Customer Satisfaction Manager

Job Description

Job Description

Description:

 

Associated Thermoforming, Inc. (ATI) is seeking a highly organized and customer-focused Customer Satisfaction Manager to join our team. This position serves as a key connection between our customers and internal manufacturing operations, helping ensure orders, schedules, communication, and customer expectations are managed accurately and efficiently.

The ideal candidate is a proactive communicator who thrives in a fast-paced manufacturing environment, enjoys building strong customer relationships, and can effectively coordinate across multiple departments.

Key Responsibilities

• Serve as a primary point of contact for customers throughout the order and manufacturing process.
• Provide timely and professional customer service, follow-up, and communication.
• Process customer purchase orders, requests for quote (RFQs), open order reports, forecasts, and shipping schedules.
• Enter and maintain purchase order and customer forecast information in SyteLine.
• Monitor production and shipping schedules to help ensure customer delivery requirements are met.
• Proactively communicate schedule changes, delays, and other important updates to customers.
• Coordinate with Department Supervisors, Warehouse, Production, and other internal teams to support customer commitments.
• Manage new customer setup and ongoing customer account maintenance.
• Coordinate the resolution of customer concerns and help ensure appropriate follow-up.
• Prepare and maintain monthly on-time delivery reports and revenue forecasting reports.
• Maintain accurate customer records, documentation, and reporting.
• Respond promptly to customer inquiries and internal communications.
• Identify opportunities to improve customer service, communication, and internal processes.
• Follow all established company safety policies and procedures.
• Perform other duties and responsibilities as assigned.

Requirements:

Qualifications and Experience 

• Previous experience in customer service, account management, customer satisfaction, order management, or a related role required.
• Manufacturing or production environment experience strongly preferred.
• Strong organizational skills with the ability to manage multiple priorities, customer accounts, and deadlines.
• Excellent written and verbal communication skills.
• Ability to build positive working relationships with customers and collaborate effectively across departments.
• Strong attention to detail and commitment to maintaining accurate records and information.
• Experience working with ERP, CRM, or order management systems; SyteLine experience is a plus.
• Proficiency in Microsoft Office, including Excel, Outlook, and Word.
• Experience with reporting, forecasting, and analyzing customer or operational data preferred.
• Strong problem-solving skills and the ability to respond professionally to changing customer and production needs.

We are looking for someone who understands that customer satisfaction goes beyond answering questions—it requires communication, follow-through, organization, and strong coordination between the customer and our internal teams. The successful candidate will be comfortable working in a dynamic manufacturing environment where priorities can shift quickly and proactive communication is essential. 

Become part of a team dedicated to quality, safety, customer satisfaction, and continuous improvement.

Apply through our company website or submit your resume to View email address on us.fitly.work .