Customer Service Manager

Customer Service Manager

The 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 manner
• Creativity – Ability to deviate from standardized work and establish new process and procedures
• Customer Service - Responds promptly to customer needs and requests, solicits feedback, and meets commitments
• Organization - 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 events
• Dependability – Consistently at work and on time, responds to management instructions, and solicits feedback to improve performance
• Safety and Security – Complies with all Corporate Safety and Security procedures
• Team Player - Ability to apply teamwork and positive leadership qualities to promote a collaborative work environment
• Strong knowledge of steel products, coatings, and lithography manufacturing processes
• Ability to interpret artwork specifications, sheet layouts, and production requirements
• ERP system proficiency and strong order management discipline
• High level of commercial acumen and understanding of pricing, freight terms, and invoicing
• Strong analytical and problem-solving skills· Excellent written and verbal communication skills
• Ability to manage multiple priorities in a fast-paced manufacturing environment
• Strong organizational skills and attention to detail
• Demonstrated leadership and team development capabilities
• Ability to act as both customer advocate and operational partner

Accountabilities/Responsibilities:

• Order & Account Management
• Enter and build customer orders in ERP with full technical and commercial accuracy
• Verify artwork, sheet layouts, gauge, coatings, quantities, and freight terms prior to release
• Track orders from entry through production, shipment, and invoicing
• Manage order changes, revisions, and scheduling updates
• Proactively communicate order status and delivery timing to customers
• Monitor backlog and open order reports
• Commercial & Billing Oversight
• Ensure pricing accuracy and correct application of commercial terms
• Oversee invoice accuracy and resolve billing discrepancies
• Manage freight rebilling and coordinate with Finance as needed
• Support quote follow-up and commercial coordination for outside sales
• Cross-Functional Leadership
• Serve as liaison between: Sales, Production Planning, Lithography Operations, Can Manufacturing, Finance, Quality
• Ensure alignment between customer expectations and operational capacity
• Support responses to customer inquiries, complaints, and service issues
• Team Leadership
• Establish service standards and response time expectations
• Develop and track KPIs including: Order accuracy, On-time delivery (OTD), Backlog accuracy, Customer response time
• Train on product knowledge, ERP processes, and commercial procedures
• Improve internal workflows and documentation consistency
• Product & Process Oversight
• Maintain strong understanding of steel specifications and production flow
• Support new product launches and customer onboarding
• Partner with Operations and Quality to ensure manufacturability and compliance
• Identify and implement process improvements to reduce errors and enhance service performance

Travel Requirements:

• Travel to New Jersey required during Year 1 for training and transition support until business relocation is complete
• Travel frequency dependent on transition timeline
• Occasional customer travel may be required

Education & 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