Regional Client Services Manager (East)

What You'll Get to Do As a Regional Client Service Manager, you'll lead and support customer service operations across multiple branch locations in your assigned region. You'll be the go-to leader for a team of ~13 branch CS leads - coaching, developing, and holding them accountable to the service standards that keep our customers returning. Key Responsibilities Lead, coach and performance manage regional customer service personnel across branch locations Drive accountability to OBE service standards, policies and operational procedures Own KPI performance - response times, order accuracy, customer satisfaction, escalation resolution and productivity Partner with our Trainer, Client Services to coordinate onboarding, refresher training and employee development Identify service gaps, process inefficiencies and training opportunities across the region Support succession planning and talent development within the CS organization Collaborate with operations and supply chain to improve order flow, inventory visibility and customer responsiveness Champion a customer-first culture across every branch interaction Travel as needed to support branch operations, training rollouts and performance management What We Are Looking For 5+ years of customer service, call center, logistics, distribution, or operational leadership experience Previous supervisory or people management experience Proven ability to lead, coach and develop teams across multiple locations Strong communication and conflict resolution skills Experience working within multi-site operational environments SAP or ERP system experience Comfortable with regional travel Preferred Bachelor's degree preferred: Business, Supply Chain, Operations, Communications, or related field Experience in architectural hardware, glass & glazing, or building materials Background supporting customer service transformation or continuous improvement initiatives Familiarity with 8x8 or similar customer interaction platform Bilingual or multilingual a plus in our diverse branch environments 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 OBE will not discharge or discriminate against employees or applicants for discussing, disclosing, or inquiring about their own or others' pay. #J-18808-Ljbffr Oldcastle BuildingEnvelope