Customer Service Manager

Cosmo Cabinets • Eatonton, GA • 5h ago

Summary:

Georgia based Cosmo Cabinets is growing manufacturer of frameless kitchen and bath cabinets with a production in Eatonton, Georgia. Due to production needs, we are seeking Cabinet Builders, Machine Operators, Forklift Drivers, Material Handlers and Spray Booth Operators to join the team in our Eatonton facility. The ideal candidate has experience in cabinet building, construction, woodworking, and/or assembly line work where basic construction tools have been utilized.

Why Cosmo? Our core values and culture represent our attitude and commitment to employees.

C.A.R.E.S. Communicate, Accountable, Reliable, Excellence and Safety are the heart of our business in how we operate and manage our employees.

We are a young company with unlimited opportunity to learn and grow your skills as our business continues to excel. We are a tight-knit team with a unique product, and desire to add top talent to our organization. Apply today and be sure to take the cultural index survey after you submit your application!

Position Summary

We are seeking an experienced Customer Service Manager to lead our customer service team at Cosmo Cabinets, a manufacturer of quality cabinetry. This role is responsible for overseeing all customer-facing support activities, from order intake through post-installation follow-up. The ideal candidate combines strong leadership skills with knowledge of manufacturing operations and a commitment to delivering an exceptional customer experience to dealers, builders, contractors, and homeowners.

Key Responsibilities

Lead, train, coach, and evaluate a team of customer service representatives, setting clear performance expectations and service standards

Serve as the escalation point for complex customer issues, including order errors, damaged or missing parts, warranty claims, and delivery delays

Oversee order entry, order acknowledgment, and change-order processes to ensure accuracy of specifications, finishes, hardware, and delivery dates

Partner with production, scheduling, shipping, and sales teams to communicate lead times, resolve production issues, and keep customers informed of order status

Manage the warranty and replacement parts process, including root-cause tracking of defects and claims to support continuous improvement

Develop and monitor key performance indicators (response time, first-call resolution, claim turnaround, customer satisfaction) and report results to leadership

Build and maintain strong relationships with dealers, builders, and contractor accounts

Create and update standard operating procedures, service policies, and training materials

Handle scheduling, staffing, hiring, and performance reviews for the customer service department

Identify recurring service issues and work cross-functionally to eliminate them at the source

Support the sales team with quoting assistance, product knowledge, and customer communications as needed

Qualifications

Required:

10 years of customer service experience, with at least 2 years in a supervisory or management role

Experience in manufacturing, building products, cabinetry, millwork, or a related industry

Strong working knowledge of order management or ERP systems (e.g., 2020, Cabinet Vision, Epicor, NetSuite, or similar)

Excellent verbal and written communication skills

Demonstrated ability to de-escalate conflicts and resolve problems under pressure

Proficiency with Microsoft Office (Excel, Outlook, Word)

High school diploma or equivalent

Preferred:

Bachelor's degree in Business, Communications, or a related field

Knowledge of cabinet construction, finishes, and installation processes

Ability to read shop drawings, floor plans, or product specifications

Experience serving dealer, builder, or contractor customer channels

Bilingual (English/Spanish) a plus

Skills & Competencies

Leadership and team development

Problem-solving and root-cause analysis

Attention to detail with orders and specifications

Time management and ability to prioritize in a fast-paced environment

Customer-first mindset with a focus on retention and satisfaction

Physical Requirements & Work Environment

Primarily office-based with regular time on the production floor

Ability to sit for extended periods and use a computer and phone

Occasional lifting up to 25 lbs (samples, parts)

May require occasional travel to customer sites or trade shows

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