Customer Service Process Manager

We are adding a talented, hands-on Customer Service Process Manager to lead and elevate our established, high-performing customer service and order-processing team of 8–12 professionals. This group brings decades of combined glass-industry knowledge, outstanding customer relationships, and a proven track record of delivering quality results.

This is an exciting leadership role for someone who loves partnering with experienced teams to unlock the next level of efficiency, accuracy, and job satisfaction through smart use of technology and streamlined processes.

 

What You’ll Do

- Coach, develop, and champion a tenured team that already excels in product knowledge and customer care  

- Build on the team’s strengths by collaboratively introducing tools and workflows that save time and reduce repetitive work  

- Partner with team members to identify “quick-win” improvements and longer-term automations that make their expertise even more impactful  

- Own customer service excellence metrics: response times, order accuracy, customer satisfaction, and on-time communication  

- Work side-by-side with Sales, Purchasing, Production, and Accounting to create seamless cross-functional experiences  

- Design engaging, respect-based training that highlights how new tools amplify the team’s existing skills  

- Continually improve processes using Excel automation, ERP enhancements, digital dashboards, and other practical solutions 

- Develop clear, living SOPs and mentor the team toward even greater ownership and pride in their work  

- Hire and onboard new talent as we continue rapid growth  

 

What You Bring

- 5+ years leading customer service or operations teams, ideally in manufacturing, distribution, construction, or technical products  

- A natural leadership style built on high emotional intelligence, respect, and the ability to earn trust quickly  

- Hands-on mastery of tools that make work easier:  

  - Advanced Excel (pivot tables, VLOOKUPs, formulas; macros/VBA a bonus)  

  - ERP systems (Infor, Epicor, SAP, etc.)  

  - CRM platforms and workflow automation tools a plus  

- Proven success guiding experienced teams through positive change—celebrating what’s working while making great even better 

- Forward-thinking mindset: you see technology as a force multiplier for talented people  

- Exceptional communication skills and boundless patience when teaching new systems  

- High energy and capacity to manage daily operations while driving multiple improvement projects  

 

Preferred (Not Required)

- Experience in glass, glazing, construction, or building products  

- Background in process improvement or Lean principles  

 

Compensation & Benefits

We provide a highly competitive compensation, including bonus opportunities, a positive work environment, career growth opportunities, and a leading benefits package, outlined below. By joining the Quality Glass team, you will have an opportunity to help create the highest quality glass work in the Midwest. Successful employees in this role will have opportunities grow into management roles as your experience and expertise grow. 

 

Benefits:

• Health Insurance
• Dental Insurance
• Vision Insurance (optional)
• Life Insurance
• 401k with company match up to 4%
• Paid Time Off
• Employee discounts
• Accident Insurance (optional)

Work Environment:

This is a full-time role that requires you to be in person five days per week

 

Quality Glass and Mirror Service is an equal-opportunity employer.