Customer Service Manager - Manufacturing

Customer Service Manager

The Customer Service Manager is responsible for ensuring customer service satisfaction through effective management of customer accounts, order fulfillment and internal sales operations in a vertically integrated manufacturing business. This role oversees and assists with the daily execution of order processing, customer communications, cross department coordination and maintenance of ERP data. In addition, this role will directly manage key customer accounts, and supervise a team responsible for customer service functions. While focused on internal operations, the role will also provide support to external sales and account development.

Essential Functions:

• Manage customer service team
• Manage on-boarding, process training and systems knowledge sharing for new team members
• Ensure strong collaboration and communication between customer service team and supply Chain and production
• Serve as the main point of contact for Key Account Managers, ensuring proactive communication and issue resolution
• Oversee and ensure customer order entry through EDI, email or portal systems is completed in a timely manner
• Respond to customer RFQ's and support pricing coordination with sales and business development group
• Compile and analyze sales data and customer history for account planning
• Participate in select customer meetings or calls to support relationship development and order execution

Skills & Knowledge Required:

• Supervisory skills
• Professional demeanor
• Excellent written & verbal communication skills
• Ability to manage competing priorities in a fast-paced environment
• Process-oriented with a continuous improvement mindset
• Strong organizational skills
• Strong Analytical skills

Required Education & Experience:

• High school diploma or GED equivalent
• Minimum of five years of customer service experience (business to business) in a professional office environment
• Minimum of five years of business customer account management experience
• Minimum of five years' experience managing & developing a team of direct reports
• Proficiency using an ERP system (i.e., SAP, Oracle or Syteline)
• Advanced skills using Excel (i.e., Pivot tables, etc)

Preferred Education & Experience:

• Bachelor's Degree in Business
• Previous experience working in a manufacturing or distribution setting
• Five years of customer service experience in a manufacturing environment
• Previous experience using SAP

Additional eligibility qualifications:

• Ability to resolve complex customer issues and coordinate cross-functional support
• Understanding of supply chain, logistics and sales support processes

Physical demands/ Equipment used to perform the job:

• Office environment which requires periods of prolonged sitting, typing on a computer keyboard, viewing a computer monitor and use of telephone
• Ability to walk through a production facility with moving machinery
• Ability to climb stairs to reach conference room on second floor
• Ability to wear appropriate PPE (i.e., safety glasses, ear plugs) when required