Quality Glass and Mirror Service · 10 hours ago
Customer Service Process Manager
Omaha, Nebraska
Full-time
Onsite
Senior Level
5+ years expQuality Glass is seeking a talented Customer Service Process Manager to lead their high-performing customer service and order-processing team. The role focuses on enhancing team efficiency and job satisfaction through technology and improved processes, while also ensuring customer service excellence metrics are met.
Glass Ceramics & Concrete
Responsibilities
Coach, develop, and champion a tenured team that already excels in product knowledge and customer care
Build on the team’s strengths by collaboratively introducing tools and workflows that save time and reduce repetitive work
Partner with team members to identify “quick-win” improvements and longer-term automations that make their expertise even more impactful
Own customer service excellence metrics: response times, order accuracy, customer satisfaction, and on-time communication
Work side-by-side with Sales, Purchasing, Production, and Accounting to create seamless cross-functional experiences
Design engaging, respect-based training that highlights how new tools amplify the team’s existing skills
Continually improve processes using Excel automation, ERP enhancements, digital dashboards, and other practical solutions
Develop clear, living SOPs and mentor the team toward even greater ownership and pride in their work
Hire and onboard new talent as we continue rapid growth
Qualification
Required
5+ years leading customer service or operations teams, ideally in manufacturing, distribution, construction, or technical products
A natural leadership style built on high emotional intelligence, respect, and the ability to earn trust quickly
Hands-on mastery of tools that make work easier: Advanced Excel (pivot tables, VLOOKUPs, formulas; macros/VBA a bonus), ERP systems (Infor, Epicor, SAP, etc.), CRM platforms and workflow automation tools a plus
Proven success guiding experienced teams through positive change—celebrating what's working while making great even better
Forward-thinking mindset: you see technology as a force multiplier for talented people
Exceptional communication skills and boundless patience when teaching new systems
High energy and capacity to manage daily operations while driving multiple improvement projects
Preferred
Experience in glass, glazing, construction, or building products
Background in process improvement or Lean principles
Benefits
Health Insurance
Dental Insurance
Vision Insurance (optional)
Life Insurance
401k with company match up to 4%
Paid Time Off
Employee discounts
Accident Insurance (optional)
Company
Quality Glass and Mirror Service
Founded in 1985, Quality Glass and Mirror Service is a full service glass and aluminum fabrication company servicing the five state region around Omaha, Nebraska.
51-200 employees
Funding
Current Stage
Growth StageCompany data provided by crunchbase