Customer Service Manager

Join the Associated Materials Innovations team at Associated Materials, LLC, and be AMazing with us!

Who We Are

At Associated Materials Innovations, we combine our rich history in innovation with an unwavering commitment to continuous improvement of the customer experience. For decades, we have provided vinyl windows, siding, and metal building products that have helped build homes and communities across North America.

As a leading manufacturer of exterior building products and preferred product manufacturer for Alside, you'll have the opportunity to contribute ideas in a welcoming and supportive work environment driven by safety and our core values. Join the AMI team where you can be AMazing as we shape our future together.

POSITION SUMMARY:

As a member of the Customer Service leadership team, the Customer Service Manager is responsible for leading and coordinating a broad range of customer service functions supporting Direct, Franchise/Strategic, and National Accounts, and more. This role provides leadership, guidance, and day-to-day support to the customer service organization while ensuring an industry-leading customer experience and a strong commitment to the voice of the customer.

The Customer Service Manager understands that exceptional customer care is critical to maintaining a loyal customer base, improving customer satisfaction, and driving organic business growth. This role plays a key part in shaping the customer experience and strengthening the connection between customers, sales, operations, and internal support teams.

This is a hands-on working manager role that requires both strategic leadership and active participation in daily customer service operations. The Manager will be responsible for building an empowered, collaborative, and accountable team culture while maintaining service performance standards across the business.

Key Responsibilities

• Lead and develop a high-performing customer service team supporting Direct, Franchise/Strategic, and National Accounts
• Build an empowered, collaborative, and accountable culture focused on customer experience and continuous improvement
• Serve as a primary escalation point for complex customer inquiries, complaints, and issue resolution
• Ensure timely and effective resolution of customer needs related to orders, invoicing, product information, and general inquiries
• Monitor, manage, and maintain departmental KPIs and service performance standards
• Identify trends in customer satisfaction and dissatisfaction and communicate insights to leadership for action
• Develop, implement, and maintain service procedures, policies, and standards
• Ensure accurate workflow management, prioritization, and resource allocation across the team
• Provide coaching, feedback, performance management, and employee development, including hiring, training, and disciplinary actions when needed
• Partner cross-functionally with Sales, Planning, Engineering, and Operations to resolve product and service issues
• Maintain strong alignment between customer needs and business capabilities, ensuring effective communication between groups
• Provide ongoing feedback on customer service processes and identify opportunities for improvement
• Stay informed on industry trends and apply best practices to enhance service delivery
• Ensure employees and processes operate in alignment with company policies, standards, and applicable laws
• Support and promote environmentally responsible business practices within daily operations
• Utilize systems such as Salesforce, AS400, and Paradigm to manage customer interactions and data (as applicable)
• Support multi-time zone coverage and adjust priorities or schedules as business needs require

Qualifications

• 7-10 years of managerial and leadership experience, preferably in a customer service or customer-facing environment
• Bachelor's degree
• Experience in a manufacturing or distribution environment strongly preferred
• Familiarity with National or Strategic Accounts is highly desirable
• Strong ability to lead, motivate, and develop teams in a fast-paced, high-energy environment
• Demonstrated ability to manage escalations and navigate complex custome