Customer Service Manager

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Description

COMPANY OVERVIEW

Artisan Design Group - or ADG - is a leading supply chain partner to homebuilders throughout the United States. Over 3,000 ADG employees operating out of 135 facilities in 25 states provide a full range of design, procurement, and installation services along with products from the top manufacturers of flooring, cabinets, and countertops. Formed in 2016 by the merging of two industry leaders, ADG then acquired over 20 additional companies - each a leader in the geography it serves. We are the premier interior finishings organization in the United States. Our expansive trajectory has been rapid, and we continue to experience explosive growth, thanks to our dedication to high quality work.

Position Summary:

The Customer Service Manager is responsible for leading and managing the Customer Service Department to ensure exceptional service delivery, operational efficiency, and alignment with company objectives. This role oversees personnel, service order processes, scheduling functions, escalations, and departmental metrics. Success in this role requires strong leadership, sound judgment, accountability, and the ability to drive results through others.

Requirements

• Directly manage, coach, and develop Customer Service Representatives and support staff.
• Establish departmental goals, service standards, and accountability expectations.
• Conduct performance evaluations, corrective action, coaching, and development planning.
• Participate in hiring, onboarding, promotions, disciplinary actions, and staffing decisions.
• Oversee all customer service workflows including service requests, scheduling, escalations, and warranty matters.
• Ensure service orders are completed accurately, timely, and in accordance with company standards.
• Analyze departmental KPIs including response times, backlog, closeout times, and customer satisfaction trends.
• Implement process improvements, standard operating procedures, and service enhancements.
• Manage labor efficiency, scheduling productivity, and vendor cost effectiveness.
• Collaborate with Sales, Production, Field Operations, and Leadership to improve service delivery.

Education, Experience & Qualifications:

• Bachelor's degree preferred or equivalent experience.
• 5+ years of customer service, operations, or service management experience.
• 2+ years of direct people management experience.
• Industry experience in cabinetry, countertops, flooring, manufacturing, or construction preferred.
• Strong leadership, communication, conflict resolution, and analytical skills.
• Proficiency in ERP, CRM, scheduling, and Microsoft Office systems.

Core Competencies:

• Builds professional working relationships
• Communicates clearly and effectively
• Demonstrates accountability and ownership
• Exercises sound judgment and decision-making
• Identifies and resolves operational challenges proactively

Physical Demands:

Primarily office-based role requiring prolonged sitting, standing, walking, computer use, and frequent communication. Occasional lifting up to 20 pounds and site visits as needed.

Work Environment:

Fast-paced office environment with regular interaction with customers, field personnel, vendors, and internal departments.

Our Benefits:

• Health Insurance (Medical, Prescription, Dental, and Vision)
• Life Insurance
• Paid Holidays and Time Off
• 401(k) Plan with company matching

ADG is an equal opportunity employer and administers all personnel practices without regard to race, color, religious creed, sex, gender, age, ancestry, national origin, mental or physical disability or medical condition, sexual orientation, gender identity or expression, marital status, military or veteran status, genetic information, or any other category protected under federal, state, or local law.

We are committed to helping individuals with disabilities participate in the workforce and ensuring equal opportunity to apply and compete for jobs. If you need any assistance at any point in the application or hiring process due to a disability and you need an accommodation, please email accommodations@adgus.net. Please do not use this email address for any other questions. Only inquiries regarding accommodations will be addressed.