Customer Service Manager

Customer Service Manager

The Customer Service Manager is responsible for leading and developing the customer service function to deliver exceptional support and customer satisfaction across all customer channels. This role oversees daily customer service operations, order management processes, warranty support, and customer communications while partnering closely with sales, operations, engineering, production, shipping, and logistics teams.

The Customer Service Manager will drive continuous improvement initiatives, establish measurable departmental KPIs, strengthen customer relationships, and develop scalable processes that support ROM Manufacturing's operational and growth objectives. This position plays a critical leadership role in enhancing the overall customer experience while improving responsiveness, efficiency, communication, and cross-functional collaboration.

Key Responsibilities

Customer Service Leadership

• Lead, mentor, and develop the customer service team to ensure high performance, accountability, and professional growth.
• Establish and lead an inside sales team focused on customer engagement, account growth, quote follow-up, and revenue generation.
• Establish departmental goals, objectives, and measurable KPIs aligned with company performance targets.
• Foster a customer-focused culture centered on responsiveness, professionalism, accuracy, and issue resolution.
• Manage staffing, workload balancing, employee development, coaching, and performance evaluations within the department.
• Develop and implement standardized customer service processes, policies, and best practices.
• Monitor departmental performance metrics and identify opportunities for operational improvement and increase customer satisfaction.

Customer & Order Management

• Oversee customer inquiries, order processing, product support, warranty claims, and issue resolution activities.
• Ensure accurate and timely order entry, scheduling coordination, shipment communication, and customer follow-up.
• Review escalated customer concerns and implement corrective actions to improve service performance and customer retention.
• Support strategic customer accounts and maintain strong long-term customer relationships.
• Partners with sales and operations teams proactively communicate lead times, production schedules, product availability, and supply chain impacts.
• Assist with pricing support, quoting coordination, and customer communication related to product changes or delivery expectations.

Systems & Process Improvement

• Lead continuous improvement initiatives focused on improving customer responsiveness, operational efficiency, order accuracy, and communication effectiveness.
• Utilize ERP and CRM systems, including Salesforce, to improve customer communication, workflow management, and reporting capabilities.
• Develop dashboards and reporting tools to monitor departmental KPIs, service trends, and team performance.
• Identify opportunities to automate or streamline administrative and transactional processes.
• Support implementation, optimization, and training related to customer service technologies and business systems.

Cross-Functional Collaboration

• Collaborate with engineering, manufacturing, purchasing, shipping, and quality teams to resolve issues and improve customer outcomes.
• Participate in strategic planning and operational meetings to align customer service initiatives with company goals.
• Support product launches, organizational initiatives, and customer communication strategies.
• Serve as a key liaison between customers and internal departments to ensure alignment and timely resolution of issues.

Key Competencies

• Leadership & Team Development
• Customer Relationship Management
• Sales focused
• Process Improvement
• Cross-Functional Collaboration
• Operational Excellence
• Communication & Conflict Resolution
• KPI & Performance Management
• Problem Solving & Decision Making
• Change Management

Performance Expectations

• Improve customer satisfaction and responsiveness metrics.
• Drive Organic growth through targeted and focused sales KPIs
• Achieve departmental KPIs related to order accuracy, response time, on-time communication, and issue resolution.
• Develop scalable customer service processes that support business growth and operational efficiency.
• Strengthen cross-functional communication and operational alignment.
• Drive continuous improvement initiatives that enhance customer experience and departmental performance.
• Build and maintain a high-performing customer service organization focused on accountability and service excellence.

Working Conditions

• Office-based leadership role within a manufacturing environment.
• Frequent interaction with customers, sales teams, production personnel, and executive leadership.
• Occasional travel may be required.
• Flexibility to support urgent customer and operational needs as required.

NOTE: R.O.M. does not discriminate in hiring or employment on the basis of race, color, religion, gender, marital status, national origin, sexual orientation, age, disability, ancestry veteran status or any other status protected by law.

Requirements

Required

• Bachelor's degree in business administration, Supply Chain, Operations, or related field, or equivalent experience.
• 5+ years of customer service, customer support, or order management experience within a manufacturing environment.
• 2+ years of Inside Sales leadership or supervisory experience.
• Excellent communication, leadership, organizational, and problem-solving skills.

Proficiency with:

• Microsoft Office applications
• Internet-based software applications
• Order processing software
• ERP systems such as Infor SyteLine
• Time, attendance, and payroll processing systems such as Workday

Advanced proficiency with CRM systems, including Salesforce.

Preferred

• Experience in transportation, manufacturing, commercial vehicle, or engineered product industries.
• Experience with configurable or engineered-to-order products.
• Working knowledge of Lean manufacturing and continuous improvement methodologies.
• Experience utilizing Salesforce and manufacturing ERP platforms for reporting and workflow management.
• Experience managing warranty processes and customer performance metrics.