What makes Brin unique? Brin Glass Company has experts at every stage of the glass lifecycle, including design, fabrication, distribution, installation, and service. With 5 divisions across the state of Minnesota, Brin provides unique opportunities for collaboration and career development. As a privately held ESOP company, Brin offers incredible benefits, and a unique employee-owned culture focused on living our core values every day: We Show Up. We Bring It. We Do It Right. Brin invites you to consider investing your strengths here.

What We Offer:

• Health, Dental, Life and Vision Insurance
• Flex Benefits – including Medical Expense and Dependent Care
• 401(k) with company match
• Employee Stock Ownership Program – an incredible wealth building opportunity!
• Paid Holidays and Paid Time Off
• Educational Assistance
• Career development and advancement opportunities

 JOB SUMMARY:

The Inside Sales & Client Support Manager (Manager) provides leadership to the Client Support Team and the Inside Sales Team. The Manager reports to the General Manager. Direct reports for the Manager consist of the Client Support Team Lead, Inside Sales Team Lead. The Manager must work closely with the Sales Manager, Estimating Manager and Production Manager to ensure all areas are synchronized. The Manager is responsible for developing the teams, defining and driving the strategy and measuring results. The Manager must ensure the teams exceed the client’s expectations. The Manager must foster an environment of continuous improvement focused on addressing the root cause of issues.

 RESPONSIBILITIES:

• Promote and Champion Right Person, Right Seat with employee engagement through coaching the team members for empowerment, growth and development
• Employ sound talent and performance management practices to lead, develop and train the teams
• Development of reports to ensure maximum performance by providing purpose, direction, and motivation
• Ensure a positive employee relations environment is maintained through effective communication, motivation and engagement
• Balance the workload between the teams with cross-functional training
• Cultivate a culture of teamwork and client focus within the teams
• Develop and implement processes and procedures to improve and sustain effective and efficient operation of the Client Support and Inside Sales Teams
• Define key performance indicators that measure best in class service criteria and establish action plans when targets are not met
• Ownership of issues resolution and escalation management while exhibiting resiliency to accept challenges and strive for creative solutions
• Ensure there is a focus on building relationships with the clients
• Ensure client complaints are captured, investigated and addressed in an efficient, professional and effective manner
• Identify upselling, cross-sell, and renewal opportunities and communicate with the sales and estimating teams regularly
• Ensure resources and tools are available to drive results
• Partner with other members of the management team to align client service with company objectives
• Maintain effective lines of communication with the sales, estimating, and the operations team
• Take customer service calls and/or provide estimates as required
• Perform other duties as assigned

EDUCATION:

Bachelor’s degree in business management, Communications, Marketing or related field preferred

EXPERIENCE:

Required:

• 5+ years of client service management experience in a fast-paced call center
• Extensive experience and heavy use in an ERP system
• Strong organizational skills
• Must be a team player with excellent written and verbal communication skills
• Possess empathy, diplomacy and de-escalation skills
• Advanced computer skills with proficiency in MS Office suite products- Excel, Access, Power Point and Word
• Experience hiring, conducting performance reviews and terminations
• Experience implementing individual and team level growth and development plans
• Ability to handle fluid situations with ease
• Pay ranges between $70,000 – $85,000 based on experience

Preferred:

• Experience in the glass industry
• Experience developing and implementing customer service improvement projects
• Experience participating in strategic planning
• Experience implementing change management initiatives
• Experience with A+W, Talk Desk, and HubSpot

About Brin: Brin Glass Company has been a leader in glass fabrication, installation, and service since 1912. As an Employee-Owned (ESOP) and Union Strong company, we invest in our people, offering career growth, training, and development to empower the next generation of glaziers and fabricators. Nationally recognized as a Top 50 Contract Glazier and Top 50 Glass Fabricator, Brin combines the Midwest’s most diverse glass capabilities to deliver high-quality, lasting solutions. Our family of companies—Brin Glass, Northwestern Glass Fab, Heartland Glass, and St. Germain’s Glasswork together to provide comprehensive architectural glass and aluminum solutions. At Brin, we don’t just build glass—we build people and careers. Join us and be part of a team that values craftsmanship, innovation, and a legacy of excellence.