Sr Customer Service Manager

The Senior Customer Service Manager is responsible for leading and optimizing the customer service, inside sales, technical quoting and warranty functions for a fast-paced outdoor living segment of PrimeSource Building Products. This role will oversee multiple Inside Sales Managers/Team Leads, ensuring consistent service excellence, sales support, and customer satisfaction across all regions. The Senior Customer Service Manager will drive process improvements, coach and mentor leaders, and collaborate cross-functionally to meet and exceed customer experience. 

Qualifications

Key Responsibilities

Leadership & Team Development

• Lead, coach, and mentor Inside Sales Managers to achieve performance goals, enhance leadership skills, and foster a customer-first culture.
• Establish clear expectations and accountability measures for service quality, order accuracy, and sales support efficiency.
• Develop succession plans and training programs to support professional growth within the inside sales and customer service teams.

Customer Experience & Service Excellence

• Oversee the delivery of exceptional customer service across all inside sales teams, ensuring timely and accurate responses to customer inquiries, orders, and complaints.
• Implement and monitor KPIs (e.g., order turnaround times, call response rates, customer satisfaction scores).
• Resolve complex customer escalations and partner with key accounts to maintain strong relationships.

Sales & Revenue Support

• Partner with the sales leadership team to align customer service strategies with company sales goals.
• Ensure inside sales teams effectively support field sales through accurate quoting, product knowledge, and proactive customer outreach.
• Collaborate with marketing, logistics, and operations to ensure promotional campaigns, new product launches, and seasonal demands are executed seamlessly.

Process Improvement & Operational Efficiency

• Identify gaps and inefficiencies in order processing, communication flow, and customer follow-up; implement solutions for improvement.
• Standardize best practices across all inside sales teams to ensure consistency and scalability.
• Oversee the implementation of CRM/ERP enhancements to improve reporting, forecasting, and customer data accuracy.

Experience and Education Required: (Required (R) or Desired/Preferred (D)

(R) College Degree, 3 year’s experience as Manager/Supervisor of customer service department, or equivalent combination of education and experience

(R) Basic Math skills

(R) Read, Speak and Write English

Required Skills and Qualifications:

• Experience in outdoor living products (decks, railings, pergolas, pavers, etc.).
• Familiarity with distribution networks, dealer channels, and contractor relationships.
• Ability to multi-task and to prioritize all incoming workflow in a fast pace environment;
• Excellent data entry, Keyboard navigation, Problem solving, Communication and listening skills;

• Proficient within Microsoft Outlook, Microsoft Word and Microsoft Excel programs;
• Ability to calculate figures and amounts such as discounts, interest and percentages;

• Desire experience within SAP;
• Ability to maintain a high level of confidentiality;
• Ability to understand financial statements;

Working Conditions:

• Call center environment, business casual dress code. Minimal movement outside of workstation area.

Other Requirements:

• Some travel required - must provide own transportation.
• Occasional overnight travel required

INCLUSION OF ANY ITEM ON THIS JOB DESCRIPTION IS NOT INTENDED TO EXCLUDE OTHER DUTIES OR REQUIREMENTS DEEMED NECESSARY BY MANAGEMENT FOR OUTSTANDING CUSTOMER SERVICE.