Customer Service Manager, Hanover

HGM Glass is a family-owned residential and small commercial custom glass company serving customers with high-quality glass, mirror, shower doors, and glazing solutions. We are seeking a highly organized, customer-focused professional to serve as the central point of communication for incoming customer inquiries, office coordination, and operational support. This position plays a critical role in creating a positive customer experience while helping coordinate communication between customers, sales staff, production, and installation teams. The ideal candidate is detail-oriented, personable, proactive, and comfortable managing multiple responsibilities in a fast-paced environment. Responsibilities:

Customer&Lead Management

• Serve as the primary point of contact for all inbound leads via phone, email, and walk-in inquiries • Answer customer questions professionally and gather project details to facilitate quoting • Enter lead and customer information accurately into our CRM system • Create and assign follow-uptasks to the appropriate salesperson for quoting and follow-through

Order Processing&Billing

• Enter approved orders into the system and generate customer invoices • Collect payments and accurately record transactions in QuickBooks • Send final invoices and billing statements upon job completion • Maintain organized and up-to-date customer billing records

Operations&Installation Support

• Accept and log incoming product deliveries, verifying accuracy against purchase orders • Organize and prepare job paperwork, work orders, and documentation for the installation team • Coordinate with the installation team to ensure they have complete and accurate project information before each job • Maintain an organized office environment and filing system for active and completed projects Qualifications:

Required

• Prior experience in customer service, preferably in the construction industry or a related trade environment • Hands-on experience with QuickBooks Online for invoicing, payments, and basic bookkeeping • Strong phone etiquette and customer-facing communication skills • Proficiency with CRMsoftware and general office tools (email, Microsoft Office, etc.) • Highly organized with strong attention to detail and the ability to manage multiple priorities • Reliable, punctual, and a team-oriented attitude

Preferred

• Experience in a glass, window, door, or specialty construction company • Experience coordinating between sales teams and field crews Compensation: $18 - $22 hourly

• Customer&Lead Management• Serve as the primary point of contact for all inbound leads via phone, email, and walk-in inquiries • Answer customer questions professionally and gather project details to facilitate quoting • Enter lead and customer information accurately into our CRM system • Create and assign follow-uptasks to the appropriate salesperson for quoting and follow-throughOrder Processing&Billing• Enter approved orders into the system and generate customer invoices • Collect payments and accurately record transactions in QuickBooks • Send final invoices and billing statements upon job completion • Maintain organized and up-to-date customer billing recordsOperations&Installation Support• Accept and log incoming product deliveries, verifying accuracy against purchase orders • Organize and prepare job paperwork, work orders, and documentation for the installation team • Coordinate with the installation team to ensure they have complete and accurate project information before each job • Maintain an organized office environment and filing system for active and completed projects