company safety policies and guidelines

• Serves as an escalation resource for resolution of customer issues or complex activities and is empowered to make decisions impacting customers

• Build relationships with stakeholders in other departments to improve workflow efficiency

• Proactively seeks customer impacting information and data; interprets, acts on, and updates this data effectively 

• Facilitates team communications through coaching and team huddles

Job Requirements

• 5+ years professional experience with a manufacturer in a B2B distributor market model

• 5+ years professional experience managing and developing people

• Understanding of Supply Chain process from Procurement to Logistics

• Excellent interpersonal, writing, presentation, and communications skills

• Demonstrated experience working in a team environment / managing multiple projects

• Detail oriented, with the ability to handle multiple assignments promptly and effectively

• Travel is expected to be ~20%

Job Compensation

• ​Base salary range of $72,000 - 80,000 per year ​​
• 10% bonus target
• 401(k) plan​ / group retirement savings program​
• Short-term and long-term disability benefits​​
• Life insurance​
• Health, dental, and vision insurance​
• Paid time off ​
• Paid holidays

What CRH Offers You

• Highly competitive base pay
• Comprehensive medical, dental and disability benefits programs
• Group retirement savings program
• Health and wellness programs
• An inclusive culture that values opportunity for growth, development, and internal promotion

About CRH

CRH has a long and proud heritage. We are a collection of hundreds of family businesses, regional companies and large enterprises that together form the CRH family. CRH operates in a decentralized, diversified structure that allows you to work in a small company environment while having the career opportunities of a large international organization.

If you’re up for a rewarding challenge, we invite you to take the first step and apply today! Once you click apply now, you will be brought to our official employment application. Please complete your online profile and it will be sent to the hiring manager. Our system allows you to view and track your status 24 hours a day. Thank you for your interest!

CRH Americas Building Products (ABP), a CRH Company, is an Affirmative Action and Equal Opportunity Employer.

EOE/Vet/Disability

CRH is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, status as a protected veteran or any other characteristic protected under applicable federal, state, or local law.