Customer Service Manager

Job Description

Job Description

Job Overview

This role provides leadership to the customer service team while coordinating closely with internal cross-functional teams to deliver timely, and professional support to customers in alignment with company objectives.

Responsibilities:

• Develop, implement, and maintain Customer Service Department procedures, priorities, workflows, and performance standards to support operational efficiency and customer satisfaction.
• Supervise, train, coach, motivate, and evaluate customer service personnel, ensuring adherence to company procedures, quality standards, and performance expectations.
• Oversee the timely and accurate preparation and processing of quotations, customer orders, acknowledgments, pricing, and customer communications.
• Ensure Customer Service follows company procedures for handling customer terms and conditions, ITAR/EAR/DFARS-related requirements, CUI/customer-sensitive documents, and other customer flow-down obligations, while escalating matters requiring legal, quality, engineering, or management review.
• Prepare, review, and approve pricing and lead-time recommendations within established company guidelines and approval authority.
• Develop and maintain pricing programs, customer pricing records, and related tools to support accurate and consistent quoting practices.
• Coordinate closely with Production Control and Operations to verify lead times, support production scheduling, and ensure customer delivery commitments can be met.
• Provide guidance to subordinates, including setting performance goals and monitoring performance
• Coordinate customer-facing communication related to RMAs, corrective actions, quality concerns, and customer complaints, while ensuring technical, quality, and root-cause responses are reviewed by the appropriate internal departments before release.
• Support sales representatives and distributors by providing timely quotation support, order status updates, customer follow-up, pricing coordination, and escalation of customer concerns.
• Collaborate with Purchasing, Quality, Engineering, Accounting, IT, and Management to resolve customer-impacting issues and support effective cross-functional communication.
• Trade show activities including staffing booths, marketing coordination, promotional activities, and other customer-facing business development efforts.
• Ensure accurate entry and maintenance of customer, quotation, pricing, order, and acknowledgment records within the MRP system.
• Compile reports, customer satisfaction survey data, and related analyses for management review and continuous improvement initiatives.
• Provide backup and overflow support to Customer Service Representatives as needed to maintain departmental responsiveness and service levels.
• Foster and maintain a professional work environment that promotes teamwork, accountability, quality, and positive employee morale.

Qualifications:

• Bachelor’s degree or equivalent experience in Business, Customer Service, Operations, or a related field or equivalent experience.
• Minimum of 5+ years of progressive customer service experience in a manufacturing environment required, including supervisory or leadership responsibilities
• Knowledge of tape wound cores is strongly preferred
• Strong knowledge of customer service operations, quotation processes, order entry, pricing administration, and MRP system documentation practices.
• Demonstratable computer and software proficiency, Microsoft Office suite, MRP systems.
• Understanding of manufacturing processes, production scheduling, and customer flow-down requirements
• Excellent interpersonal and communication skills with a focus on respect, ethics, professionalism, teamwork, open and honest communications at all levels
• Familiarity with CUI handling requirements, NIST SP 800-171, ITAR, EAR, DFARS, and other government or defense-related customer flow-down requirements required.
• Strong leadership, organizational, problem-solving, and conflict-resolution skills with the ability to manage multiple priorities in a fast-paced environment.
• Provide guidance to subordinates, including setting performance goals and monitoring performance
• Excellent written and verbal communication skills with a professional and customer-focused approach.
• Excellent presentation skills are required
• Experience with JobBOSS or a similar manufacturing MRP system preferred; familiarity with CRM systems or customer relationship management tools preferred
• Ability to exercise sound judgment, maintain confidentiality, and effectively communicate with employees, customers, and management at all levels of the organization.
• Ability and willingness for domestic and international travel and staffing trade show booths and related activities
• Be open to constructive criticism and make appropriate adjustments

MK Magnetics is an Equal Employment Opportunity employer