Cornerstone Building Brands · 1 day ago
Supervisor, Customer Success
North Brunswick, NJ
Full-time
Hybrid
Mid, Senior Level
$65K/yr - $75K/yr
3+ years expCornerstone Building Brands is a premier exterior building solutions provider serving both the residential and commercial markets across North America. As a Customer Success Supervisor, you will lead a team responsible for creating optimal customer experiences and delivering premier service levels for both direct and indirect customers.
Building MaterialManufacturingReal Estate
Responsibilities
Strategically plan and prioritize daily activities using CRM, Telecom, Configuration systems, and dashboards to optimize workflows and team efficiency
Assign schedules/responsibilities to Customer Service Representatives (CSRs) based on volume management strategies and ensure proper workload distribution
Manage the credit memo process, with authority to approve credits up to a specified dollar amount
Regularly interact with customers to ensure their needs are prioritized and promptly addressed
Monitor service dashboards to ensure CSRs are meeting targeted service levels and maintaining high-quality customer interactions
Lead team expectations of support for multiple brands to customer partners, fostering strong customer relationships
Work closely with Customers, Sales and Operations to ensure Customer Success aligns with all business objectives and goals
Establish and maintain a positive, customer-centric team culture paramount to the success of the business
Promptly address and resolve customer inquiries related to product quality, delivery coordination, warranty needs, product availability, pricing, and billing
Actively collaborate with operations and sales teams to expedite orders and ensure maximum customer satisfaction
Drive Customer representatives to achieve goals as outlined in the quality success model and meet agreed goals
Lead root cause and improvement actions when applicable to a situation
Lead training sessions for CSRs focused on enhancing soft skills, product knowledge, and system proficiency
Assist with onboarding and training new employees to ensure they are equipped for success
Conduct customer training sessions on the use of configurators or portals, ensuring customers are well-informed and confident in using company systems
Partner on hiring, development, and advancement of team members; collaborate with Talent Acquisition and HR to fill open positions and develop team members for high performance and career advancement
Identify and implement process improvements and special projects aimed at increasing customer satisfaction and optimizing internal workflows
Identify opportunities to improve efficiency and team member experience through technology or process improvements
Execute strategic activities to ensure the customer success team is well-positioned to grow and meet customer expectations
Drive performance through dashboard and KPIs
Provide support to CSRs in resolving escalated or urgent matters
Collaborate with functional leaders and their teams to ensure high-quality customer service and address issues with solutions that positively impact customer relationships
Take an active approach in motivating, developing, coaching, and training Customer Success Representatives to maintain effectiveness
Communicate clear expectations for team members and proactively ensure goals are being met
Provide honest performance-based feedback to team members
Qualification
Required
High School Diploma or equivalent required; bachelor's degree is a plus
3+ years of proven direct customer and consumer support experience, preferably in the building products industry
2+ years in a service lead or supervisory role
Understanding of the building products industry and sales management experience in dealer, distribution, retail, two-step and consumer channel segments
Strong problem-solving, negotiation, and communication skills essential
Solid time management skills with the ability to prioritize multiple responsibilities effectively
Strong interpersonal and teamwork skills with a high level of integrity and personal motivation
Being adaptable and open to new ways of working is crucial. Embrace change with a positive mindset
Ability to bounce back from setbacks, stay focused, and maintain productivity during challenges
Be willing to adapt to new processes, technologies, and ways of thinking
Collaborate with colleagues, share insights, and work together to achieve common goals
Proficient in telecom software; Microsoft Office applications including Word, Excel, and PowerPoint
Benefits
Medical, dental, vision benefits starting day 1
401k
PTO
Paid holidays
FSA
Life insurance
LTD
STD
EAP
Discount programs
Tuition reimbursement
Training
Professional development
Company
Cornerstone Building Brands
Cornerstone Building Brands provide complete building solutions for the residential and commercial markets. It is a sub-organization of Fortify Building Solutions.
10001+ employees
Funding
Current Stage
Late StageTotal Funding
$500M2024-07-29Debt Financing· $500M
2022-02-14Acquired
Leadership Team
Gunner Smith
Chief Executive Officer
Jeffrey Lee
EVP & Chief Financial Officer
Recent News
2026-01-13
Company data provided by crunchbase