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Customer Service Manager in Walkerton, IN
Masonite Corporation

Date Posted: 3/20/2018

Job Snapshot

Job Description

Our vision is to be the best provider of building products in the eyes of our customers, employees, shareholders, suppliers and communities.

At Masonite, we understand that people are key.  We are a composite of diverse people who come together by showing support and respect to one another.

We hire people that demonstrate integrity under pressure. Integrity is at the foundation of everything we do.  It is in each door we make, in our commitment delivery and in our honest and sincere communication.

Our employees are flexible, versatile and resilient. Our ability to weather any storm, to bend without breaking, is what allows us to hear the knock and open the door with confidence, no matter what’s on the other side.

At Masonite, we hold the door open for each other and for new ideas. We want everyone to freely contribute ideas and add value, so we are positive and encouraging.  This collaborative environment is what makes Masonite a transparent, fair company- one that doesn’t hide behind closed doors.

We continuously strive to improve both our products and our customers’ experiences. This drive leads us to revolutionize the door industry and help people walk through walls.


The Customer Service Manager is responsible for leading a team of Customer Service professionals located in our manufacturing plant. This position is accountable to provide Customer Service leadership to 1) exceed Customer expectations; 2) grow and develop their employees; 3) execute the business plan; and 4) improve efficiencies through process improvement and innovation. This position requires excellent problem-solving, analytical, interpersonal, communication, and customer service skills. The Customer Service Manager reports directly to the Director of Customer Service but has dotted line responsibility to the Plant Manager.

  • Implement a communication plan/process for customer relationship management to provide unparalleled customer service by aligning customer service with production, sales, and the customer.
  • Interact with several departments such as: Logistics, SIOP, IT, Purchasing, Accounting, Operations and Sales to ensure all orders can be shipped on time and complete.
  • Establish relationships and communicate with customers at various levels as required.
  • Develop team building exercises to incorporate throughout the year to drive the team.
  • Reduce order entry errors and cost by 20% over the 2016 number.
  • Implement an incentive plan for the customer service team.
  • Incorporate at least four (4) onsite client visits per year with the customers to build strong relationships with the clients.
  • Learn Masonite’s current ERP system, Masterpack / MS DAX 2012 R3.
  • Ensure ongoing Sarbanes Oxley (SOX) Compliance for pricing.
  • Administer company’s policies and procedures as they relate to Order Entry, Customer Service, Logistics, Warranty and Returns.
  • Provide senior management with regular reports on status of performance and projects.
  • Motivate and lead the customer service team to work effectively and efficiently, creating standardization within the team and sharing best practices across teams.
  • Set department targets and goals and be responsible to meet or exceed these goals.
  • Follow all Company related safety/environmental rules and regulations.
  • Member of the Plant Leadership Team and the Residential Customer Service Leadership Team.
  • Five (5) to Seven (7) years’ of Customer Service Management experience.
  • Bachelor's Degree required
  • Ability to travel, as needed.

Business Knowledge: Extensive knowledge of Customer Service concepts and best practices.

Account Management: Manages customer expectations: Act as focal point for customer communications through customer service personnel, order management, order-fulfillment, back-order discrepancies, customer complaints, understanding business priorities.

Change Management: Anticipates reactions of people to change in systems and business plans and plans accordingly. Recognizes own/teams reactions to change process; identifies early successes to maintain momentum; implements communication plan.

Leadership: Ability to foster a common vision which supports the organizations goals; perseverance necessary to focus on, and achieve long-term objectives; capability to orchestrate continuous change.

Problem Solving: Demonstrated ability to understand complex business issues and to provide appropriate, effective, technical solutions.

Customer Focus:  Anticipates Customer needs accurately by leveraging the voice of the Customer. Quickly establishes and maintains creditability with customers.

Team Commitment:  Proven success in building and leading teams, collaborating cross-functionally and managing diverse thinking.

#LI-SO1, #CB


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