Title: Customer Service Manager

Location:

Houston, TX, US, 77054

Group: Emerging Businesses Group

Division: Sales

Job ID: 19003

it's what's inside that counts

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There’s more to CMC than our products and the buildings, structures, and roads they go into. At CMC, it’s the people inside our recycling centers, fabrication plants, manufacturing facilities, steel mills and offices that make us who we are as a company. Our success comes from finding, retaining, and supporting the highest quality talent by offering:

Day 1 Benefits Coverage with low cost Medical, Vision, Dental
Day 1 Paid-time Off and Vacation
4.5% Company Match 401(k) plan
$500 Annual Company-paid Lifestyle Benefit
Competitive Compensation and Bonuses
Company-paid Life and Disability Insurance
Employee Stock Purchase Plan
Training and Advancement Opportunities

Why This Job

The Customer Service Manager leads a high-performing team focused on delivering exceptional service to CMC customers. This role is responsible for managing daily operations related to order fulfillment, customer relations, and support processes, ensuring that service delivery aligns with company standards and client expectations.

What You'll Do

Lead and manage the customer service team, ensuring daily operations support a high level of customer satisfaction.
Develop and implement service strategies, processes, and best practices that improve customer experience and operational efficiency
Serve as the primary escalation point for complex customer issues and ensure timely and effective resolution.
Monitor performance metrics (e.g. order accuracy, response times, complaint resolution) and take action to address deficiencies.
Coordinate with sales, operations, logistics, and other departments to ensure a seamless customer journey from order placement to delivery.
Oversee order processing, quotations, product inquiries, and all customer interactions to ensure accuracy and responsiveness.
Train, mentor, and evaluate team members; foster a positive, accountable work culture focused on continuous improvement.
Maintain up-to-date knowledge of CMC products, services, policies, and industry trends to support team and customer needs.
Drive initiatives to improve customer loyalty, retention and satisfaction.
Participate in cross- functional projects to enhance service delivery or introduce new systems and tools

What You'll Need

5+ years of customer service or sales support experience, including 2+years in a leadership or supervisory role.
Experience in the construction, manufacturing, or industrial services industry strongly preferred.
Proven ability to lead teams, resolve conflicts, and drive performance.
Excellent interpersonal, communication, and organizational skills.
Strong problem-solving skills and ability to manage multiple priorities under pressure.
Proficiency in Microsoft Office Suite and CRM/order processing systems.
Bi-lingual English/Spanish preferred

Your Education

Bachelor’s degree in Business Administration, Communications, or a related field preferred.
Equivalent experience in a customer service leadership role will be considered.

We are CMC, a Fortune 500® company at the leading edge of our industry. Our construction reinforcement and steel products have supported construction projects and structures around the world. The secret to our success? We’ve built our legacy by assembling a team of innovators and doers to tackle some of the most challenging construction reinforcement problems facing our world for more than 100 years — and we’re just getting started.

If you’re ready to join a team working to make our industry more sustainable, support the bridges, roadways, buildings and infrastructure that connects our communities, and do meaningful work, you’re ready to join CMC. Apply today and start moving your career — and our world — forward. Let's build a better world!

CMC is committed to providing equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, age, physical or mental disability, national origin, citizenship, military or veteran status, sexual orientation, gender identity and/or expression, genetic information, or other status protected by federal, state or local law.