Customer Service Manager

Customer Service Manager

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.

Responsibilities

• Direct day-to-day customer order execution, ensuring accurate order entry and clear customer commitments.
• Manage and develop sales representatives through clear expectations, coaching, and performance feedback.
• Own relationships with key accounts and serve as an escalation point for service, delivery, and commercial issues.
• Partner with Operations, Supply Chain, and Finance to align customer commitments with manufacturing capacity and business priorities.
• Oversee pricing, quotations, order entry, and warranty or service claims to ensure accuracy, compliance, and margin discipline.
• Ensure team knowledge of products, services, policies, and procedures.
• Support new business development and customer onboarding as required.
• Ensure all activities comply with applicable laws, regulations, and company policies.
• Promote ethical conduct, professionalism, and accountability in all customer and internal interactions.
• Ensure the necessary resources and tools are available for quality customer service delivery.
• Review customer complaints and track their resolution.
• Handle complex and escalated customer service issues.
• Identify and implement strategies to improve service quality, productivity, and profitability.
• Identify and address staff training and coaching needs.
• Perform customer and internal duties as required.
• Complete monthly reports on customer service activities.

Essential Skills

• Ambitious with a desire to advance within the company.
• Ability to work over 40 hours a week as needed.
• Fast-paced and decisive with a positive attitude.
• Strong in Excel, financial reporting, order entry, and ERP systems.
• Bachelor's degree or equivalent work experience.
• 3-5 years of relevant experience.

Additional Skills & Qualifications

• Aerospace or manufacturing is ideal.

Work Environment

This position is fully onsite in Painesville, OH. The role may require sitting or standing for extended periods and occasional standing, walking, bending, or reaching as duties require. The company offers long-term growth and promotion opportunities in a growing environment.

Job Type & Location

This is a Permanent position based out of Painesville, OH.

Pay and Benefits

The pay range for this position is $100000.00 - $115000.00/yr. Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.

Insurance & Health Coverage Retirement Plans Paid Time Off Work Environment & Culture

Workplace Type

This is a fully onsite position in Painesville, OH.

Application Deadline

This position is anticipated to close on Sep 3, 2026.