CRL · 3 weeks ago
Online Customer Care Manager
LA Metro Area
Full-time
Onsite
Entry, Mid Level
$85K/yr - $95K/yr
2+ years expCRL is a company that contributes architectural glass and building products to various projects. They are seeking an Online Customer Care Manager responsible for leading a team, providing quotes to customers, and ensuring service delivery meets customer expectations.
ArchitectureBuilding MaterialConstructionHardwareIndustrial ManufacturingManufacturingWholesale
Responsibilities
Lead, coach, and develop a team of customer service supervisors and representatives
Monitor and analyze service metrics (e.g., CSAT, NPS, response times) to identify trends and implement improvements
Ensure consistent service delivery aligned with company standards and customer expectations
Collaborate with cross-functional teams (Sales, Operations, Logistics, etc.) to resolve escalated issues and improve the end-to-end customer experience
Develop and implement regional service strategies that support business goals and customer satisfaction
Assess performance, provide training, and ensure compliance with policies and procedures
Manage staffing levels, scheduling, and resource allocation to meet service demands
Lead initiatives to streamline processes, reduce costs, and enhance service quality
Qualification
Required
A minimum of 2-3 years previous customer service experience or equivalent; glass industry preferred
High School Diploma or equivalent; Associates/Bachelor's Degree preferred
Proficiency in CRM systems and customer service software (e.g. SAP, AS-400, 8x8, etc)
Proven ability to lead and motivate across regions team virtually and in person
Excellent communication, interpersonal, and conflict resolution abilities
Strong problem-solving, process improvement, and critical thinking skills
Preferred
glass industry preferred
Associates/Bachelor's Degree preferred
Benefits
Benefits that benefit you – industry competitive benefits at the lowest cost to the employee
Work-life balance – PTO and holidays, including floating holidays you can choose
Compensation that rewards your hard work – A pay-for-performance culture with potential for annual raises and bonuses
Training – We will equip you with the knowledge and skills you need to succeed
Company
CRL
CRL is the industry’s leading, full-service provider of architectural metals, glass fittings and professional-grade glazing supplies.
1001-5000 employees
Funding
Current Stage
Late StageTotal Funding
unknown2015-08-27Acquired
Leadership Team
Nancy Rouse
Human Resources Business Partner
Recent News
2025-05-17
Google Patent
2025-05-17
Google Patent
2025-05-17
Company data provided by crunchbase