Customer Service Manager

Basalite Building Products, LLC is one of the largest manufacturers of concrete masonry products in the Western United States. Product lines include structural block, interlocking paving stones, engineered wall systems, retaining walls, ornamental and garden products, and a full range of sack goods. We are a proud member of the Pacific Coast Building Products Family of Companies.

POSITION SUMMARY: Under the supervision of the VP, Basalite CA/AZ, this position supports the Customer Service/Dispatch and Inside Sales departments in Tracy and Dixon. Manages personnel and is the main contact for high volume retail partners such as Home Depot and Lowe’s as well as specialized building material distributors and contractors in respect to inquiries and issues, processing of customer sales orders, and scheduling of loads for delivery. The ideal candidate ensures high-volume retail inventory remains in-stock, handles complex logistics, and resolves order discrepancies efficiently.  This position is responsible for supporting and demonstrating the Core Values of Integrity, Safety, Respect, Customer Focus, Quality, Innovation and Financial Success. Performs other related duties as assigned.

SUPERVISION RECEIVED: General 

ESSENTIAL DUTIES AND RESPONSIBILITIES: include the following. Other duties may be assigned. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Sales Partner Management (Home Depot / Lowe's / Distributors / Contractors): Manage the end-to-end order process for large, high-volume customers, utilizing EDI (Electronic Data Interchange) systems, vendor portals, and direct communication to ensure seamless order processing and compliance with customer requirements.

• Oversee the entry, tracking, and fulfillment of high-volume orders. Coordinate with plant managers and logistics teams to prioritize production and manage shipping schedules to meet rigid, scheduled delivery dates.
• Proactively monitor inventory levels and work with sales/production teams to avoid stockouts at customer locations and job sites. Communicate potential delays or shortages immediately to customers, peers, and Basalite Senior Management.
• Reviews and manages delivery notes to reflect loading changes and inventory shortages.
• Develops a working knowledge of all products and established procedures.
• Manages, researches, and resolves inquiries or complaints on products, orders, invoicing, and pricing.
• Work with Sales Teams to coordinate customer requests and to provide superior customer service.
• Maintains customer complaints and regularly logs information into Salesforce.
• Responsible for accurate set up and processing of customer rebates and royalties – monthly/quarterly/annually.
• Assists with preparing pricing books and managing location pricing structure with sales teams.
• Prepares and enters yearly and off-cycle pricing increases into SAP.
• Maintain positive, long-term relationships with buyers and branch managers. 
• Assists in managing all processes including sales orders and change-orders received from customers, inside sales coordinator, and sales representatives
• Assists in setting-up sales orders, terms, payers, and pre-lien data in SAP for initial order.

Team Leadership & Development: Hire, train, and mentor a team of customer service representatives (CSRs) to handle high-volume inquiries, order entry, and customer complaints.

• Sets expectations, coaches, trains, instructs, disciplines, holds accountable, and offers guidance to all direct reports.
• Manages the Dixon and Tracy location’s Customer Service, Dispatch, Contractor Dispatch and Inside Sales Personnel.
• Analyze, record, and assess customer service metrics (e.g., OTIF rates, order accuracy). Prepare weekly and monthly reports on performance to identify areas for improvement.
• Conducts performance reviews for direct reports and advises on year-end performance reviews for all personnel via SuccessFactors (HRIS).
• Makes critical hiring and firing decisions.
• Works with HR for recruiting, selection, and onboarding of personnel.
• Monitors and approves employee actions in EC (HRIS) in a timely manner.
• Responsible for reviewing time data audit reports of recorded time and errors and track attendance via payroll system (UKG Kronos).
• Completes monthly audit package for customer service.
• Participates in physical semi-annual inventory counts. Two weekends required a year.
• Abides by all safety rules set forth by company and governmental regulatory agencies; ensures that hazardous conditions are reported and corrected.
• Predictable and Regular attendance is required.

QUALIFICATIONS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required.

• Leadership: Strong leadership skills to motivate a team in a fast-paced, high stress environment.
• Education and Experience: Associate degree (A. A.) or equivalent from two-year college or technical school with emphasis in Manufacturing preferred; or five (5) year customer service experience and/or training experience in the concrete block and/or sack industry; or equivalent combination of education and experience.

1. Communication Ability: Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or government regulations.  Ability to write reports, business correspondence, and procedure manuals.  Ability to effectively present information and respond to questions from groups of managers, customers, co-workers and vendors. Strong appreciation and focus on attention to detail is required.

• Math Ability: Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.  Ability to apply concepts of basic algebra and geometry.
• Reasoning Ability: Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.  Ability to interpret a variety of instructions furnished in written, verbal, diagram, or schedule form.
• Computer Skills:  Must be able to operate a personal computer plus related software and other various standard office machines and equipment necessary to complete duties.  Working knowledge of SAP S/4 software preferred. Experienced in ERP systems (SAP, Oracle, or similar) and MS Office (specifically Excel for data analysis).
• Valid CA Driver’s License (Class C) required.
• Predictable and Regular attendance is required.

PHYSICAL DEMANDS The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

• Frequently required to use hands to finger, handle or feel; Reach with hands and arms; Talk and listen; Stand, walk, and sit.
• Occasionally required to bend at the waist; Lift and/or move up to 35 pounds.
• Up to 10% travel time required.

WORK ENVIRONMENT The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

• Office environment with moderate noise.
• Plant environment with loud noise, moving machinery, dusty, dirty.
• Outdoor weather conditions.
• Extreme temperatures.
• Wear mandatory and/or other appropriate personal protective equipment (PPE)

SALARY RANGE: $90,000-$105,000/ Annually DOE and Qualifications

This is a regular, full-time position with competitive compensation and full benefits including medical/dental insurance, disability benefits, life insurance, 401(k), profit sharing retirement plan, and wellness programs. We are an equal opportunity employer and promote a drug free workplace