Customer Service Manager

Job Description

Job Description

Description:

JB Cutting is seeking a proactive, customer-focused Customer Service Manager to lead our Customer Service team while ensuring an exceptional experience for our customers from order entry through delivery. This position is responsible for overseeing day-to-day customer service operations, managing and developing the Customer Service team, resolving customer concerns, improving processes, and collaborating with internal departments to ensure orders are completed accurately and on time.

The ideal candidate is an organized leader who thrives in a fast-paced manufacturing environment, communicates effectively with both customers and internal teams, and is passionate about building strong customer relationships.

Requirements:

Essential Duties & Responsibilities

• Lead, coach, and develop the Customer Service team to provide outstanding customer support.
• Monitor team performance, establish goals, and conduct performance evaluations.
• Ensure customer inquiries, concerns, and requests are handled professionally and in a timely manner.
• Oversee order entry, order acknowledgments, revisions, and order accuracy.
• Serve as the primary escalation point for customer issues and work cross-functionally to drive timely resolution.
• Partner with Sales, Production, Purchasing, Scheduling, Shipping, and Quality to ensure customer expectations are met.
• Monitor order status and proactively communicate delays, shortages, or changes to customers.
• Develop and maintain strong relationships with key customer accounts.
• Review customer service metrics and identify opportunities for continuous improvement.
• Create and implement standardized processes to improve efficiency and customer satisfaction.
• Assist in developing departmental procedures, training materials, and best practices.
• Maintain accurate customer records and documentation within company systems.
• Coordinate with Purchasing and vendors regarding customer-specific material requirements when necessary.
• Participate in customer meetings and support strategic account initiatives.
• Ensure the department maintains a high level of professionalism, responsiveness, and accountability.
• Perform other duties as assigned.

Qualifications

• Associate's or Bachelor's degree in Business, Supply Chain, Communications, or a related field preferred.
• 5+ years of customer service experience in a manufacturing environment.
• Previous supervisory or management experience required.
• Strong understanding of manufacturing processes, production scheduling, and order fulfillment preferred.
• Excellent communication, interpersonal, and conflict resolution skills.
• Highly organized with exceptional attention to detail.
• Ability to prioritize multiple tasks in a fast-paced environment.
• Strong problem-solving and decision-making abilities.
• Proficiency with Microsoft Office, particularly Excel and Outlook.
• Experience with ERP/MRP systems is preferred.

Knowledge, Skills & Abilities

• Exceptional customer service mindset.
• Strong leadership and team development skills.
• Excellent verbal and written communication.
• Ability to build positive relationships with customers and coworkers.
• Analytical thinker with strong organizational skills.
• Ability to remain calm and professional under pressure.
• Continuous improvement mindset with a focus on efficiency and process optimization.

Physical Requirements

• Ability to sit for extended periods while working at a computer.
• Occasionally walk throughout the manufacturing facility.
• Ability to lift up to 20 pounds occasionally.

Why JB Cutting?

At JB Cutting, we pride ourselves on delivering quality products and exceptional customer service. Our team is built on our core values of Family, Hard Work, Reliability, Dedication, Positivity, and Honesty . We are looking for a leader who shares those values and is committed to helping both our customers and our employees succeed.