Job Description
Job Description
Cutting Edge Stoneworks is a leading stone fabrication and installation company serving homeowners, designers, and contractors across the Lake Norman and greater Charlotte area. Built on a commitment to precision craftsmanship and dependable service, our team delivers beautiful quartz, granite, and natural stone countertops and installations that stand the test of time.
About The Role
We are hiring a hands-on Customer Service Manager to lead our showroom and office customer experience in Mooresville, NC. In this role you will manage customer communications, scheduling, and post-sale support while partnering closely with the production and installation teams to ensure smooth templating, fabrication, and on-site completion. You’ll be the escalation point for complex issues and a coach for a small team focused on delivering exceptional client experiences in the countertop and stone installation space.
Key Responsibilities
- Lead, mentor, and schedule the customer service and showroom team to maintain consistent, professional client interactions.
- Manage incoming calls, emails, and showroom appointments; maintain accurate customer records in the CRM and ensure timely follow-up.
- Coordinate templating, fabrication, and installation schedules with production and field crews to minimize delays and maximize efficiency.
- Serve as primary escalation contact for service issues, warranty requests, and installation concerns, resolving disputes with calm, practical solutions.
- Establish and monitor service level KPIs—customer satisfaction ratings, response times, scheduling accuracy, and first-call resolution rates.
- Implement process improvements and standard operating procedures to streamline handoffs between sales, production, and field teams.
- Prepare regular reports for leadership on service performance, recurring issues, and opportunities to improve retention and referrals.
Qualifications
- 3+ years of customer service or operations management experience, ideally in home improvement, stone fabrication, countertops, or construction-related industries.
- Proven ability to lead small teams, coach staff, and enforce customer service standards in a fast-paced showroom and field-service environment.
- Strong organizational and scheduling skills with familiarity using CRMs and scheduling software; comfortable learning industry-specific systems.
- Excellent verbal and written communication skills; confident handling escalations and negotiating satisfactory outcomes.
- Practical problem-solver who can balance customer care with production realities and vendor coordination.
- High school diploma required; associate degree or certifications in management, customer experience, or construction trades a plus.
What Success Looks Like
- Consistently high customer satisfaction scores and positive showroom reviews for countertop and stone installations.
- Reduced scheduling conflicts and faster turnaround from template to installation.
- Clear, documented processes that reduce rework and warranty claims while improving communication between sales, production, and field teams.
- Engaged, well-trained customer service staff who represent the brand professionally in Mooresville and the greater Charlotte market.
Why Join Us
At Cutting Edge Stoneworks you’ll join a collaborative, hands-on team that values quality, accountability, and a customer-first approach. This role offers the chance to shape the customer experience for a growing local business working with premium stone products and residential and light commercial projects across Mooresville and the Lake Norman region. If you enjoy leading people, improving processes, and delivering tangible results, you’ll thrive here.