Customer Service Manager (Finance)
About Us:
Gibraltar's Home Improvement Group (HIG) facility of 120,000 square feet is located in Jacksonville, Florida where we manufacture two best-in-class brands; Sunesta Awnings & Outdoor Comfort and Gutter Helmet gutter protection. On average, we've grown double digits annually for the past ten years and have aggressive future growth plans.
Gibraltar (ROCK on Nasdaq) is a leading manufacturer and supplier of products and services for the North American Agtech, Renewable Energy, Residential, and Infrastructure markets. By building solutions that make life better for people and the planet, Gibraltar advances the art and science of engineering, science and technology to shape the future of comfortable living, sustainable power, and productive growing. Guided by an inclusive, values-driven culture that celebrates and rewards different perspectives, we work together to create lasting positive impact on everyone our business touches. To learn more about what makes us #GibraltarProud, visit our website: www.gibraltar1.com
Who We're Looking For:
The Customer Service Manager is responsible for leading a high-performing customer service team and delivering world-class service to over 300 dealers representing Sunesta and Gutter Helmet. This role is instrumental in transforming the department from a traditional manufacturing support model to a proactive, strategic customer experience engine that consistently exceeds expectations. The ideal candidate will be passionate about rapid response to customers, skilled in change management and process improvement, and collaborative across functions including but not limited to operations, sales, supply chain, accounting, and marketing. This leader will ensure every customer interaction reflects professionalism, urgency, and the highest standards of service.
What you'll do:
- Lead and manage the customer service department in alignment with the company goals and objectives.
- Deliver timely responses to service requests, quotes, order processing, and customer inquiries.
- Build and implement scalable processes that reduce response time, eliminate waste, and drive efficiency across the department.
- Guide team through change management-evolving from a reactive support model to a proactive, value-driven customer experience.
- Oversee customer complaint investigations and ensure resolutions exceed expectations in a timely manner.
- Provide real-time coaching and training to the team on professionalism, best practices, and product knowledge.
- Develop and implement customer service policies and performance metrics.
- Track key performance indicators (KPIs) and report service outcomes to leadership while maintaining a continuous improvement mindset.
- Identify and implement modern technology solutions (e.g., ERP, CRM, customer portals).
- Promote a paper-to-paperless transformation and digital documentation (e.g., editable order forms, install guides).
- Champion cross-functional collaboration with internal departments to enhance customer satisfaction.
- Map and analyze the customer journey to create strategic interventions and improve customer satisfaction.
- Serve as an escalation point for complex or sensitive client issues.
- Other duties as assigned.
What We need:
Education/experience:
- Experience: At least 5 years of leadership in a Customer Service function or related
- Education: Bachelor's Degree in Business or Related.
What we offer:
Health & Welfare
- Medical, dental, and vision insurance plans for employees and dependents
- Health care & dependent flexible spending plans
- Free life and AD&D coverage with supplemental coverage options
- Employee assistance programs focused on mental health
- Adoption & Infertility Financial Assistance
Financial Wellbeing
- Competitive compensation with bonus opportunities
- Generous 401(k) plan with a company match
Flexibility & Time off
- Paid time off including vacation, bereavement, jury duty, sick leave, disability, and holidays
Community & Personal Development
- Donation matching and paid volunteer time
- Educational reimbursement
Gibraltar is an Equal Employment Opportunity Employer and gives all applicants for
employment equal consideration regardless of race, color, sex, religion, national origin, arrest
record, ancestry, age, physical or mental disability, sexual orientation, transgender status,
genetic information, marital status, citizenship status, veteran status, pregnancy, or any other
status protected by federal, state or local law. Upon request and consistent with applicable
laws, Gibraltar will provide reasonable accommodations to individuals with disabilities who
need an accommodation to fully participate in the application process.
This position is not eligible for visa sponsorship. Candidates must be authorized to work in the United States without the need for sponsorship, now or in the future.
