Customer Solutions Manager

Collaborative people. Progressive builders.

Consistently recognized as a best workplace, and for our commitment to safety, sustainability, and community partnerships, BNBuilders hires the very best in the construction industry and strives to create an environment that encourages innovation, responsibility, and client satisfaction. If you are looking to be a part of an open, supportive team and receive exciting challenges that promote personal and professional growth, look no further than BNBuilders!

JOB SUMMARY:

The Customer Solutions Manager is responsible for overseeing the inside sales team, ensuring that project teams receive exceptional service, and quickly resolving any issues that arise. This role involves managing a team of inside sales representatives, developing customer service policies, and continuously improving the customer experience. The Customer Solutions Manager will collaborate with other departments to align customer service initiatives with overall company goals.

SALARY RANGE: $85,000 - 95,000 annually (companywide)

BENEFITS:

• Group medical, vision and dental insurance including choice of two benefit plans - a PPO plan and a high deductible / Health Saving Account Plan with company contribution to HSA.
• Company-paid Short- & Long-Term Disability plans, group Life Insurance, and AD&D plans
• Flexible Spending Account (FSA) plans (for health care and dependent care)
• Untracked / Unmeasured vacation.
• Sick Leave accrued at 1 hour of sick leave for every 30 hours worked with a carryover of 80 hours
• 9 paid Holidays each year
• Paid Parental Leave
• Annual Discretionary Bonus based on company profitability and your manager's assessment of your performance.
• A 401(k) savings plan under which BNB matches the first three percent of your deferral with a 100% match and the next two percent with a 50% match for a total matching contribution of 4% of your pay. You are immediately 100% vested in all contributions (including BNB match). We provide both traditional (Pre-Tax) and Roth (post -tax) contribution options in our 401(k) plan.
• We're also proud to be an employee-owned company. This means you get an ownership stake in BNB through a benefit called an Employee Stock Ownership Plan (ESOP). It's 100% company funded and is invested in BNBuilders stock. You can participate in this long-term plan after you complete 1 year of service (with at least 1,000 hours).

JOB RESPONSIBILITIES:

• Customer Relationship Management
• Ensure high levels of customer satisfaction through excellent service delivery.
• Address customer issues promptly and ensure they are resolved to satisfaction.
• Handle escalated customer inquiries and complaints effectively.
• Monitor and analyze customer service metrics to ensure targets are met.
• Develop and implement effective customer service policies and procedures.
• Continuously seek ways to improve the customer service process.
• Track and ensure correct products are delivered within the needed timeframe, and follow up with project teams to ensure shipments are systemically received in ERP system.

• Operational Management
• Oversee the day-to-day operations of the Inside Sales Reps.
• Create and constantly improve standard operating procedures.
• Ensure the team uses customer service software and tools effectively.
• Work closely with other departments, such as Purchasing and Warehouse Operations, to ensure a cohesive approach to customer service.
• Prepare and present regular reports on customer service performance to all internal managers while ensuring internal service level agreements are achieved.
• Perform additional duties as directed by Leadership team.

• Team Leadership and Development:
• Lead, manage, and mentor the Inside Sales team to ensure high performance.
• Conduct regular training sessions and professional development opportunities.
• Perform regular performance evaluations and implement improvement plans.
• Foster a positive and motivating team environment.

QUALIFICATIONS:

• 2+ years' experience managing an Inside Sales team.
• 5+ years' demonstrated customer service experience in a fast-paced business environment.
• Ability to work under time pressure and adapt to changing requirements with a positive attitude.
• Ability to prioritize and manage multiple tasks, changing priorities as necessary.
• Intermediate knowledge of Microsoft Office Suite.
• Excellent communication and interpersonal skills.
• Ability to be self-motivated, proactive and an effective team player.
• Ability to interact effectively and professionally with all levels of employees, both management and staff alike.
• Strong written and oral communication skills across all levels of the organization.
• Proven track record of developing, implementing, and utilizing processes and procedures.
• Demonstrated ability to coordinate resources to meet internal business objectives and customer expectations.
• Thorough knowledge of company product, policies, and procedures.
• Through knowledge of tools and consumables customarily used in construction projects.
• Strong interpersonal, organizational, and project management skills.
• Demonstrated successful application of managerial and supervisory skills.
• Demonstrated skills or knowledge of budgeting and financial analysis skills.
• Demonstrated problem solving skills and dealing with ambiguity.
• Strong analytical and mathematical ability.
• Ability to effectively implement change.
• Ability to facilitate meetings.
• Ability to effectively manage conflict.
• Ability to travel to 20% of the time.

PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this position, the employee is frequently required to sit, communicate, reach and manipulate objects, tools or controls. The position requires mobility. Duties involve moving materials weighing up to 10 pounds on a regular basis and up to 25 pounds on an occasional basis. Manual dexterity and coordination are required over 50% of the work period while operating equipment such as computer keyboard, mouse, calculator and similar machines.

WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. BNB believes in collaboration, team-building, and a strong supervisor/employee relationship. To accomplish this, the duties of this role are not performed in a remote capacity, and we expect that all employees will complete work in an office/job site setting. This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Our Commitment to Diversity and Inclusion

At BNB, diversity, equity, and inclusion are the driving forces in which our culture is built. We recognize that our unique and vast differences bring a richness to our lives and work environment. This fosters stronger and more meaningful relationships within our company and the communities in which we serve. Our mission is to strive to provide an environment that is respectful, safe, fair, and inclusive, so that we can be stronger, wiser, and better together.

Note: BNBuilders retains the discretion to add to or change the duties of this position at any time.

In compliance with Federal and State equal employment opportunity laws, qualified applicants are considered for all positions without regard to race, color, religion, sex, national origin, age, marital status, veteran status, non-job related disability, or any other protected group status.
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