Service Manager

Service Manager

The Service Manager is responsible for leading inside sales and customer service functions, ensuring customer satisfaction, managing order execution, and coordinating cross-functional efforts to support business performance and growth.

Physical Requirements: Stand or Sit (Stationary position)

Function in the Job: Sedentary Work- Exerting up to 10 pounds of force occasionally, and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally, and all other sedentary criteria are met.

Job Function:

• Lead and manage the inside sales and customer service teams to support daily operations and customer requirements
• Serve as the primary internal customer advocate, ensuring customer needs are clearly communicated and understood across the organization
• Oversee processing of customer orders, including coordination with production scheduling, inventory, and shipping
• Ensure customer satisfaction through accurate order processing, timely delivery, and clear communication
• Monitor customer orders from entry through shipment and proactively resolve delays in coordination with operations, logistics, and sales teams
• Develop and maintain strong customer relationships through responsive and proactive service
• Act as liaison between inside sales, outside sales, production, quality, engineering, shipping, and suppliers to ensure alignment and performance
• Support inventory management, raw material availability, and order fulfillment to meet customer commitments
• Coordinate inbound material deliveries from mills and suppliers to ensure product availability and on-time customer fulfillment
• Assist in scheduling plant operations to align with customer needs
• Guide quoting processes based on market conditions and lead times
• Evaluate customer profitability, including cost, margin, and capacity utilization
• Lead customer service initiatives to ensure best-in-class service and exceed customer expectations
• Manage customer complaints, returns, credit requests, and corrective action processes while balancing customer satisfaction and business objectives
• Collaborate with quality and production teams to investigate product concerns, support root cause analysis, and implement corrective actions as needed
• Support forecasting activities and customer demand planning in coordination with sales teams
• Oversee quotation processes, documentation, and follow-up to ensure accuracy and timeliness
• Conduct regular team meetings, provide ongoing training, and support continuous improvement initiatives related to customer service, product knowledge, and business systems
• Conduct employee performance evaluations and support team development and training
• Monitor and report key performance indicators including order accuracy, on-time fulfillment, open orders, past due orders, and customer satisfaction metrics
• Maintain strong communication across departments and promote a team-oriented work environment
• Travel as needed to visit and support customers
• Perform additional duties as assigned

Required Skills:

• Strong leadership and team development skills
• Strong communication and customer service skills
• Ability to manage multiple priorities in a fast-paced environment
• Strong organizational and problem-solving skills
• Knowledge of steel products, market conditions, and customer requirements
• Ability to coordinate across multiple departments
• Strong attention to detail and accountability
• Ability to make decisions independently and exercise judgment
• Proficiency in computer systems including ERP/CRM and Microsoft Office applications
• Strong work ethic with a results-driven mindset

Education and Experience:

• High school diploma or equivalent required
• Minimum of 35 years of experience in steel, sales, or customer service-related roles required
• Leadership or supervisory experience preferred