What are the responsibilities and job description for the CUSTOMER SERVICE MANAGER position at Countryside Cabinets?
Customer Service Manager
Job Description
Department: Customer Service
Location: On-site / In-office
Position Summary
The Customer Service Manager leads and develops the Customer Service team, providing strategic direction, performance oversight, and high-level support to ensure exceptional service for our dealer network and sales partners. This role focuses on team leadership, talent development, and resolving elevated issues, while empowering the Customer Service Coordinator and team to handle day-to-day operations. The Manager partners closely with Sales, Production, and other internal stakeholders to drive continuous improvement and uphold the quality standards expected of our semi-custom cabinetry.
Key Responsibilities
Team Leadership & Development
• Conduct performance reviews, set individual and team goals, and provide ongoing coaching and feedback
• Lead hiring efforts for the Customer Service team, including interviewing, selection, and onboarding
• Plan and deliver ongoing training for the team on new products, procedures, and systems
• Identify skill gaps and create development plans for individual team members
• Foster a collaborative, accountable, and customer-focused team culture
Strategic & Operational Oversight
• Develop and refine departmental procedures, workflows, and service standards
• Monitor team performance metrics and implement improvements as needed
• Partner with Sales, Production, Engineering, and Operations leadership on cross-functional initiatives
• Represent Customer Service in planning discussions related to new product launches, system rollouts, and process changes
Escalation & Sales Support
• Serve as the senior point of contact for elevated issues from the Sales team and key accounts
• Review complex quotes and orders for pricing and construction accuracy as needed
• Make judgment calls on exceptions, concessions, and resolution paths for difficult situations
Other
• Performs other duties as assigned
Qualifications
• 5 years of customer service experience, with at least 2 years in a leadership or supervisory role
• Experience in cabinetry, millwork, building products, or a related manufacturing industry strongly preferred
• Working knowledge of semi-custom cabinet construction, pricing structures, and customization options
• Proven ability to lead, develop, and retain a team
• Strong written and verbal communication skills
• Proficiency with Microsoft Office (Outlook, Excel, Word); experience with Cabinet Vision or similar industry software preferred
• Ability to balance strategic thinking with practical problem-solving