• Retail Customer Care Manager

    Job Location USA-FL-Tampa
    Posted Date 2 weeks ago(2 weeks ago)
  • Summary

    Our vision is to be the best provider of building products in the eyes of our customers, employees, shareholders, suppliers and communities.


    At Masonite, we understand that people are key. We are a composite of diverse people who come together by showing support and respect to one another.


    We hire people that demonstrate integrity under pressure. Integrity is at the foundation of everything we do. It is in each door we make, in our commitment delivery and in our honest and sincere communication.


    Our employees are flexible, versatile and resilient. Our ability to weather any storm, to bend without breaking, is what allows us to hear the knock and open the door with confidence, no matter what's on the other side.


    At Masonite, we hold the door open for each other and for new ideas. We want everyone to freely contribute ideas and add value, so we are positive and encouraging. This collaborative environment is what makes Masonite a transparent, fair company- one that doesn't hide behind closed doors.


    We continuously strive to improve both our products and our customers' experiences. This drive leads us to revolutionize the door industry and help people walk through walls.


    The Customer Service Manager has accountability for our Retail Customer Service teams across North America. This position will be responsible for the day to day leadership of the teams while also having influence on the strategic direction of the organization.  This will be a hands-on leadership role and a member of the Senior Customer Service Leadership Team.


    Key Job Functions:

    • Provide leadership, coaching, mentoring and development to direct reports
    • Develop and implement Customer Service policies, procedures, standardized work, training, systems and best practices throughout the organization
    • Continuously improve Customer Service results by evaluating and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing change
    • Establish strong partnerships and collaboration with Sales, Operations, Supply Chain and HR to deliver an exceptional Customer and Employee Experience
    • Anticipate Customer Service issues as a result of long-range business strategies and partner with Customer Service supervisors and Plant leadership to create proactive solutions to keep up with evolving changes
    • Coordinate with Customer Service Leaders in other business units and support functions to insure programs are consistent and application is in accordance with established policies and comply with applicable laws and regulations
    • Coordinate and manage Customer Service projects and initiatives
    • Address complex and escalated Customer Service issues
    • Develop and implement the training and assessment resources needed for the Customer Service team
    • Enforce pricing policies while maintaining Sarbanes Oxley (SOX) compliance
    • Adhere to and administer company related safety/environmental rules and regulations
    • Perform various other duties as assigned


    • 5-7 years of customer service management experience a must, in building products a plus. A minimum of 10 years’ experience in customer service required.
    • Bachelor’s degree in Business or related area mandatory
    • Strong collaboration and problem-solving skills  
    • Strong MS Office skills (Excel, PowerPoint, Word)
    • Working knowledge of customer service software, databases, and tools
    • In-depth knowledge of customer service principles and practices
    • Proven track record to think strategically and to lead effectively
    • Strong client-facing and communication skills
    • Demonstrated ability to manage multiple, competing priorities, facilitate projects & business processes, and work effectively both independently & as part of a collaborative team
    • Proficient in leading remote teams across North America



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