Customer Service Training Manager jobs in Vineland, NJ

INTEX MILLWORK SOLUTIONS is a business unit of The Azek Company. A designer and manufacturer of innovative, custom Architectural building products with a commitment to providing exceptional products, unmatched customer service, and fast lead times.

Manager, Customer Service

The role of the Customer Service Manager is to direct and oversee all aspects of the organization's policies, objectives and initiatives related to cost estimating, customer service, and inside sales. This manager is responsible for providing strategic vision, scalability, and direction to the Customer Service (CS) department. In this role, the team leader will work with all other department leads to develop and implement programs, processes, and procedures to improve all aspects of the business.

Roles & Responsibilities:

Manage and Support the Customer Service & Estimating Teams

• Ensure that the teams are working to schedules, following all prequalification, and estimating guidelines.
• Daily standing team meeting is held, and any necessary communications are made.
• 1 on 1 meetings are held with each employee twice a month to review performance and training needs.
• Metrics and KPI’s are developed, tracked, and reviewed on a consistent basis.
• Team members are held accountable for estimate and order accuracy.
• Order entry metrics are tracked to ensure timely processing and procedures are followed to ensure order accuracy is passed off to engineering and production.

Support the Outside Sales Team

• The outside sales team is consulted with as needed by project, customer, or situation.
• Calls are scheduled as needed to review open projects or customer service issues.
• Annual sales meetings are attended to represent the inside sales team and drive sales strategies throughout the CS & estimating teams.

Ensure customer quality expectations are being met related to product, packaging, shipping & delivery.

• When customer issues arise related to quality, the manager is responsible for communication to appropriate departments for resolution and continuous improvement.
• The manager ensures all service issues are responded to same day regardless of resolution progress. A sense of urgency to resolve all customer issues is also critical.

Work closely with INTEX leadership team to execute on companywide initiatives.

• Attend daily tier 4 meeting to represent the customer and address any potential back-order concerns and quality issues with the other departments.
• Attend weekly scheduling meeting with all department leads and ensure the CS team responsibilities were met in a timely manner to ensure an accurate schedule.
• Participate in annual operations strategy sessions to drive company improvements.

Oversee and drive all profit generating initiatives.

• Drive product standardization based on commonly custom costed items to create competitive and streamlined pricing while also creating production efficiencies.
• Ensure that all price tools are generating desired company margins while also leading the development of new price tools both internally and externally.
• Review & improve custom built BOMs/projects by estimators to ensure continuous profitability.

Work side by side with INTEX Marketing Team

• Work with marketing to ensure customer interface on our website is correct and user friendly.
• Work with marketing to enhance and develop new landing pages and price tools that will fulfill customer needs.
• Coordination of trade show events and customer plant tours

Position Requirements:

• Effective interpersonal skills
• Adept problem solver
• Ideally located in the South Jersey area, position requires 5 days/wk in office
• Desire to learn and improve skill set.
• Strong organizational skills
• Excellent verbal and written communications skills
• Strong listening and presentation skills
• Ability to multi-task, prioritize, and manage time effectively.
• Building materials/construction/architectural background preferred
• BA/BS degree or equivalent preferred
• Experience in the Building Material Distribution Channel Preferred
• Proficient in Microsoft Office Suite

Are you concerned that you don’t meet every requirement listed above? Don't let that stop you from applying! Studies reveal that some applicants refrain from applying for jobs unless they fulfill every single requirement. We don't believe in the notion of a "perfect" candidate. If you are confident in your ability to excel in the role, adapt swiftly, and are committed to contributing to our mission of building a more sustainable future, we warmly welcome your application.

The AZEK Company Inc. (NYSE: AZEK) is the industry-leading designer and manufacturer of beautiful, low maintenance and environmentally sustainable outdoor living products, including TimberTech® decking and railing, Versatex® and AZEK Trim® and StruXure™ pergolas. Consistently recognized as a market leader in innovation, quality and aesthetics, products across AZEK’s portfolio are made from up to approximately 90% recycled material and primarily replace wood on the outside of homes, providing a long-lasting, eco-friendly and stylish solution to consumers. Leveraging the talents of its approximately 2,000 employees and the strength of relationships across its value chain, The AZEK Company is committed to accelerating the use of recycled material in the manufacturing of its innovative products, keeping millions of pounds of waste out of landfills each year, and revolutionizing the industry to create a more sustainable future. The AZEK Company has recently been named one of America’s Climate Leaders by USA Today, a Top Workplace by the Chicago Tribune and a winner of the 2023 Real Leaders®

At AZEK, we don’t just accept diversity — we celebrate it, we support it, and we thrive on it for the benefit of our employees, our products, and our community. AZEK is proud to be an equal opportunity workplace and is an affirmative action employer.

Compensation for roles at AZEK varies depending on a wide range of factors including but not limited to the specific work location, role, skill set and level of experience. The annual salary for this role is $85,000 to $110,000. In addition to base salary, we offer bonus and benefits as applicable.

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