Customer Service Team Lead (Maternity Leave Coverage)

- Full-time
- Shift: 1st Shift

Cornerstone Building Brands is a leading manufacturer of exterior building products for residential and low‑rise non‑residential buildings in North America. Headquartered in Cary, N.C., we serve residential and commercial customers across the recent construction and Repair & Remodel (R&R;) markets. Our market‑leading portfolio of products spans vinyl windows, vinyl siding, stone veneer, metal roofing, metal wall systems and metal accessories. Cornerstone Building Brands’ broad, multi‑channel distribution platform and expansive national footprint includes more than 18,800 team members at manufacturing, distribution and office locations throughout North America. Corporate stewardship and Environmental, Social and Governance (ESG) responsibility are embedded in our culture. We are committed to contributing positively to the communities where we live, work and play. For more information, visit us at http://cornerstonebuildingbrands.com .

North Star Windows & Doors is a growing company in the building products industry backed by Cornerstone Building Brands, providing us with stability and strength in the North American market. Cornerstone Building Brands is the largest manufacturer of vinyl windows in North America with brands you’ve come to know and trust. We have endless building product options from standard to specialty to customized to whatever you’re looking for. But it’s our service capabilities that sets us apart.

Position Overview

The Service Team Lead provides day‑to‑day leadership and operational support to the Service/Warranty team,



while working under the direction of the Service Manager. The role is responsible for coordinating workflow, supporting team members, managing escalations, and ensuring service standards and processes are consistently followed.

Key Responsibilities

- Oversee day‑to‑day workflow of the Service/Warranty team to ensure timely responses and issue resolutions.
- Provide coaching, mentoring and guidance to team members to support professional growth and skill development.
- Act as an initial primary point of escalation for complex service/warranty issues.
- Customer Experience
- Oversee all incoming service and warranty requests to ensure accurate documentation and prompt response.
- Work with dealers, contractors, and homeowners to resolve issues related to product installation, performance, or product defects.
- Provide technical guidance and solutions for escalated service cases.

- Operational Excellence and Continuous Improvement

- Monitor service request volume, assign tasks and ensure proper coverage during peak periods
- Track key service metrics (response time, resolution rate, customer satisfaction) and implement improvements as needed.
- Collaborate with production, shipping and quality control, to resolve recurring issues and identify root causes.

- Technical Expertise





- Maintain strong knowledge of window and door products, installation best practices, and industry standards.
- Ensure service staff are trained in new products, tools, and processes.

Education & Experience

- 3–5+ years of experience in customer service, warranty, service operations, or a related role, preferably within the window and door, building products, manufacturing, or construction industry.
- 1–2+ years of experience providing team leadership, coaching, mentoring, or informal leadership.
- Proven experience managing customer concerns, warranty claims, escalations, and complex service issues.
- Experience working with dealers, contractors, installers, and/or homeowners is considered an asset.
- Experience working in a manufacturing or technical environment is an asset.

Technical Knowledge

- Knowledge of window and door products, components, and common product/service issues is an asset.
- Strong problem‑solving and troubleshooting skills, with the ability to investigate issues and determine appropriate next steps.

Leadership & Customer Experience

- Demonstrated ability to lead, coach, and hold team members accountable in a respectful and constructive manner.
- Strong communication and interpersonal skills, with the ability to work effectively with both internal teams and external customers.
- Proven ability to manage difficult customer conversations and service escalations professionally.
- Ability to make sound decisions and prioritize competing demands in a fast‑paced environment.
- Strong organizational skills and attention to detail, with the ability to manage multiple service cas

📌 Customer Service Team Lead (St. Thomas)
🏢 Cornerstone Building Brands
📍 St. Thomas