Supervisor, Customer Success

Cornerstone Building Brands is a premier exterior building solutions provider serving both the residential and commercial markets across North America. The building products we manufacture are the cornerstone of the communities where people live, work and play - from homes to hospitals, grade schools to grocery stores, manufacturing facilities to municipal buildings and beyond.

Through the core values and consistent behaviors and mindsets embraced by our employees, we have built a culture dedicated to understanding our customers' needs and what matters most to their success. We know that it is our people that make the difference, and we are deeply committed to building a workplace and global community where inclusion is not only valued, but prioritized, providing an environment of mutual respect where equal employment opportunities are available to all applicants and employees.

ABOUT THE ROLE

As a Customer Success Supervisor, you will lead a team that is responsible for creating optimal experiences and delivering premier service levels for our direct and indirect customers. While you prioritize customer needs, we will prioritize your development. This position will report to the Customer Services Manager, Western Operating Group. Join us and become an integral part of our winning team.

This is a hybrid role based out of one of our western manufacturing facilities 2 days per week.

WHAT YOU’LL DO

Work Planning: Strategically plan and prioritize daily activities using CRM, Telecom, Configuration systems, and dashboards to optimize workflows and team efficiency. Assign schedules/responsibilities to Customer Service Representatives (CSRs) based on volume management strategies and ensure proper workload distribution. Manage the credit memo process, with authority to approve credits up to a specified dollar amount.

Customer Engagement: Regularly interact with customers to ensure their needs are prioritized and promptly addressed. Monitor service dashboards to ensure CSRs are meeting targeted service levels and maintaining high-quality customer interactions. Lead team expectations of support fo multiple brands to customer partners, fostering strong customer relationships. Work closely with Customers, Sales and Operations to ensure Customer Success aligns with all business objectives and goals.

Culture Building: Establish and maintain a positive, customer-centric team culture paramount to the success of the business. This includes communicating a shared mission, fostering a sense of community, and ensuring that all actions and communications are working toward the same goal.

Issue Resolution: Promptly address and resolve customer inquiries related to product quality, delivery coordination, warranty needs, product availability, pricing, and billing. Actively collaborate with operations and sales teams to expedite orders and ensure maximum customer satisfaction. Drive Customer representatives to achieve goals as outlined in the quality success model and meet agreed goals. Lead root cause and improvement actions when applicable to a situation.

Training and Development: Lead training sessions for CSRs focused on enhancing soft skills, product knowledge, and system proficiency. Assist with onboarding and training new employees to ensure they are equipped for success. Conduct customer training sessions on the use of configurators or portals, ensuring customers are well-informed and confident in using company systems. Partner on hiring, development, and advancement of team members;

collaborate with Talent Acquisition and HR to fill open positions and develop team members for high performance and career advancement.

Continuous Improvement: Identify and implement process improvements and…