Position Title: Customer Relations Manager
Location: Lockport, NY
Status: Full-time, Non-Exempt
Company Overview:
Candlelight Cabinetry is a leading B2B manufacturer specializing in building and finishing custom and semi-custom cabinetry for the home. Founded in 1990, Candlelight is known for its high-quality craftsmanship, extensive options for finishes and materials, forward-thinking design solutions, and exceptional customer service.
Position Summary:
We are seeking an experienced and motivated Customer Relations Manager to oversee and enhance the relationships with our valued dealers. Working in the cabinet manufacturing industry, this role ensures seamless communication and support between our company and its dealer network, driving satisfaction, loyalty, and business growth.
Responsibilities include, but are not limited to:
Team Leadership:
- Build a strong and effective Customer Relations Team to support our dealer network
- Develop and train employees on products and processes
- Manage and develop metrics to measure team performance and individual performance o Improve processes within the team to build a continuous improvement culture
Dealer Relationship Management:
- Build and maintain strong relationships with dealers, acting as their primary point of contact for all inquiries, feedback, and support.
- Resolve escalations promptly and ensure customer satisfaction.
Communication & Coordination:
- Facilitate clear communication between the company and dealers regarding products, lead times, pricing, and promotions. o Collaborate with internal departments (e.g., production, logistics, and sales, product management) to deliver on dealer needs.
Performance Monitoring:
- Monitor dealer satisfaction and identify areas for improvement.
- Analyze dealer performance metrics to recommend tailored strategies for growth.
Training & Support:
- Provide product and sales training to dealers, ensuring they have the knowledge and resources to represent the company effectively.
- Host dealer meetings or events to strengthen partnerships and share company updates.
Market & Industry Insight:
- Stay informed on market trends and competitors to provide insights to dealers and the company's leadership.
- Assist in identifying opportunities to expand the dealer network.
Qualifications:
- Bachelor's degree in business administration, marketing, management, or a related field.
- 5+ years of experience in a customer service management role or related experience.
- Proven experience in customer relations, account management, or a similar role, preferably in manufacturing or sales.
- Excellent communication, negotiation, and interpersonal skills.
- Ability to analyze performance data and develop actionable strategies.
- Proficiency in CRM software and Microsoft Office Suite.
- Strong problem-solving skills and ability to work in a fast-paced environment.
- Ability to effectively lead a team
Benefits:
- 401(k) matching
- Dental insurance
- Employee assistance program
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Referral program
- Vision insurance
Equal Opportunity:
We are an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based on race, color, religion, sex, national origin, age, disability, or any other characteristic protected by law.