Customer Service Manager

The SPG Customer Service Manager leads a high-performing team of Supervisors, Leads, and Customer Account Specialists to deliver world class service levels across all SPG distribution channels—2 step, 1 step, retail, contractor, lumber yard, and customer direct. This role owns Customer Service coverage for all Lines of Business (CT Vinyl, Wolverine, Stone, MW, CI, NDX, CT Metal, Rise) manufactured by the 10 plant SPG network. As a visionary leader, the Manager will define the future state strategy and roadmap for the Customer Service function, translating Voice of Customer and cross functional inputs into scalable service policies, technology enhancements, and operating mechanisms that improve customer outcomes, operational efficiency, and employee engagement.

Customer Service Strategy

• Establish a multi year vision and roadmap for SPG Customer Service aligned to business goals by Line of Business, with clear annual objectives, resources and skillsets/technology needed to enable it, and milestones/results expected.
• Define and maintain the service model (service tiers, coverage windows, channels, SLAs) across every distribution channel and LOB.
• Systematically capture Voice of Customer (customers, Sales, Product Management) and operational feedback (Plants, Planning, Transportation) to inform the strategy and service policies (ordering, backorder communication, returns/RMAs, special orders, ship to set up, slotting strategy).
• Partner with IT/Data and Supply Chain to enhance the tooling stack (ERP/CRM/Case management, telephony/IVR/WFM, analytics) and introduce automation where it improves speed, accuracy, and experience. Ensures continuous improvement of the function and processes.
• Build dashboards and standard reports for running the business visibility (service levels by channel, LOB, customer segment; forecasted volume; staffing needs).
• Lead or support business critical initiatives (e.g., seasonal readiness, inventory/slot rebalancing, new product introductions, policy harmonization across LOBs).

People, Culture & Leadership
o Design the workplace culture for Customer Service; implement engagement strategies that lift retention, development, and performance.
o Build role clarity and progression paths; deliver onboarding, product/plant training, and coaching for Supervisors, Leads, and Customer Account Specialists. Ensure talent/succession in place for key roles.
o Model accountability and recognition practices that reinforce SPG values and results and a strong TEC culture.
o Core member of the Supply Chain team, representing the function and collaborating tightly with Sales, Planning, Transportation, Plant Operations, and Product Management.

Customer Service Operations Leadership
o Lead day-to-day operations for a team of 20+, setting goals, running daily/weekly huddles and monthly staff meetings, and managing capacity, schedule adherence, and case/queue performance.
o Own service KPIs (e.g., response time, first contact resolution, order accuracy, backorder communication adherence, OTIF contribution, abandon rate) and drive structured problem solving to close gaps.
o Ensure cross plant coordination and alignment to production schedules, inventory positions, and transportation constraints impacting customer ATP.

SOPs & Compliance
o Create SOPs and decision guides that drive consistent, high quality service outcomes and clarify escalation paths.
o Ensure policy compliance (pricing/credits/returns approvals), business continuity readiness, and audit ready documentation of processes and controls.
o Own customer impacting root cause analysis and corrective actions for service issues
Is this job for you?

What do you bring?

Education Level

• Bachelor’s degree: Required
• Masters: Preferred
• Lean Six Sigma, Project Management certification: Preferred

Experience

• Minimum 10 years of Customer Service Management experience in a manufacturing or distribution environment
• Minimum 5 years of people management experience with Demonstrated success leading 20+ person operations and improving KPIs at scale across diverse customer channels
• Deep understanding of order to cash, logistics, and supply chain processes and their impact on customer promises:
• Proficiency with ERP/CRM/case management and telephony/WFM tools; strong data literacy (dashboards, KPI design, root cause analysis)
• Proven track record in policy design, change management, and continuous improvement (Lean/Six Sigma mindset)
• Exceptional stakeholder management and communication skills, able to align Plant Ops, Planning, Transportation, Sales, and Product Management: Required
• Practical/Technical/Digital Knowledge:
• Microsoft Office Excel/Outlook/Word/PPT
• Familiarity working in ERP system (SAP strongly preferred)
• Power BI or other BI reporting tool:
• Travel 15%

To make sure nothing is forgotten

What are our perks?

We provide unique options to fit your unique lives! Our Total Rewards Program is customizable to accommodate your needs. Our menu of flexible options includes, but is not limited to:

• Excellent healthcare options: Medical, vision, prescription & dental
• Family Focus & Balance: Parental leave, paid time-off and Employee Assistance Program
• Financial Security: Competitive 401(k), Company-funded Retirement Accumulation Plan and Employee Stock Purchase Program (PEG)
• Tuition Reimbursement: Continuing education for every season of your career
• Pet Insurance options: Insurance plan & prescription discount program for your furry friends
• Employee Recognition Programs
• PerkSpot: Our exclusive one-stop online discount marketplace
• LiveWell: Rewarding you for living a healthy lifestyle

A little more about us

Why work for us?

Through the responsible development of innovative and sustainable building products, CertainTeed, headquartered in Malvern, Pennsylvania, has helped shape the building products industry for more than 110 years. Founded in 1904 as General Roofing Manufacturing Company, the firm's slogan "Quality Made Certain, Satisfaction Guaranteed," inspired the name CertainTeed. Today, CertainTeed is a leading North American brand of exterior and interior building products, including roofing, siding, fence, decking, railing, trim, insulation, drywall and ceilings.