Customer Service Manager

NPAworldwide

The Customer Service Manager leads daily sales operations, ensuring accurate order execution, proactive communication, and high levels of customer satisfaction. This role is accountable for managing and developing a team of sales representatives, aligning their efforts with production capabilities, commercial priorities, and customer commitments. The Customer Service Manager serves as a primary liaison between Sales, Operations, and customers, driving disciplined execution, issue resolution, and continuous improvement in service performance.

Essential Duties and Responsibilities
• Directs day-to-day customer order execution, ensuring accurate order entry, clear customer commitments, and timely issue resolution.
• Manages and develops sales representatives through clear expectations, coaching, and performance feedback.
• Owns relationships with key accounts and serves as an escalation point for service, delivery, and commercial issues.
• Partners with Operations, Supply Chain, and Finance to align customer commitments with manufacturing capacity and business priorities.
• Oversees pricing, quotations, order entry, and warranty or service claims to ensure accuracy, compliance, and margin discipline.
• Ensures team knowledge of products, services, policies, and procedures.
• Supports new business development and customer onboarding as required.
• Ensures all activities comply with applicable laws, regulations, and company policies.
• Promotes ethical conduct, professionalism, and accountability in all customer and internal interactions.

Direct Reports:
• Sales Representatives
• Sr. Sales Representatives

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Vacancy posted 1 hour ago

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