Customer Service Manager

Customer Service Manager - Manufacturing We are seeking an experienced Customer Service Manager to lead customer-facing operations within a manufacturing environment. This role is responsible for overseeing customer service workflows, managing account support teams, improving processes, and ensuring exceptional customer satisfaction through strong cross-functional coordination. Key Responsibilities Customer Service Operations Lead daily customer service activities including order entry, order updates, delivery coordination, inventory communication, and issue resolution. Maintain strong communication between customers, production, planning, shipping, and sales teams. Ensure customer inquiries are handled promptly, professionally, and accurately. Oversee customer portals, EDI orders, and documentation requirements. Manage revenue, profit, backlog, forecasting, trends, and emerging market activities. Team Leadership Supervise, train, and mentor Account Managers. Establish KPIs and conduct performance evaluations. Develop SOPs, training materials, and work instructions. Promote a culture of accountability, customer focus, and continuous improvement. Process & Workflow Management Analyze workflows and implement improvements to reduce delays and errors. Coordinate with production planning to ensure accurate lead times and delivery commitments. Monitor order accuracy, backlog, and fulfillment performance. Support ISO 9001 and internal QMS customer communication requirements. Customer Relationship Management Build and maintain strong customer relationships. Manage escalations and coordinate issue resolution across departments. Conduct customer satisfaction reviews and support corrective actions. Represent customer service in internal meetings and improvement initiatives. Reporting & Metrics Track KPIs including on-time delivery, response time, order accuracy, and customer satisfaction. Prepare weekly and monthly leadership reports. Identify trends and recommend corrective or preventive actions. Qualifications Required 5+ years of customer service experience in manufacturing or industrial environments. 2+ years of supervisory or leadership experience. Strong understanding of order management, production workflows, and logistics. Excellent communication, problem-solving, and conflict-resolution skills. ERP/MRP system experience (JobBOSS, Epicor, SAP, Oracle, etc). Ability to manage multiple priorities in a fast-paced environment. Preferred Experience with ISO 9001 or similar QMS systems. Background in machining, fabrication, assembly, or custom manufacturing. Familiarity with EDI transactions and customer portals. Lean manufacturing or continuous improvement experience. Core Competencies Customer Focus. Leadership & Coaching. Process Improvement. Cross-Functional Collaboration. Attention to Detail. Data-Driven Decision Making. Professional Communication. Working Conditions Office-based role within a manufacturing environment. Frequent collaboration with production, quality, engineering, and logistics teams. Occasional customer visits and vendor meetings. #J-18808-Ljbffr