Customer Service Manager

Every 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.

You 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.

This 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.

Job responsibilities include:

Lead & 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.

Drive 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.

Resolve escalations: Investigate quality complaints, back orders, replacement-related credit requests & back charges. Determine ownership & negotiate solutions that serve both the customer & OBE.

Partner 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.

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.

Build a formal training & onboarding program: Replace today's shadowing-based approach with a structured program & ongoing product training that strengthens team expertise.

Advise customers & colleagues on OBE products & services.

Prioritize with confidence in a fast-paced, changing environment.

5+ years in customer service, including 2+ years leading direct reports

Proven ability to set expectations, manage performance & make difficult personnel decisions with fairness & care

Proficiency with ERP & order entry systems (Surpass experience preferred)

Experience with data analysis & performance tracking, including forecasting & sales statistics

Strong customer & business judgment, with experience resolving complaints on custom or made-to-order products

Structured problem-solving skills through TPS, lean or continuous improvement

Ability to build credibility & influence at every level, and to hold respectful, firm conversations with customers & internal partners

Experience managing high-volume, email-driven order flow & leading cross-functional communication with production & shipping

Position Pay Range$85,000—$105,000 USD

What OBE Offers You

Benefits that benefit you – industry competitive benefits at the lowest cost to the employee

Work-life balance – PTO and holidays, including floating holidays you can choose

Compensation that rewards your hard work – A pay-for-performance culture with potential for annual raises and bonuses

Training – We will equip you with the knowledge and skills you need to succeed

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