Customer Service Manager

Job Description

Job Description

Carpenter Co has an immediate opening for a Customer Champion (aka Customer Service Manager) over our Carpet Cushion product line at our Elkhart, IN manufacturing facility, reporting to the Division Manager. This position is responsible for monitoring and pushing for resolution of issues through our plant management and sales personnel, when needed, to ensure these issues are resolved in a thorough and efficient manner.

Do you want to be part of a team that aspires to improve the quality of life for others? Are you interested in efficient manufacturing processes that promote sustainability? Do you feel a sense of accomplishment in a job well done? At Carpenter Co., we challenge our employees to learn from and inspire one another – all levels of the company collaborate, communicate and constantly improve to achieve shared success. If that sounds like an environment in which you will thrive, Carpenter Co. could be a great fit for you!

The Customer Champion must be able to establish a constant open channel of communication between customers and production. This role will require daily communication with employees in the plant, department supervisors, other department managers, and plant management. This position works in a normal manufacturing and office environment with exposure to temperature changes and different noise levels. Major challenges involve continuously keeping our customers happy by ensuring we ship quality products that are accurate and on-time.

Additional responsibilities of this position:

• Perform as an order expeditor
• Liaison between the production plant and the Customer
• Meet with production daily to ensure all customers are shipped complete and on time
• Coordinate product changes with production
• Satisfy the Customer without compromising the company's commitment to produce and ship a quality product at a fair price
• Develop and nurture a partnership with the customer through regular communications
• Be objective by looking Carpenter through the eyes of the Customer
• Assist in troubleshooting, research and soling problems from either the production or sales side of the business
• Monitor service and quality
• Maintain materials list
• Processes CC employee Sales
• Champion Customer complaints
• Processes Customer Credits
• Supervises Customer Service Representatives
• Schedules and fills truck for Carpet Cushion rolls
• Key in orders and follow up with Customers
• Enter and maintain customer records and pricing.
• Travels to customers less than 10% of the time to visit with customers

Skills/Requirements:

• Bachelor's Degree required.
• Five plus years of previous customer service experience.
• Two years' experience in sales.
• Two years' experience in management.
• Experience in a manufacturing environment is a plus.
• SAP, Excel and Word experience preferred.
• Occasional travel (under 10%) to customer locations.

Normal Office Hours: 7:00am to 4:00pm, M-F, with a one-hour lunch break coordinated with the CSRs within your department for departmental coverage. 

Carpenter Co. conducts pre-employment drug testing on all applicants that receive and accept a written offer of employment.

Carpenter Co. offers a comprehensive benefits package including excellent health insurance, generous profit sharing plan, and much more. We offer long-term career opportunities for our employees in a stable industry and clean working environment. We also offer tuition reimbursement to our employees after 1 year of service. Our Elkhart Branch employees average over 10 years of service with the company, and we'd like for you to join us! To learn more, check us out at