Customer Service Manager - Manufacturing
VSSI LLC Staffing Services
About the Job 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.
- 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.
- 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.
- 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.
- 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.
- 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.
- 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.
- Customer Focus
- Leadership & Coaching
- Process Improvement
- Cross-Functional Collaboration
- Attention to Detail
- Data-Driven Decision Making
- Professional Communication
- Office-based role within a manufacturing environment.
- Frequent collaboration with production, quality, engineering, and logistics teams.
- Occasional customer visits and vendor meetings.
Vacancy posted 2 days ago
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