Customer Service Manager

Customer Service Manager

Punxsutawney, PA · Full time · Hybrid

Estimating • RFQ Process Improvement • Supply Chain • Automation

Position Overview

We are seeking a Continuous Improvement Specialist to improve and streamline processes within a multi-site manufacturing operation.

The initial focus of the role will be improving the RFQ-to-quote process within estimating, reducing delays and manual work while maintaining quote accuracy. As those processes improve, the role will expand into outside processing and supply chain, with an emphasis on supplier development, pricing data, automation, and process ownership.

This position is well suited for someone who enjoys identifying inefficiencies, implementing practical solutions, and using technology to improve manufacturing processes.

Phase 1: Improve Estimating & RFQ Processes

The initial focus will be to evaluate and improve the company's RFQ-to-quote process. Responsibilities include:

• Map and analyze the current RFQ and estimating workflow.
• Identify bottlenecks, unnecessary steps, manual work, and delays.
• Develop and implement improvements that allow quotes to be completed faster without sacrificing accuracy.
• Improve the flow and availability of pricing and supply-chain information used by estimators.
• Reduce administrative work so technical estimators can focus on higher-value estimating activities.
• Work directly with experienced estimators to understand current processes and implement practical improvements.
• Use the ERP system and automation to improve estimating efficiency.

Phase 2: Expand into Supply Chain

As the estimating process improves, responsibilities will expand into supply-chain functions currently handled within estimating, including:

• Outside processing.
• Developing and maintaining a qualified supplier network.
• Improving supplier selection and pricing information.
• Automating pricing and supply-chain data feeds into the estimating process and ERP system.
• Establishing clear ownership of supply-chain processes.
• Developing standard procedures and workflows.
• Establishing metrics to track performance and identify further improvements.
• Creating a more efficient connection between estimating and supply chain.

Qualifications & Experience

The ideal candidate will have:

• Experience in continuous improvement, process improvement, manufacturing, estimating, supply chain, or a related field.
• Understanding of manufacturing processes and workflows.
• Strong analytical and problem-solving skills.
• Experience identifying process inefficiencies and implementing improvements.
• Experience working with ERP systems; experience with a manufacturing ERP is preferred.
• Ability to understand and improve workflows involving estimating, purchasing, suppliers, and outside processing.
• Strong organizational and project-management skills.
• Ability to work directly with manufacturing personnel, estimators, suppliers, and management.
• Strong communication skills and the ability to gain cooperation from people who already have established processes.

What We're Looking For

The successful candidate will:

• Be highly focused on eliminating unnecessary steps and improving efficiency.
• Be comfortable mapping and redesigning business processes.
• Look for opportunities to automate repetitive work.
• Take ownership of problems and follow improvements through implementation.
• Be comfortable working in a traditional manufacturing environment.
• Be able to build credibility by delivering practical results.
• Understand that an ERP system should support efficient business processes rather than create unnecessary work.
• Be comfortable working across departments and identifying gaps between estimating, supply chain, and operations.
• Be motivated by measurable improvements rather than simply maintaining existing processes.

Scope of the Role

This is a hands-on continuous improvement position with an initial focus on accelerating estimating and RFQ processes and a planned expansion into supply chain.

The role will work across multiple manufacturing facilities and departments and will have a direct impact on quote turnaround time, estimating efficiency, outside-processing management, supplier performance, pricing data, and process automation.

Work arrangement: Hybrid / Multi-site