Customer Service Manager

Customer Service Manager

We are seeking a Customer Service Manager to lead a team of internal sales representatives while ensuring excellent customer support and efficient order management for a global manufacturer of specialized textile-based materials and coated fabrics serving industries such as construction, roofing, protective packaging, and industrial applications. This role will work closely with sales, production, operations, and logistics teams to ensure smooth processing and delivery of textile-based products to customers across domestic and international markets.

Key Responsibilities:

• Lead internal sales team members, develop sales strategies, and ensure achievement of sales targets to support revenue growth.
• Inspire, mentor, and motivate team members while conducting annual performance reviews.
• Track and analyze sales metrics, identify performance improvement opportunities, and prepare reports for senior management.
• Build and maintain strong relationships with customers and outside sales representatives in textile, construction, and industrial material markets.
• Follow up with customers regarding coated fabrics, laminated textiles, and industrial textile products while addressing inquiries or concerns.
• Serve as the primary point of contact for customers while coordinating with internal teams to resolve product, order, or delivery issues.
• Submit orders to operations on time to ensure efficient production, shipment, and delivery of textile materials.
• Work closely with internal teams to ensure timely and accurate delivery of textile-based products.
• Manage shipping and sales documentation including sales orders, invoicing, account details, and sales history records.
• Ensure customers are invoiced promptly according to shipping terms.
• Coordinate with Finance to generate new SKUs and work with operations to ensure textile products are produced and delivered on schedule.
• Coordinate outbound shipments with carriers, brokers, and logistics partners as required.
• Work with warehouse teams to coordinate local shipments and ensure proper handling of textile materials.
• Maintain organized shipping documentation and shared folders so records related to shipments are accessible to team members.
• Provide support to other team members and departments as needed to ensure efficient customer service operations.

Qualifications:

• Experience managing a customer service or internal sales team in textile or manufacturing environments.
• Experience working with technical textiles, coated fabrics, laminated materials, or industrial textile products.
• Strong leadership, communication, and relationship management skills.
• Experience coordinating with production, operations, warehouse, and logistics teams.
• Strong organizational and reporting skills with attention to detail.