Job Title: Customer Service Manager
Location: Thurmont, Maryland
Reports To: Plant Manager
Must have a Associate's Degree
Position Summary:
We are seeking a dynamic and experienced Customer Service Manager to lead daily operations across multiple functional areas, including Customer Service, Scheduling, Delivery, and Administrative Support. This role requires a strategic thinker with strong leadership skills, capable of fostering a high-performance culture while driving operational excellence and cross-functional collaboration.
Key Responsibilities:
Leadership & Team Development
- Manage and develop a high-performing team, promoting a positive, goal-oriented culture focused on coaching, collaboration, and accountability.
- Drive cross-training and alignment across departments to maximize team flexibility and performance.
Operational Oversight
- Lead daily operations across Customer Service, Scheduling, Delivery, and Administrative functions.
- Coordinate customer scheduling and delivery processes, balancing plant production capacity through effective communication with internal stakeholders.
Strategic Planning & Execution
- Lead production planning efforts to meet shipment schedules and execute staffing/resource allocation plans.
- Monitor and manage controllable operating expenses, implementing cost control and continuous improvement initiatives.
Customer & Stakeholder Collaboration
- Work closely with homebuilding operations and production teams to ensure product quality and resolve delivery or quality issues promptly.
- Engage with all levels of the organization to ensure alignment and performance optimization.
Performance & Data Analysis
- Analyze key performance metrics to identify trends, assess gaps, and develop strategic improvement plans.
- Recommend actions and process changes based on data-driven insights.
Administrative & Financial Support
- Ensure accurate processing of payables, invoicing, and service reporting.
- Support plant safety through audits and engagement, promoting a culture of safe work practices.
Organizational Development
- Contribute to company-wide initiatives and support organizational development projects as assigned.
Qualifications & Requirements:
- Associate's degree required; Bachelor's degree preferred.
- 5+ years of progressive leadership/management experience.
- Strong analytical, strategic planning, and problem-solving skills.
- Effective communication skills with the ability to engage across all organizational levels.
- Proven ability to collaborate, resolve conflict, and drive alignment across teams.
- Customer-focused mindset with a commitment to service excellence.
- Highly organized with excellent time management skills.
- Demonstrated success in coaching, mentoring, and developing team members.
- Able to manage multiple priorities in a fast-paced environment.
- Willingness to travel to other plant locations as needed.
Benefits & Perks:
- Competitive salary and performance-based bonuses
- Comprehensive health, dental, and vision insurance
- Paid time off & flexible work arrangements
- Opportunities for advancement and professional development
- Supportive and team-oriented work culture