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Director of Customer Service - Atlanta, GA

atlanta, GA, US, 30328

Oldcastle Infrastructure
Enclosure Solutions



Job ID:  294721



Oldcastle Enclosure Solutions (OES), a CRH company, has united the Carson®, Christy®, and Synertech® brands to form the largest manufacturer of plastic, polymer, and concrete utility enclosure products serving the municipal water, irrigation, electric, communications, and transportation markets. OES has 11 manufacturing and distribution centers strategically located across the U.S. and Canada.


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Job Description


The Director of Customer Service (DCS) directs and oversees all aspects of OIE’s U.S. Box customer service operations, objectives, and initiatives. The DCS develops service level standards focused on response time, issue resolution, and productivity, and establishes policies and procedures that produce high quality customer service delivery. The DCS ensures that customer service activities support and enhance OIE’s overall business objectives.

The Customer Service Director will report to the Enclosures Sr. Director, Customer Operations.


Position Functions and Tasks


The Director of Customer Service will have responsibility for managing the Oldcastle Infrastructure Enclosures’ customer service function and operations for the American markets including C&I, Water, Irrigation, and Communications.


Duties include


  • Handle escalated customer issues, liaising with all functional business teams in order to determine problem resolution
  • Manage hiring, training, retention and performance of the customer service team
  • Coordinate with supply chain personnel, operations, sales, finance and all other functions, as necessary, to improve customer service and business productivity
  • Build the skills and capabilities with the Customer Service organization to self-perform critical initiatives focused on continuous process improvement and performance optimization
  • Develop and implement customer driven metrics to measure overall customer satisfaction such as NPS (Net Promoter Score), CSAT (Customer Satisfaction), etc.
  • Focus on CSR career pathing / employee sponsorship as the team grows both organically and inorganically. Create a positive team environment.
  • Maintain in-depth working knowledge of the company’s brands, systems and processes
  • Identify and implement new processes, tools and technologies to better serve the customer


Characteristics of the successful candidate include


  • Strategic thinker who must be hands-on and willing to investigate the details when dealing with customer complaints and general processes issues
  • Strong relationship skills; is a leader who is dedicated to focusing on the team’s development and career progression.
  • Team player; effective in a matrix environment, ability to coordinate and collaborate across a broad organization to drive actions and results.
  • Experience in B2B industries with both direct served and distributor served go to market structure
  • High initiative and drive; a self-starter who operates with speed, simplicity, and passion to succeed
  • Experience with EDI implementation




  • Bachelor’s degree in related field; MBA preferred
  • 10+ years professional experience including experience with a manufacturer in a B2B distributor served go-to-market model
  • Working knowledge of Oldcastle Infrastructure’s construction end market segments including Water, Irrigation, Electric C&I, Communications, and Energy
  • Excellent interpersonal, writing, presentation, and communications skills
  • Demonstrated experience working in a team environment / managing multiple projects
  • Travel is expected to be ~20%


What CRH Americas Offers You


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


About CRH Americas


CRH Americas has a long and proud heritage as one of North America’s largest corporations. We are a proud reflection of the hundreds of family businesses, local and regional companies and mid to large sized enterprises that together form the CRH Americas family. CRH Americas operates with a decentralized, diversified structure, letting you work in a small company environment while having the career opportunities of a large enterprise.


Oldcastle Enclosure Solutions (OES), a CRH company, is a great place to grow! 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 career site. Please complete your online profile which will be sent directly to the appropriate Hiring Manager. Our system allows you to view and track your status 24 hours a day. Thank you for your interest in the CRH Americas family!


CRH Americas is an Affirmative Action and Equal Opportunity Employer.


EOE/Vet/Disability--If you want to know more, please click on this link


Date Posted:  Jun 15, 2021

Nearest Major Market: Atlanta

Job Segment: Manager, Chemical Engineer, Supply, Business Process, Supply Chain, Management, Engineering, Operations