Customer Service Manager

Basalite Building Products, LLC is one of the largest manufacturers of concrete masonry products in the Western United States. Product lines include structural block, interlocking paving stones, engineered wall systems, retaining walls, ornamental and garden products, and a full range of sack goods. We are a proud member of the Pacific Coast Building Products Family of Companies.

Under the supervision of the VP, Basalite CA/AZ, this position supports the Customer Service/Dispatch and Inside Sales departments in Tracy and Dixon. Manages personnel and is the main contact for high volume retail partners such as Home Depot and Lowe’s as well as specialized building material distributors and contractors in respect to inquiries and issues, processing of customer sales orders, and scheduling of loads for delivery.

The ideal candidate ensures high-volume retail inventory remains in-stock, handles complex logistics, and resolves order discrepancies efficiently. This position is responsible for supporting and demonstrating the Core Values of Integrity, Safety, Respect, Customer Focus, Quality, Innovation and Financial Success
. Performs other related duties as assigned.

General

include the following. Other duties may be assigned. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Manage the end-to-end order process for large, high-volume customers, utilizing EDI (Electronic Data Interchange) systems, vendor portals, and direct communication to ensure seamless order processing and compliance with customer requirements.

• Oversee the entry, tracking, and fulfillment of high-volume orders. Coordinate with plant managers and logistics teams to prioritize production and manage shipping schedules to meet rigid, scheduled delivery dates.
• Proactively monitor inventory levels and work with sales/production teams to avoid stockouts at customer locations and job sites. Communicate potential delays or shortages immediately to customers, peers, and Basalite Senior Management.
• Reviews and manages delivery notes to reflect loading changes and inventory shortages.
• Develops a working knowledge of all products and established procedures.
• Manages, researches, and resolves inquiries or complaints on products, orders, invoicing, and pricing.
• Work with Sales Teams to coordinate customer requests and to provide superior customer service.
• Maintains customer complaints and regularly logs information into Salesforce.
• Responsible for accurate set up and processing of customer rebates and royalties – monthly/quarterly/annually.
• Assists with preparing pricing books and managing location pricing structure with sales teams.
• Prepares and enters yearly and off-cycle pricing increases into SAP.
• Maintain positive, long-term relationships with buyers and branch managers.
• Assists in managing all processes including sales orders and change-orders received from customers, inside sales coordinator, and sales representatives
• Assists in setting-up sales orders, terms, payers, and pre-lien data in SAP for initial order.

Hire, train, and mentor a team of customer service representatives (CSRs) to handle high-volume inquiries, order entry, and customer complaints.

• Sets expectations, coaches, trains, instructs, disciplines, holds accountable, and offers guidance to all direct reports.
• Manages the Dixon and Tracy location’s Customer Service, Dispatch, Contractor Dispatch and Inside Sales Personnel.
• Analyze, record, and assess customer service metrics (e.g., OTIF rates, order accuracy). Prepare weekly and monthly reports on performance to identify areas for improvement.
• Conducts performance reviews for direct reports and advises on year-end performance reviews for all personnel via Success Factors (HRIS).
• Makes critical hiring and firing decisions.
• Works with HR for recruiting, selection, and onboarding of personnel.
• Monitors and approves employee actions in EC (HRIS) in a timely manner.
• Responsible for reviewing time data audit reports…