Customer Service Manager

Summary:

Georgia based Cosmo Cabinets is growing manufacturer of frameless kitchen and bath cabinets with a production in Eatonton, Georgia. Due to production needs, we are seeking Cabinet Builders, Machine Operators, Forklift Drivers, Material Handlers and Spray Booth Operators to join the team in our Eatonton facility. The ideal candidate has experience in cabinet building, construction, woodworking, and/or assembly line work where basic construction tools have been utilized.

Why Cosmo? Our core values and culture represent our attitude and commitment to employees.

C.A.R.E.S. Communicate, Accountable, Reliable, Excellence and Safety are the heart of our business in how we operate and manage our employees.

We are a young company with unlimited opportunity to learn and grow your skills as our business continues to excel. We are a tight-knit team with a unique product, and desire to add top talent to our organization. Apply today and be sure to take the cultural index survey after you submit your application!

Position Summary

We are seeking an experienced Customer Service Manager to lead our customer service team at Cosmo Cabinets, a manufacturer of quality cabinetry. This role is responsible for overseeing all customer-facing support activities, from order intake through post-installation follow-up. The ideal candidate combines strong leadership skills with knowledge of manufacturing operations and a commitment to delivering an exceptional customer experience to dealers, builders, contractors, and homeowners.

Key Responsibilities

• Lead, train, coach, and evaluate a team of customer service representatives, setting clear performance expectations and service standards

• Serve as the escalation point for complex customer issues, including order errors, damaged or missing parts, warranty claims, and delivery delays

• Oversee order entry, order acknowledgment, and change-order processes to ensure accuracy of specifications, finishes, hardware, and delivery dates

• Partner with production, scheduling, shipping, and sales teams to communicate lead times, resolve production issues, and keep customers informed of order status

• Manage the warranty and replacement parts process, including root-cause tracking of defects and claims to support continuous improvement

• Develop and monitor key performance indicators (response time, first-call resolution, claim turnaround, customer satisfaction) and report results to leadership

• Build and maintain strong relationships with dealers, builders, and contractor accounts

• Create and update standard operating procedures, service policies, and training materials

• Handle scheduling, staffing, hiring, and performance reviews for the customer service department

• Identify recurring service issues and work cross-functionally to eliminate them at the source

• Support the sales team with quoting assistance, product knowledge, and customer communications as needed

Qualifications

Required:

• 10 years of customer service experience, with at least 2 years in a supervisory or management role

• Experience in manufacturing, building products, cabinetry, millwork, or a related industry

• Strong working knowledge of order management or ERP systems (e.g., 2020, Cabinet Vision, Epicor, NetSuite, or similar)

• Excellent verbal and written communication skills

• Demonstrated ability to de-escalate conflicts and resolve problems under pressure

• Proficiency with Microsoft Office (Excel, Outlook, Word)

• High school diploma or equivalent

Preferred:

• Bachelor's degree in Business, Communications, or a related field

• Knowledge of cabinet construction, finishes, and installation processes

• Ability to read shop drawings, floor plans, or product specifications

• Experience serving dealer, builder, or contractor customer channels

• Bilingual (English/Spanish) a plus

Skills & Competencies

• Leadership and team development

• Problem-solving and root-cause analysis

• Attention to detail with orders and specifications

• Time management and ability to prioritize in a fast-paced environment

• Customer-first mindset with a focus on retention and satisfaction

Physical Requirements & Work Environment

• Primarily office-based with regular time on the production floor

• Ability to sit for extended periods and use a computer and phone

• Occasional lifting up to 25 lbs (samples, parts)

• May require occasional travel to customer sites or trade shows

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