At a Glance
- Tasks: Manage high-value accounts and provide top-notch support to ensure customer satisfaction.
- Company: Join OBE, a leader in architectural glass and building products with a collaborative culture.
- Benefits: Competitive pay, work-life balance, and opportunities for training and growth.
- Other info: Dynamic role with potential for travel and excellent career advancement opportunities.
- Why this job: Make a real impact by shaping projects that enhance how people live and work.
- Qualifications: 5+ years in customer service or project management; strong communication skills required.
The predicted salary is between 93000 - 140000 £ per year.
Come Join Us! From apartments in New York to hospitals and stadiums in Dallas, libraries at prestigious universities to creating modern retail experiences, our teams contribute architectural glass and building products to projects that shape the way people live, work, heal, learn, and play. At OBE, the work of our employees truly matters. With over 6,500 employees, we operate more than 80 manufacturing and distribution facilities in five countries.
Who We Are
At OBE, together, we build excellence every day… we are driven by our passion to lead our industry and build a sustainable future, we focus on exceeding customer expectations and delivering innovative solutions. We succeed through the dedication of our empowered teams and partners who fuel our ambition to achieve excellence in the markets where we have a right to win. We believe safety, integrity, performance culture, teamwork, customer centricity, and agility are at the core of who we are and how we operate each day to achieve success. We pride ourselves on fostering a collaborative and results-driven environment.
Role Overview
The Strategic Customer Success Representative (SCSR) serves as the ultimate, single point of contact and premier concierge service for our highest-value, top-tier strategic dealers. Managing a portfolio of multiple accounts totaling approximately $30 million in annual revenue, this high-touch role is designed to eliminate friction, anticipate project bottlenecks, and proactively manage the end-to-end delivery of complex orders. Providing extensive post-land support across both our Glass and Architectural Aluminum business units, alongside CRL Hardware, the SCSM ensures our top clients view OBE as their indispensable, one-stop shop. This position engages with customers actively and consistently throughout order processing and delivery to drive satisfaction, working hand-in-hand with the sales and commercial organizations to grow the business.
Position Location: 100% On-Site / Office-Based. This is not a remote role. On-site presence is required to facilitate immediate, face-to-face collaboration with production, engineering, and scheduling teams.
Key Responsibilities
- Proactive Order Ownership & Concierge Support
- Post-Land Account Orchestration: Provide extensive, white-glove post-land support for Strategic Accounts across both AG (glass) and AGS (architectural aluminum) business units.
- Predictive Logistics & Delivery: Engage with customers actively and consistently throughout order processing and delivery. Proactively track, map out, and communicate delivery schedules for glass, metal, and CRL hardware so orders arrive exactly when needed.
- Single Point of Contact: Act as the definitive "one person" each strategic customer reaches out to, building deep relationships and ensuring they have the concierge service needed to be successful.
- Issue Resolution & Technical Support: Drive adoption in assigned accounts and provide basic technical support to ensure customer satisfaction. Resolve customer issues directly, tracking all interactions and issues within the CRM.
- Cross-Functional Collaboration & Escalation
- Internal Resource Mobilization: Act as the hub for client execution by engaging Customer Service Representatives, Estimating, Project Management, Engineering, and Operations when appropriate.
- Strategic Escalation: Serve as the first line of defense for customer friction (issue resolution), effectively escalating issues to appropriate internal stakeholders when specialized operational intervention is required.
- Commercial Alignment & Revenue Growth
- One-Stop-Shop Expansion: Identify immediate opportunities to expand existing orders with add-on buys (e.g., pulling CRL hardware onto an active glass and aluminum package).
- Sales Hand-off & Pipeline Security: Partner closely with Strategic Sales representatives to escalate potential up-sell/cross-sell opportunities identified through customer interactions. Facilitate a seamless, professional hand-off to Sales during the account expansion and contract renewal phases.
Key Competencies
- Building Trusting Relationships: Fostering deep, resilient partnerships with top-tier dealer principals, customer executives, and internal cross-functional teams.
- Driving Successful Customer Engagements: Moving from a reactive "order tracking" mindset to a proactive "relationship shaping" model that keeps clients aligned and informed.
- Initiating Action & Driving for Results: A self-starter attitude focused on ensuring we deliver flawlessly on existing commitments while continuously pushing to improve customer relations.
- Sustaining Customer Satisfaction: Maintaining high-touch communication, managing expectations transparently, and resolving complex, multi-unit issues under tight timelines.
Professional Experience & Qualifications
- Education: Bachelor's Degree or equivalent work experience preferred.
- Experience: 5+ years of experience in high-touch customer service, project management, and/or sales.
- Industry Knowledge: Dedicated experience in the glass & glazing industry, commercial construction, or building products sector is preferred.
- Organizational Capabilities: Proven experience working with large, complex organizations and managing a portfolio of multiple accounts simultaneously.
- Communication Skills: Strong written and verbal communication skills tailored for interaction across all levels of an organization (from plant floors to executive boardrooms).
- Technical & Analytical Skills: Solid problem-solving and analytical skills with a strong attention to detail. Advanced skills in Microsoft Office Software (Word, Excel, Outlook) and direct experience working with CRM systems.
Travel & Logistics
- Travel: 10% travel required for face-to-face dealer summits, major project site visits, or regional commercial alignments.
- Work Environment: Fully localized role operating from an assigned OBE facility to maximize cross-functional teamwork.
Position Pay Range: $93,000 - $140,000 USD
What OBE Offers You
- Benefits that benefit you – industry competitive benefits at the lowest cost to the employee
- Work-life balance – PTO and holidays, including floating holidays you can choose
- Compensation that rewards your hard work – A pay-for-performance culture with potential for annual raises and bonuses
- Training – We will equip you with the knowledge and skills you need to succeed
OBE Privacy Policy: OBE will not discharge or discriminate against employees or applicants for discussing, disclosing, or inquiring about their own or others' pay.
Strategic Customer Success Representative (Mid-Atlantic) in Kent employer: Oldcastle BuildingEnvelope
At OBE, we pride ourselves on being an exceptional employer, offering a supportive work culture that prioritises safety and employee well-being. With competitive benefits, opportunities for professional growth, and a commitment to continuous improvement, our Machine Operators play a vital role in shaping innovative architectural projects across the globe. Join us in a dynamic environment where your contributions truly matter and help us build a brighter future.
Contact Details:
Oldcastle BuildingEnvelope Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Strategic Customer Success Representative (Mid-Atlantic) in Kent
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Oldcastle BuildingEnvelope. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Oldcastle BuildingEnvelope before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Strategic Customer Success Representative (Mid-Atlantic) in Kent
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Oldcastle BuildingEnvelope:Your cover letter is your chance to shine! Tell us why you want to work at Oldcastle BuildingEnvelope specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Oldcastle BuildingEnvelope!
How to prepare for a job interview at Oldcastle BuildingEnvelope
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
