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Full-time
high school, bachelor degree
Medical Insurance, Dental Insurance, Vision Insurance, Paid Time Off, Paid Holidays, Flexible Spending Account
Posted 85d ago
~40 hrs/week
Responsibilities
Lead and coordinate customer service representatives to optimize workflow efficiency and ensure high service levels. Resolve complex customer inquiries regarding product quality, billing, and delivery while managing escalations and conducting team training.
Requirements
Requires a high school diploma and at least 4 years of direct customer support experience, preferably within the building products industry. Must be proficient in Microsoft Office and telecom software with strong leadership and interpersonal skills.
Full job description
Company Description
Cornerstone Building Brands is a leading manufacturer of exterior building products for residential and low-rise non-residential buildings in North America. Headquartered in Cary, N.C., we serve residential and commercial customers across the new construction and Repair & Remodel (R&R) markets. Our market-leading portfolio of products spans vinyl windows, vinyl siding, stone veneer, metal roofing, metal wall systems and metal accessories. Cornerstone Building Brands’ broad, multi-channel distribution platform and expansive national footprint includes more than 18,800 team members at manufacturing, distribution and office locations throughout North America. Corporate stewardship and Environmental, Social and Governance (ESG) responsibility are embedded in our culture. We are committed to contributing positively to the communities where we live, work and play. For more information, visit us at cornerstonebuildingbrands.com.
Job Description
ABOUT THE ROLE
As a Customer Success Lead Representative, you'll be part of a dynamic team where your contributions to customer care and your support for your team members are valued, and your professional development is prioritized. Join us and become an integral part of our winning team.
WHAT YOU’LL DO
Work Planning: Strategically plan daily activities utilizing CRM, Telecom, and Configuration systems, along with dashboards, to optimize workflow efficiency. Assign tasks to Customer Service Representatives (CSRs) in alignment with volume management strategies. Oversee the credit memo process, with authority to approve credits up to a specified dollar amount.
Customer Engagement: Regularly interact with customers to ensure their needs are prioritized and addressed promptly. Monitor service dashboards to ensure CSRs are meeting targeted service levels. Lead by example in representing multiple brands to customer partners.
Issue Resolution: Promptly address and resolve customer inquiries related to product quality, delivery coordination, warranty needs, product availability, pricing, and billing. Collaborate with operations and sales teams to expedite orders and ensure maximum customer satisfaction.
Escalation Management: Provide assistance to CSRs in resolving escalated or urgent matters.
Training: Conduct training sessions for CSRs focused on enhancing soft skills, product knowledge, and system proficiency. Assist with onboarding and training new employees. Lead customer training sessions on the use of configurators or portals.
Continuous Improvement: Support the Customer Success Manager, Supervisor, and Analyst by contributing to process improvements and special projects aimed at increasing customer satisfaction and optimizing internal workflows.
Performance Management: Collaborate with the Customer Success Manager and Supervisor by offering input on CSR performance, based on work volume and interaction quality. Assist with phone/email evaluations and offer constructive feedback.
WHAT YOU’LL NEED
Education: High School Diploma or equivalent required; bachelor’s degree is a plus.
Experience: 4+ years of proven direct customer and consumer support experience, preferably in the building products industry.
Industry Knowledge: Understanding of the building products industry and sales management experience in dealer, distribution, and/or two-step channel segments.
Skills: Strong problem-solving, negotiation, and communication skills are essential.
Technical Proficiency: Proficient in telecom software; Microsoft Office applications including Word, Excel, and PowerPoint.
Time Management: Solid time management skills with the ability to prioritize multiple responsibilities effectively.
Interpersonal Skills: Strong interpersonal and teamwork skills with a high level of integrity and personal motivation.
Adaptability and Flexibility: Being adaptable and open to new ways of working is crucial. Embrace change with a positive mindset.
Resilience: Ability to bounce back from setbacks, stay focused, and maintain productivity during challenges.
Learning Agility: Be willing to adapt to new processes, technologies, and ways of thinking.
Collaboration and Teamwork: Collaborate with colleagues, share insights, and work together to achieve common goals.
Additional Information
All your information will be kept confidential according to EEO guidelines.
