Job Description: The Senior Customer Service Manager is responsible for leading and optimizing the customer service, inside sales, technical quoting and warranty functions for a fast-paced outdoor living segment of PrimeSource Building Products. This role will oversee multiple Inside Sales Managers/Team Leads, ensuring consistent service excellence, sales support, and customer satisfaction across all regions. The Senior Customer Service Manager will drive process improvements, coach and mentor leaders, and collaborate cross-functionally to meet and exceed customer experience.

CUSTOMER EXPERIENCE & SERVICE EXCELLENCE

• Oversee the delivery of exceptional customer service across all inside sales teams, ensuring timely and accurate responses to customer inquiries, orders, and complaints.
• Implement and monitor KPIs (e.g., order turnaround times, call response rates, customer satisfaction scores).
• Resolve complex customer escalations and partner with key accounts to maintain strong relationships.

REQUIRED SKILLS AND QUALIFICATIONS:

• Experience in outdoor living products (decks, railings, pergolas, pavers, etc.).
• Familiarity with distribution networks, dealer channels, and contractor relationships.
• Ability to multi-task and to prioritize all incoming workflow in a fast pace environment;
• Excellent data entry, Keyboard navigation, Problem solving, Communication and listening skills;
• Proficient within Microsoft Outlook, Microsoft Word and Microsoft Excel programs;
• Ability to calculate figures and amounts such as discounts, interest and percentages;
• Desire experience within SAP;
• Ability to maintain a high level of confidentiality;
• Ability to understand financial statements;

OTHER REQUIREMENTS:

• Some travel required - must provide own transportation.
• Occasional overnight travel required

Please refer the Job description for details