{"id":3181445,"url":"https://alion.io/job/oldcastle-buildingenvelope-customer-service-manager-2","title":"Customer Service Manager","company":{"id":678161,"name":"Oldcastle BuildingEnvelope","domain":"oldcastlebuildingenvelope.com","url":"https://alion.io/company/oldcastlebuildingenvelope","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"B","score":78,"open_postings":23,"ghost_share":0,"stale_share":0.87,"repost_share":0.043,"time_to_fill_p50_days":28,"computed_at":"2026-10-28T05:59:10Z"}},"role":"Field & Service","role_family":"Field & Service","seniority":null,"employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Moorestown, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":85000,"max":105000,"currency":"USD","period":"year","gross":null,"usd_annual":105000},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"closed","first_seen_at":"2026-10-23T19:02:53Z","employer_posted_date":"2026-10-23","last_verified_at":"2026-10-28T15:05:10Z","board_verified":false,"closed_at":"2026-10-28T15:05:10Z","days_open":4,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":4},"description":"Come Join Us!\nFrom 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.\nStart your journey with OBE and help us build the future.\nWhat You’ll Get to Do\nEvery product we make at Moorestown is custom, including architectural glass, shower enclosures & hardware. Behind each order is a team that quotes it, enters it & sees it through to delivery. As Customer Service Manager, you will lead that team.\nYou will set direction, build accountability & develop a collaborative, experienced team of up to seven: customer service representatives, order entry specialists & shower enclosure specialists. You will protect revenue recognition, keep customers informed & make sound calls on escalations. You will also negotiate fair outcomes rather than simply accommodating every request.\nThis role suits a people leader who is a structured problem solver, data driven & a clear communicator. You will be a vital member of the OBE team, with room to build a career with an industry leader.\nJob responsibilities include:\nLead & develop the team: Set clear expectations, give regular feedback & reviews, and coach each person toward growth. You will also manage performance consistently & fairly, including difficult decisions when needed.\nDrive revenue recognition: Make sure custom orders are entered accurately, converted & released to production on time. A key focus is reducing errors at the order entry stage.\nResolve escalations: Investigate quality complaints, back orders, replacement-related credit requests & back charges. Determine ownership & negotiate solutions that serve both the customer & OBE.\nPartner across the business: Work closely with production, shipping, sales, estimating, engineering & operations. Together you will confirm manufacturing capability, keep orders flowing & hold constructive conversations when a request falls outside policy or agreed ownership.\n Lead continuous improvement: Use the Toyota Production System (TPS) for structured problem solving. Track team performance through the L4 board & OPEX metrics, such as lines entered per CSR & order entry error rates.\nBuild a formal training & onboarding program: Replace today's shadowing-based approach with a structured program & ongoing product training that strengthens team expertise.\nAdvise customers & colleagues on OBE products & services.\nPrioritize with confidence in a fast-paced, changing environment.\nWhat We Are Looking For\n5+ years in customer service, including 2+ years leading direct reports\nProven ability to set expectations, manage performance & make difficult personnel decisions with fairness & care\nProficiency with ERP & order entry systems (Surpass experience preferred)\nExperience with data analysis & performance tracking, including forecasting & sales statistics\nStrong customer & business judgment, with experience resolving complaints on custom or made-to-order products\nStructured problem-solving skills through TPS, lean or continuous improvement\nAbility to build credibility & influence at every level, and to hold respectful, firm conversations with customers & internal partners\nExperience managing high-volume, email-driven order flow & leading cross-functional communication with production & shipping\nPosition Pay Range\n$85,000—$105,000 USD\nWhat OBE Offers You\nBenefits that benefit you - industry competitive benefits at the lowest cost to the employee\nWork-life balance - PTO and holidays, including floating holidays you can choose\nCompensation that rewards your hard work - A pay-for-performance culture with potential for annual raises and bonuses\nTraining - We will equip you with the knowledge and skills you need to succeed\nOBE Privacy Policy\nOBE will not discharge or discriminate against employees or applicants for discussing, disclosing, or inquiring about their own or others' pay.","description_format":"text","description_chars":4238,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Glass & Ceramics Manufacturing"],"lifecycle":[{"event":"open","at":"2026-10-23T21:40:13Z"},{"event":"close","at":"2026-10-28T15:05:10Z"}],"visa":[{"country":"US","licensed_sponsor":true,"evidence":"H-1B filings in 12 months: 6","filings_12m":6,"filings_prev_12m":1,"green_card_filings_12m":0,"median_offered_wage_usd":107500,"route":null,"cap_exempt":false,"checked_at":"2026-10-15T11:24:14+00:00","sources":["US Department of Labor: LCA disclosure data (H-1B, H-1B1, E-3)"],"filings_for_role_12m":0}],"liveness":null,"pay":{"stated_usd_annual":105000,"is_top_pay":true},"html_url":"https://alion.io/job/oldcastle-buildingenvelope-customer-service-manager-2","json_url":"https://alion.io/job/oldcastle-buildingenvelope-customer-service-manager-2.json","meta":{"generated_at":"2026-10-28T19:58:47Z","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":27681,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-29T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"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":678161},"rest":"https://alion.io/mcp/rest/get_company?id=678161"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Foldcastle-buildingenvelope-customer-service-manager-2"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"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%2Foldcastle-buildingenvelope-customer-service-manager-2"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"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%2Foldcastle-buildingenvelope-customer-service-manager-2"},{"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/oldcastle-buildingenvelope-customer-service-manager-2\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Foldcastle-buildingenvelope-customer-service-manager-2"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3181445}},{"tool":"search_jobs","arguments":{"company":"oldcastlebuildingenvelope.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3181445},"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"}}