Why work for Cornerstone Building Brands?
Our teams are at the heart of our purpose to positively contribute to the communities where we live, work and play. Full-time team members receive medical, dental and vision benefits starting day 1. Other benefits include PTO, paid holidays, FSA, life insurance, LTD, STD, 401k, EAP, discount programs, tuition reimbursement, training, and professional development.
Full-time is defined as regularly working 30+ hours per week. Union programs may vary depending on the collective bargaining agreement.
Cornerstone Building Brands is an Equal Opportunity Employer.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, pregnancy, genetic information, disability, or status as a protected veteran. You can find the Equal Employment Opportunity Poster here. You can also view Your Right to Work Poster here along with This Organizations Participation in E-Verify Poster here. If you'd like to view a copy of the company's affirmative action plan for protected veterans or individuals with disabilities or policy statement, please contact Human Resources at 281-897-7788 or . If you have a disability and you believe that you need a reasonable accommodation in order to search for a job opening or to submit an online application, please contact Human Resources at 281-897-7788 or . This email is used exclusively to assist disabled job seekers whose disability prevents them from being able to apply online. Only emails received for this purpose will be returned. Messages left for other purposes, such as following up on an application or technical issues not related to a disability, will not receive a response.
All your information will be kept confidential according to EEO guidelines.
Cornerstone Building Brands does not accept unsolicited resumes and will not pay fees for any candidate submissions that were not expressly authorized.
Notice of Recruitment Fraud
We have been made aware of multiple scams whereby unauthorized individuals are using Cornerstone Building Brand's name and logo to solicit potential job-seekers for employment. In some cases, job-seekers are being contacted directly, both by phone and e-mail. In other instances, these unauthorized individuals are placing advertisements for fake positions with both legitimate websites and fabricated ones. These individuals are typically promising high-paying jobs with the requirement that the job-seeker send money to pay for things such as visa applications or processing fees. Please be advised that Cornerstone Building Brands will never ask potential job-seekers for any sort of advance payment or bank account information as part of the recruiting or hiring process.
Cornerstone Building Brands is a leading manufacturer of exterior building products serving the residential and low-rise non-residential markets across North America. Through our expansive footprint and comprehensive product portfolio, we are uniquely positioned as a one-stop-shop for vinyl windows, vinyl siding, stone veneer, metal roofing, metal wall systems and metal accessories — all available through our trusted product brands to support a wide range of needs and end-uses.
Our success is driven by our dedicated team members and strong partnerships across the building industry. We continually invest in our brands and capabilities to create mutual value — leveraging our core strengths, executing with excellence and consistently seeking new solutions to the challenges our customers face every day.
From family homes to large-scale commercial structures, our products are the cornerstone of the communities where people live, work and play. That’s why we are committed to becoming a premier building solutions company that better serves its customers and helps build stronger communities.
Follow us on:
Instagram: @cornerstone_buildingbrands
Facebook: @CornerstoneBuildingBrands
YouTube: @cornerstonebuildingbrands
DISCLAIMER
Cornerstone Building Brands’ social media channels share information about our company, our products and our people. We welcome commentary expressing all points of view – positive and negative – but reserve the right to remove posts that are off-topic, offensive, promotional or illegal or contain inappropriate language, hate speech, proprietary information, personal data or personal attacks.
Offices: 5020 Weston Pkwy, Cary, North Carolina 27513, US
How many Management & Leadership jobs are open in Fort Myers, FL right now?
There are currently 529 open management & leadership positions in Fort Myers, FL listed on Clera. New openings are added daily as companies post roles.
Which companies are hiring for Management & Leadership roles in Fort Myers, FL?
Companies currently hiring include KnitWell Group, Chico's FAS, Inc., Starbucks, Domino's, Gartner, among others. Browse the listings above to see every active employer.
Are there remote or hybrid Management & Leadership jobs in Fort Myers, FL?
Yes — 58 of the 529 open management & leadership positions offer remote or hybrid work (21 remote, 37 hybrid).
How do I apply for Management & Leadership jobs in Fort Myers, FL?
Each listing links directly to the employer's application page. Apply early — fresh listings get the most recruiter attention in the first two weeks.