Overview
Position Summary
The Customer Relations & Communications Manager serves as the primary liaison between customers and internal teams, ensuring exceptional customer service while supporting sales growth, marketing initiatives, and operational excellence. This role improves communication, streamlines processes, strengthens brand, and enhances collaboration across Sales, Operations, Manufacturing, Logistics, and Customer Service.
Position Objectives
- Improve customer communication, responsiveness, and satisfaction.
- Improve order accuracy while reducing service issues.
- Strengthen Design Mode Cabinetry's brand awareness and market presence.
- Generate qualified leads that support sales growth.
- Improve collaboration across departments.
- Reduce administrative workloads by coordinating communication, reporting, and cross-functional projects.
Key Responsibilities
Customer Relations
- Serve as a primary contact for dealers, builders, distributors, and customers.
- Provide product, ordering, warranty, and technical support.
- Resolve customer concerns and manage service issues through completion.
- Maintain accurate customer communication and service records.
Order & Project Coordination
- Monitor order status and communicate updates on production, shipping, and lead times.
- Coordinate with Manufacturing, Logistics, Sales, and Customer Service to ensure timely, accurate deliveries.
- Support Ordering Portal updates and Microsoft Business Central (BC) coordination.
Issue Resolution
- Manage claims involving damage, shortages, warranty, and ordering discrepancies.
- Coordinate replacements, credits, and corrective actions.
- Identify trends and recommend process improvements.
Marketing & Sales Support
- Develop marketing materials, product literature, presentations, email campaigns, and sales tools.
- Maintain website content and support SEO and digital marketing initiatives.
- Assist with lead generation, CRM management, targeted outreach, and sales campaigns.
- Support brand development through consistent messaging across all marketing channels.
Reporting & Continuous Improvement
- Prepare sales, service, and marketing reports for leadership.
- Track customer satisfaction, lead generation, marketing performance, and service metrics.
- Recommend improvements to customer experience, internal processes, and marketing effectiveness.
Skills and Experience
- Bachelor's degree in Business, Marketing, Communications, or related field, or equivalent experience.
- 3–5+ years of experience in customer service, marketing, sales support, or project coordination.
- Excellent communication, organizational, and problem-solving skills.
- Proficiency with Microsoft Office, CRM systems, Smartsheet, and Microsoft Business Central (preferred).
- Experience in cabinetry, construction products, manufacturing, or building materials is preferred.
Benefits
Don't miss this chance to enhance your experience in a production environment while enjoying competitive pay and a comprehensive benefits package.
- Weekly pay
- $5 prescription drugs
- $5 doctor's visit copays
- Free teledoctor service
- Free counseling services
- Life insurance included
- Vision insurance included
- Dental insurance included
- Vacation and holiday pay
- Scholarship Opportunities
- 401(k) retirement plan
- Free legal services
- Our unbeatable employee discount program
Apply now so we can hold a spot for you. We can’t wait to talk to you!
––Your Ōnin team
