Customer Service Manager

Customer Service ManagerThe Customer Service Manager is responsible for leading the commercial order execution process from order entry through shipment and invoicing for both the Lithography and Can Manufacturing divisions. This role functions as an internal account manager and product manager, ensuring technical accuracy of orders, alignment with production capabilities, and proactive communication with customers. The position requires strong working knowledge of steel products, lithography processes, and sheet layouts to validate specifications prior to production release. The Manager serves as the primary liaison between Sales, Production Planning, Operations, Quality, and Finance to ensure accurate order processing, service excellence, and customer satisfaction.Job Skill Requirements:Problem Solving - Identifies and resolves problems in a timely mannerCreativity – Ability to deviate from standardized work and establish new process and proceduresCustomer Service - Responds promptly to customer needs and requests, solicits feedback, and meets commitmentsOrganization - Prioritizes and uses time efficiently, requiring limited supervision.Quality - Demonstrates accuracy through thoroughness and strong attention to detail.Quantity - Meets productivity standards and completes work in a timely manner.Adaptability - Adapts to changes in the work environment, manages competing demands, and is able to work with unexpected delays or eventsDependability – Consistently at work and on time, responds to management instructions, and solicits feedback to improve performanceSafety and Security – Complies with all Corporate Safety and Security proceduresTeam Player - Ability to apply teamwork and positive leadership qualities to promote a collaborative work environmentStrong knowledge of steel products, coatings, and lithography manufacturing processesAbility to interpret artwork specifications, sheet layouts, and production requirementsERP system proficiency and strong order management disciplineHigh level of commercial acumen and understanding of pricing, freight terms, and invoicingStrong analytical and problem-solving skills· Excellent written and verbal communication skillsAbility to manage multiple priorities in a fast-paced manufacturing environmentStrong organizational skills and attention to detailDemonstrated leadership and team development capabilitiesAbility to act as both customer advocate and operational partnerAccountabilities/Responsibilities:Order & Account ManagementEnter and build customer orders in ERP with full technical and commercial accuracyVerify artwork, sheet layouts, gauge, coatings, quantities, and freight terms prior to releaseTrack orders from entry through production, shipment, and invoicingManage order changes, revisions, and scheduling updatesProactively communicate order status and delivery timing to customersMonitor backlog and open order reportsCommercial & Billing OversightEnsure pricing accuracy and correct application of commercial termsOversee invoice accuracy and resolve billing discrepanciesManage freight rebilling and coordinate with Finance as neededSupport quote follow-up and commercial coordination for outside salesCross-Functional LeadershipServe as liaison between: Sales, Production Planning, Lithography Operations, Can Manufacturing, Finance, QualityEnsure alignment between customer expectations and operational capacitySupport responses to customer inquiries, complaints, and service issuesTeam LeadershipEstablish service standards and response time expectationsDevelop and track KPIs including: Order accuracy, On-time delivery (OTD), Backlog accuracy, Customer response timeTrain on product knowledge, ERP processes, and commercial proceduresImprove internal workflows and documentation consistencyProduct & Process OversightMaintain strong understanding of steel specifications and production flowSupport new product launches and customer onboardingPartner with Operations and Quality to ensure manufacturability and complianceIdentify and implement process improvements to reduce errors and enhance service performanceTravel Requirements:Travel to New Jersey required during Year 1 for training and transition support until business relocation is completeTravel frequency dependent on transition timelineOccasional customer travel may be requiredEducation & Experience: Bachelor's degree in Business, Supply Chain, or related field preferred. 5+ years of experience in Customer Service Management to Sales Support within a manufacturing environment. Experience working with steel or industrial manufacturing materials. ERP experience required. Demonstrated leadership or supervisory experience.Preferred: Experience in metal packaging, steel processing, or lithography manufacturing. Experience working in a union manufacturing environment. Strong understanding of manufacturing scheduling and production planning processes. Experience supporting commercial transitions or business relocations