Customer Service Manager

Job Description

Job Description

The Customer Service Manager will oversee all customer-facing communication and project coordination for custom door and other product orders. This role requires someone comfortable managing multiple concurrent projects, coordinating with production, field, and service teams, and resolving issues quickly and professionally. Construction or building-products industry experience is strongly preferred, since success in this role depends on understanding lead times, field measurements, installation logistics, and product specifications.

Key Responsibilities
• Serve as a point of contact for customers after the sale - managing expectations on timelines, order status, and installation scheduling
• Coordinate and track multiple active projects simultaneously, from order entry through fabrication, delivery, and installation, ensuring nothing falls through the cracks
• Communicate proactively with customers regarding lead times, delays, change orders, and site-readiness requirements
• Partner with production, estimating, and field installation teams to keep projects on schedule and resolve bottlenecks
• Manage and resolve customer service issues, warranty claims, and post-installation concerns with professionalism and urgency
• Maintain accurate, up-to-date records in the CRM for every customer interaction and project milestone
• Review incoming orders for completeness and accuracy (measurements, specifications, hardware/finish selections) before releasing to production
• Develop and refine customer service processes, templates, and follow-up cadences to improve efficiency and consistency
• Train and support any additional customer service or support staff as the team grows
• Monitor customer satisfaction and gather feedback to identify recurring issues or opportunities for improvement

Required Qualifications
• 3+ years of experience in customer service management, project coordination, or a similar customer-facing leadership role
• Project management experience - proven ability to manage multiple concurrent jobs/projects with competing deadlines
• Construction industry experience - familiarity with construction schedules, site logistics, contractor/builder relationships, field measurements, or installation processes (doors, windows, glass, millwork, or similar building products strongly preferred)
• Strong written and verbal communication skills; comfortable handling difficult conversations and de-escalating customer concerns
• Proficiency with CRM software and general office/productivity tools (email, spreadsheets, scheduling tools)
• Highly organized, detail-oriented, and able to prioritize in a fast-paced, deadline-driven environment
• Problem-solving mindset with a customer-first attitude

Preferred Qualifications
• Experience with custom or made-to-order products (doors, windows, glass, cabinetry, or similar)
• Familiarity with building codes, product approvals, or construction specifications
• Prior experience coordinating with installation crews or subcontractors
• Experience with project management or scheduling software

Iron Works designs and manufactures custom iron and steel doors and glass room systems, built domestically in the Southeast with US-sourced materials and 11-gauge steel construction. We offer full turnkey service -measurement, delivery, and installation - backed by a lifetime structural warranty.

Company Description

Iron Works designs and manufactures custom iron and steel doors and glass room systems, built domestically in the Southeast with US-sourced materials and 11-gauge steel construction. We offer full turnkey service -measurement, delivery, and installation - backed by a lifetime structural warranty.