Company Overview

Fabral is a leading supplier of metal roofing and wall systems for residential, architectural, industrial, commercial, and agricultural applications. Known for its design flexibility and engineering expertise, Fabral provides innovative solutions for complex building challenges. The company is recognized for its outstanding customer service and commitment to quality. Fabral's products are designed to meet the needs of diverse industries while ensuring reliability and durability.

Key Responsibilities

● Customer Service Leadership

● Lead, coach, and develop a team of Customer Service Representatives.

● Establish performance expectations and promote a culture focused on responsiveness, accuracy, accountability, and customer advocacy.

● Conduct performance reviews and support employee development.

● Help guide the Customer Service team through operational changes as the organization adopts more standardized and automated customer workflows.

● Oversee customer accounts from order entry through delivery.

● Ensure accurate order processing and proactive communication regarding order status, scheduling, and delivery expectations.

● Resolve complex order issues including substitutions, scheduling conflicts, and delivery concerns.

● Serve as the escalation point for customer concerns.

● Support Customer Service Representatives in balancing transactional order management with relationship-based account support.

● Partner with Sales, Operations, Production, and Logistics teams to ensure customer commitments are met.

● Participate in production or scheduling meetings as needed to address order priorities and operational constraints.

● Communicate customer needs and service concerns across internal teams.

● Help align customer commitments with plant capabilities and operational priorities.

● Ensure timely and professional communication with customers.

● Promote proactive updates related to order status, delays, or scheduling changes.

● Support consistent communication standards across the Customer Service team.

● Help transition the Customer Service function toward a more proactive, relationship-oriented support model.

● Ensure effective use of HubSpot and ERP systems to manage customer accounts, track communication, and support order workflows.

● Maintain accurate documentation within CRM systems.

● Identify and implement process improvements that enhance operational efficiency and customer experience.

● Support the transition from legacy order intake processes toward more standardized and structured ordering methods while maintaining service continuity for customers.

● Help the Customer Service team adapt to new systems, tools, and workflows as they are introduced.

● Monitor service metrics including order accuracy, response times, and issue resolution.

● Identify trends impacting service performance and recommend improvements.

● Support leadership with insights to improve operational performance and customer outcomes.

● Help track and improve key operational metrics tied to order processing accuracy, responsiveness, and customer satisfaction.

Qualifications

● Education & Experience

● Bachelor’s degree in Business, Operations, Supply Chain, or related field preferred.

● 2+ years of customer-facing experience in manufacturing, building materials, or distribution.

● 2+ years of leadership or supervisory experience.

● Experience working in environments closely aligned with production, logistics, or supply chain operations is preferred.

● Experience supporting operational change, process improvement, or system implementation initiatives is a plus.

Skills & Competencies

● Strong leadership and team development skills.

● Excellent communication, problem-solving, and conflict management abilities.

● Strong organizational skills and attention to detail.

● Ability to manage multiple priorities in a fast-paced operational environment.

● Comfort operating in both structured and evolving processes during periods of operational change.

● Experience with HubSpot, Oracle, or other ERP systems preferred.

● Proficiency in Microsoft Office (Word, Excel, Outlook).

Fabral

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