Online Customer Care Manager

3 days ago Be among the first 25 applicants

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

$85,000.00/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.

Manager, Online Customer Care (CRL) is responsible for providing quotes to customers and converting quotes to orders with the understanding of Business Development and Sales. They’re expected to lead their Team by providing support to meet all customer SLA expectations. This position must have an understanding of all CRL products for their given Product Group and processes, as well as CRL quote programs/configurators to effectively manage their teams.

• Lead, coach, and develop a team of customer service supervisors and representatives.
• 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.
• 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.

• A minimum of 2-3 years previous customer service experience or equivalent; glass industry preferred
• High School Diploma or equivalent;
  Associates/Bachelor’s Degree preferred
• Proficiency in CRM systems and customer service software (e.g. SAP, AS-400, 8x8, etc)
• Proven ability to lead and motivate across regions team virtually and in person
• Excellent communication, interpersonal, and conflict resolution abilities.
• Strong problem-solving, process improvement, and critical thinking skills.

• 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 will not discharge or discriminate against employees or applicants for discussing, disclosing, or inquiring about their own or others' pay.

Mid-Senior level

Full-time

Customer Service, Business Development, and Management

Industries:
Manufacturing, Glass, Ceramics and Concrete Manufacturing, and Architectural and Structural Metal Manufacturing

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