Regional Customer Service Manager

Regional Customer Service Manager (Central)

Oldcastle Building Envelope provided pay range

This range is provided by Oldcastle Building Envelope. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

$80,000.00/yr - $95,000.00/yr

From apartments in New York to hospitals and stadiums in Dallas, libraries at prestigious universities to creating modern retail experiences, our teams contribute architectural glass and building products to projects that shape the way people live, work, heal, learn, and play. At OBE, the work of our employees truly matters. With over 6,500 employees, we operate more than 80 manufacturing and distribution facilities in five countries.

You can see some of our favorite projects here.

Start your journey with OBE and help us build the future.

The Regional Customer Service Manager is focused on overseeing and leading the delivery of all customer service activities within the assigned region, including coaching and developing the CSR team to meet company standards and goals. Reports to the Director of Customer Service.

This role is perfect for an individual who is dedicated to delivering exceptional customer service in an accurate and timely manner to meet our customer expectations, support our operations and sales teams, and allow us to win in the market. A vital member of the Commercial organization, this is an opportunity to build a career with an industry leader.

• Lead, coach, and develop a team of customer service supervisors and representatives across the region.
• Monitor and analyze service metrics (e.g., CSAT, NPS, response times) to identify trends and implement improvements.
• Ensure consistent service delivery aligned with company standards and customer expectations.
• Collaborate with cross-functional teams (Sales, Operations, Logistics, etc.) to resolve escalated issues and improve the end-to-end customer experience.
• Develop and implement regional service strategies that support business goals and customer satisfaction.
• Conduct regular site visits to assess performance, provide training, and ensure compliance with policies and procedures.
• Manage staffing levels, scheduling, and resource allocation to meet service demands.
• Lead initiatives to streamline processes, reduce costs, and enhance service quality.

• Education & Experience: Bachelor’s degree with 4+ years of customer service management experience, within a manufacturing or related environment. Proficiency in CRM systems and customer service software (e.g. SAP, AS-400, 8x8, etc)
• Leadership: Proven ability to lead and motivate across regions team virtually and in person, coach/player, and development
• Communication
  
  Skills:
  
  Excellent communication, interpersonal, and conflict resolution abilities.
• Critical Thinking: Strong problem-solving, process improvement, and critical thinking skills.
• Travel: Ability to travel monthly to regional locations.

• Benefits that benefit you – industry competitive benefits at the lowest cost to the employee
• Work-life balance – PTO and holidays, including floating holidays you can choose
• Compensation that rewards your hard work – A pay-for-performance culture with potential for annual raises and bonuses
• Training – We will equip you with the knowledge and skills you need to succeed

OBE is an Affomative Action and Equal Opportunity Employer.

Oldcastle Building Envelope is an E-Verify Employer.

Dallas, TX;
Oklahoma City, OK;
Tulsa, OK;
Springfield, MO;
Kansas City, MO;
St. Louis, MO;
Bloomington, IL;
Peoria, IL;
Chicago, IL

Mid-Senior level

Full-time

Customer Service, Sales, and Business Development

Wholesale Building Materials, Glass Product Manufacturing, and Architectural and Structural Metal Manufacturing