{"id":3997456,"url":"https://alion.io/job/ferguson-customer-service-manager","title":"Customer Service Manager","company":{"id":5454,"name":"Ferguson","domain":"ferguson.com","url":"https://alion.io/company/ferguson","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"A","score":87,"open_postings":52,"ghost_share":0,"stale_share":0.5,"repost_share":0.019,"time_to_fill_p50_days":24,"computed_at":"2026-11-11T05:49:22Z"}},"role":"Field & Service","role_family":"Field & Service","seniority":"junior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["South Bend, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":1,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":true},{"name":"Outlook","optional":true}],"status":"live","first_seen_at":"2026-11-09T00:00:00Z","employer_posted_date":"2026-11-09","last_verified_at":"2026-11-11T12:01:49Z","board_verified":true,"closed_at":null,"days_open":2,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":2},"description":"Job Posting:\nWe realize that our greatest assets are our best-in-class associates, which is why we're dedicated to offering limitless opportunities for growth and advancement. We want to help you build a long-lasting career with James Martin Vanities.\nAt James Martin Vanities, our designs start with quality materials and century-old construction techniques. We know that our customers treasure their individual style, and we design each piece to allow the flexibility to make the design yours. Building quality furniture is our focus. Designing furniture pieces that make your bathroom come alive is our passion.\nThe Customer Service Manager for James Martin Vanities is responsible for managing the customer service team, technology, and processes to ensure service levels are at expectations. They work closely with their team to ensure a high quality of customer service is provided while collaborating with other departments to improve processes that enhance the customer experience with James Martin.\nLocation: This position is based onsite at our office in South Bend, IN.\nWhat You Love to Do:\nCoach on customer service approach, processes, and technology utilization.\nSolve Problems that improve the overall experience for both our associates and customers.\nAnalyze Processes to identify areas of opportunity improvement.\nCollaborate with members of other departments to improve systems and processes.\nDrive Changes that improve the business and improve the customer’s experience.\nCore Functions:\nManage & Drive Customer Service Metrics Above Expectations\nCoach Associates to Improve Our Customers’ Experience\nDocument & Improve Customer Service Processes\nGet In the Weeds and Help Out with Customers When Needed\nVital Priorities:\nManage Daily Customer Service Operations and Staffing\nAnalyze Customer Service Metrics to Drive Accountability\nConsistent Coaching with Direct Reports\nAssess and Refine the Customer Service Processes\nHire and Train New Associates\nImplement New Technology to Improve Productivity and Customer Experience\nBack-up Customer Service Team When Necessary\nInteract with Customers and Handle Escalated Customer Requests\nAdhere to Company Compliance and Health Safety and Environment (HSE) Policies, Procedures, and Requirements\nPreferred Qualifications and Skills:\n1-3 years prior management / leadership experience is strongly preferred\nSolid communication skills required\nCompetent level of autonomy and ownership of role\nAbility to organize and prioritize work\nExperience using metrics/data to lead a team\nPrior experience of hiring and training team members\nMust possess a strong service orientation, and the desire to serve internal and external customers\nAbility to build strong interpersonal relationships, and possess outstanding communication skills (oral and written)\nAbility to quickly learn company systems and platforms\nKnowledge of Microsoft Office Suite (Outlook, Word, Excel, PowerPoint, Teams, etc.)\nAt James Martin Vanities, we care for each other. We value our well-being just as much as our hard work. We are committed to a holistic approach towards benefits plans and programs that support the mental, physical and financial well-being of our associates. Our competitive offering not only includes benefits like health, dental, vision, paid time off, life insurance and a 401(k) with a company match, but our associates also enjoy additional meaningful and inclusive enhancements that are adaptable to their diverse situations and needs, including mental health coverage, gender affirming and family building benefits, paid parental leave, associate discounts, community involvement opportunities and more!\n-\nPay Range:\n-\n$4,124.70 - $9,075.00-\nEstimated Ranges displayed are Monthly for Salaried roles OR Hourly for all other roles.\n-\nThis role is Bonus or Incentive Plan eligible.\n-\nFerguson complies with all wage regulations. The starting wage may be higher in certain locations based on local or state wage requirements.\n-\nThe Company is an equal opportunity employer as well as a government contractor that shall abide by the requirements of 41 CFR 60-300.5(a), which prohibits discrimination against qualified protected Veterans and the requirements of 41 CFR 60-741.5(A), which prohibits discrimination against qualified individuals on the basis of disability.\nFerguson Enterprises, LLC. is an equal employment employer F/M/Disability/Vet/SexualOrientation/GenderIdentity.\nEqual Employment Opportunity and Reasonable Accommodation Information","description_format":"text","description_chars":4502,"description_truncated":false,"requirements":{"experience_years_min":1,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Life insurance","Parental leave"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Wholesale","Kitchens, Bathrooms & Home Improvement"],"lifecycle":[{"event":"open","at":"2026-11-10T01:47:14Z"}],"visa":[{"country":"US","licensed_sponsor":true,"adverts_offering_sponsorship_24m":0,"sanctioned_now":false,"evidence":"H-1B filings in 12 months: 5","filings_12m":5,"filings_prev_12m":3,"green_card_filings_12m":0,"median_offered_wage_usd":127500,"route":null,"cap_exempt":false,"checked_at":"2026-11-11T07:38:50+00:00","sources":["US Department of Labor: LCA disclosure data (H-1B, H-1B1, E-3)","US Department of Labor: PERM disclosure data (green cards)"],"filings_for_role_12m":0}],"liveness":{"score":63,"band":"ok","label":"Likely open","p_open":1,"p_active":0.632,"p_room":1,"age_days":2,"expected_fill_days":24,"reasons":["conf:4","stale_co","velocity","win:early","comp:junior,brand"],"computed_at":"2026-11-11T05:49:22Z"},"pay":null,"html_url":"https://alion.io/job/ferguson-customer-service-manager","json_url":"https://alion.io/job/ferguson-customer-service-manager.json","meta":{"generated_at":"2026-11-11T21:19:00Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":41818,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-12T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":5454},"rest":"https://alion.io/mcp/rest/get_company?id=5454"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fferguson-customer-service-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":2,"usd":0.2},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fferguson-customer-service-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fferguson-customer-service-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/ferguson-customer-service-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fferguson-customer-service-manager"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3997456}},{"tool":"search_jobs","arguments":{"company":"ferguson.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3997456},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. Docs: https://alion.io/developers"}}