Customer Service Manager

Customer Service Manager

We're supporting a growing machine shop in the League City area with a Customer Service Manager position. Ideal candidates will have heavy experience in machining or fabrication services sales, and be capable of managing of a team of 3-5 direct reports in account management. Position will work closely with company owner to support all facets of sales including bids, quotes, RFP's, RFI's, customer service, order entry, etc.

Position Summary

The Customer Service Manager oversees all customer-facing service operations within the manufacturing organization. This role ensures timely order processing, accurate communication, and high-quality customer support while coordinating closely with production, quality, logistics, and sales teams. The manager is responsible for developing service standards, improving processes, and leading a team that delivers a consistent, professional customer experience.

Key Responsibilities

Customer Service Operations:

• Lead daily Customer Service Department activities including order entry, order status updates, delivery coordination, inventory and inventory levels and issue resolution
• Maintain strong communication channels between customers, production, planning, shipping, and sales
• Ensure customer inquiries are handled promptly, professionally, and accurately
• Oversee management of customer portals, EDI orders, and documentation requirements
• Revenue, Profit, Backlog, Forecasting, Trends, and Emerging Markets management.

Team Leadership:

• Supervise, train, and mentor Account Managers
• Establish performance metrics and conduct regular performance evaluations
• Develop training materials, SOPs, and work instructions to ensure consistent service delivery
• Foster a culture of accountability, continuous improvement, and customer focus

Process & Workflow Management:

• Analyze customer service workflows and implement improvements to reduce errors and delays
• Collaborate with production planning to ensure accurate lead times and delivery commitments
• Monitor order accuracy, backlog, and fulfillment performance
• Support ISO 9001 or internal QMS requirements related to customer communication and documentation

Customer Relationship Management:

• Build and maintain strong relationships with key customers
• Manage escalations and coordinate cross-functional responses to resolve issues
• Conduct customer satisfaction reviews and support corrective actions when needed
• Represent the customer service function in internal meetings and improvement initiatives

Reporting & Metrics:

• Track KPIs such as on-time delivery, order accuracy, response time, and customer satisfaction
• Prepare weekly/monthly reports for leadership
• Identify trends and recommend corrective or preventive actions

Qualifications

Required:

• 5+ years of customer service experience, preferably in manufacturing or industrial environments
• 2+ years of supervisory or team-lead experience
• Strong understanding of order management, production workflows, and logistics
• Excellent communication, problem-solving, and conflict-resolution skills
• Proficiency with ERP/MRP systems (e.g., JobBOSS, Epicor, SAP, Oracle)
• Ability to manage multiple priorities in a fast-paced environment

Preferred:

• Experience with ISO 9001 or similar quality management systems
• Background in custom manufacturing, machining, fabrication, or assembly environments
• Familiarity with EDI transactions and customer portals
• Lean or continuous improvement experience

Core Competencies

• Customer Focus
• Leadership & Coaching
• Process Improvement
• Cross-Functional Collaboration
• Attention to Detail
• Data-Driven Decision Making

Working Conditions

• Office-based role within a manufacturing environment
• Regular interaction with production, quality, engineering, and logistics teams
• Occasional customer visits or vendor meetings as needed
• Professional Communication