Customer Service Manager

Key Responsibilities

• Act as the primary escalation point for complex customer issues, maintaining strong relationships with key accounts and ensuring proactive communication regarding order status, delays, and resolutions.
• Work as a liaison between Customer/Outside Sales Department and Engineering initiating RFQs through completion and communicating final quote to Customer/Outside Sales.
• Oversee the order entry and processing cycle, coordinating closely with the sales, production, quality, and shipping departments to ensure timely and accurate delivery of products.
• Analyze feedback and data to identify areas for improvement and implement solutions to streamline operations and reduce errors.
• Monitor and report on key performance indicators (KPIs) such as customer satisfaction, on-time delivery, and order accuracy.
• Ensure the team maintains comprehensive knowledge of the company's product lines, specifications, and industry standards to provide accurate information and technical advice to customers.

Qualifications

• 3 years of experience in customer service management, preferably within a manufacturing or industrial environment.
• Preferred experience working with cross-functional departments.
• Familiarity with Enterprise Resource Planning (ERP) or Customer Relationship Management (CRM) systems.

Skills

• Excellent written and verbal communication, interpersonal, and leadership skills.
• Strong problem-solving, decision-making, and analytical abilities with a data-driven approach to process improvement.
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook).
• Ability to work in a fast-paced environment, multitask, and adapt to shifting priorities.

Benefits

• Competitive and comprehensive benefit package, including medical, dental, vision, 401(k) with both base and matching contribution, paid holidays and vacation, long-term and short-term disability and life insurance.