Manufacturing Customer Support Manager

Customer Experience & Operations Manager

We are seeking an experienced Customer Experience & Operations Manager to lead customer service and account support activities within a fast-paced manufacturing operation. This position oversees order management, delivery coordination, customer communication, and issue resolution while managing and developing a team of Account Managers. The ideal candidate understands how customer service connects with production, planning, inventory, shipping, quality, and sales. This role requires strong leadership, organization, and the ability to improve processes while maintaining excellent customer relationships.

Key responsibilities include overseeing daily customer service and account management operations, managing order entry, order updates, delivery schedules, and customer requests, coordinating with production, planning, shipping, quality, and sales departments, ensuring customers receive accurate information regarding inventory, lead times, and order status, monitoring customer portals, EDI transactions, and required documentation, reviewing backlog, forecasts, revenue, profitability, and customer trends, handling escalated customer concerns and coordinating timely resolutions, building and maintaining strong relationships with key customer accounts, supervising, training, coaching, and evaluating Account Managers, establishing team goals and tracking performance using measurable KPIs, developing SOPs, work instructions, and employee training materials, identifying workflow issues and implementing improvements to reduce errors and delays, supporting ISO 9001 and internal Quality Management System requirements, tracking on-time delivery, response time, order accuracy, and customer satisfaction, preparing weekly and monthly reports for company leadership, and participating in customer reviews, corrective actions, and continuous improvement initiatives.

Required qualifications include five or more years of customer service experience in manufacturing or an industrial setting, at least two years of leadership or supervisory experience, knowledge of order management, production processes, inventory, and logistics, experience using an ERP/MRP system such as SAP, Oracle, Epicor, or JobBOSS, strong communication, leadership, conflict-resolution, and problem-solving skills, ability to manage competing priorities in a fast-paced environment, and proficiency with basic computer programs and performance reporting.

Preferred qualifications include experience with ISO 9001 or another Quality Management System, background in machining, fabrication, assembly, or custom manufacturing, familiarity with EDI orders and customer portals, and lean manufacturing or continuous improvement experience.

Working conditions include an office-based position within a manufacturing facility, regular interaction with production, engineering, quality, shipping, and logistics teams, and occasional customer visits or vendor meetings may be required.