Job ID: 482915

Non-Exempt

Oldcastle Infrastructure™, a CRH company, is the leading provider of utility infrastructure solutions for the water, energy, and communications markets throughout North America. We’re more than just a manufacturer of precast concrete, polymer concrete, or plastic products. We’re a trusted and strategic partner to engineers, contractors, distributors, specifiers, and more. With our network of more than 80 manufacturing facilities and more than 4,000 employees, we’re leading the industry with innovation and a safety-first mindset.

Job Description

The customer service Director provides oversight of OIE’s customer service operations, objectives, and initiatives for the project business. The CSDP assists the Director of Customer Operations in the development and execution of OIE service level standards focused on response time, issue resolution, productivity, policies, and procedures that produce high quality customer service delivery. The CSDP ensures the alignment of customer service activities and initiatives to provide “best in class” service experiences for our customers and enhance OIE’s overall business objectives.

The Customer Service Director – Projects, will report to the Director of Customer Operations.

Position Functions and Tasks

The Director, Contracts & Project Management will have responsibility for managing the OIE’s customer service functions and operations for key contracts and accounts in US/CAN markets including C&I, Water, Irrigation, Communications, Electric Utility, and Energy.

Duties include

• 
  Implement and maintain OIE’s Customer Service operations in support business objectives and overall strategic direction

• Hire, coach, and develop personnel to ensure high level of performance and retention

• Team with supply chain, operations, shared services, and all other functions as necessary to improve customer service and business productivity

• Lead key account contract management to ensure service performance for customers such as AT&T, Verizon, Google, Lumen, etc.

• Visit customers to capture perception on customer experience and improve relationships

• Develop internal quality KPIs and link to customer perception to measure overall customer satisfaction

• Monitor business and process metrics to measure and manage customer service effectiveness

• Collaborate with sales and marketing team to maximize revenue, margin, and customer loyalty

• Maintain in-depth working knowledge of the company’s brands, systems and processes

• Identify and implement new tools and technologies to better serve the customer

Characteristics of the Successful Candidate Include

• 
  Demonstrated ability to think both tactically and strategically ensuring daily operational focus to overall department strategies

• Agent of change for continuous growth and improvement

• Strong relationship skills: fits well with functional management teams, is comfortable with rigorous give and take, communicative and collaborative style

• Team player; effective in a matrix environment, ability to coordinate and collaborate across a broad organization to drive actions and results

• Experience in B2B industries with both direct served and distributor served go to market structure

• High initiative and drive; a self-starter who operates with speed, simplicity, and passion to succeed

Requirements

• 
  Bachelor’s degree in related field

• 5+ years professional experience including experience with a manufacturer in a B2B distributor served go-to-market model

• Working knowledge of Oldcastle Infrastructure’s construction end market segments including Water, Irrigation, Electric C&I, Communications, and Energy

• Strong working knowledge of ERP systems and processes

• Excellent interpersonal, writing, presentation, and communications skills

• Demonstrated experience working in a team environment and managing multiple projects

• Travel is expected to be ~20%

What CRH Offers You

• 
  Highly competitive base pay
• Comprehensive medical, dental and disability benefits programs
• Group retirement savings program
• Health and wellness programs
• A diverse and inclusive culture that values opportunity for growth, development, and internal promotion

About CRH

CRH has a long and proud heritage. We are a collection of hundreds of family businesses, regional companies and large enterprises that together form the CRH family. CRH operates in a decentralized, diversified structure that allows you to work in a small company environment while having the career opportunities of large international organization.

If you’re up for a rewarding challenge, we invite you to take the first step and apply today! Once you click apply now, you will be brought to our official employment application. Please complete your online profile and it will be sent to the hiring manager. Our system allows you to view and track your status 24 hours a day. Thank you for your interest!

Oldcastle Enclosure Solutions (OES), a CRH Company, is an Affirmative Action and Equal Opportunity Employer.

EOE/Vet/Disability-If you want to know more, please click on this link.