Customer Service Lead

Responsibilities

• Strategically plan daily activities using CRM, Telecom, and Configuration systems
• Assign tasks to Customer Service Representatives (CSRs) to manage volume
• Oversee and approve credit memos up to specified limits
• Interact with customers to ensure needs are addressed promptly
• Monitor service dashboards to ensure CSRs meet service levels
• Resolve customer inquiries regarding product quality, delivery, warranty, and billing
• Provide assistance to CSRs for escalated or urgent matters
• Conduct training sessions for CSRs on soft skills, product knowledge, and systems
• Contribute to process improvements and special projects
• Provide input on CSR performance and conduct evaluations

Requirements

• High School Diploma or equivalent (Bachelor's degree preferred)
• 4+ years of direct customer and consumer support experience
• Experience in the building products industry preferred
• Knowledge of dealer, distribution, or two-step channel segments
• Proficiency in Microsoft Office (Word, Excel, PowerPoint) and telecom software
• Strong problem-solving, negotiation, and communication skills
• Excellent time management and interpersonal skills

About the Company

Cornerstone Building Brands is a leading manufacturer of exterior building products for residential and low-rise non-residential buildings in North America. Headquartered in Cary, N.C., we serve residential and commercial customers across the new construction and Repair & Remodel (R&R) markets.