Customer Service Manager
About the Company
kSARIA is a leading organization specializing in advanced manufacturing solutions with a focus on serving government and commercial clients. Based in Hudson, NH, the company prides itself on delivering high-quality products and services that meet stringent industry standards. With a commitment to innovation, quality, and customer satisfaction, kSARIA continuously strives to enhance its operational capabilities and maintain a competitive edge in the manufacturing sector. The company fosters a collaborative and inclusive work environment, encouraging professional growth and development among its employees.
About the Role
The Manager, Customer Service at kSARIA will be responsible for overseeing the company's customer service and order administration operations. This pivotal role serves as the main point of contact between the organization and its customers post-contract initiation. The manager will ensure seamless communication regarding contract statuses, order updates, and customer inquiries, maintaining high levels of customer satisfaction. The role involves managing internal data collection, coordinating with various departments, and presenting timely updates to clients. The ideal candidate will demonstrate exceptional organizational skills, attention to detail, and the ability to manage multiple tasks efficiently. This position requires a proactive approach to problem-solving and the ability to champion customer interests within the organization.
Qualifications
- Previous experience in a high-level Customer Success or Customer Service management role
- Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint)
- Experience with ERP systems, particularly in a manufacturing environment
- Knowledge of US government contracting FAR requirements and business terms (preferred)
- College degree in a technical discipline or equivalent experience (preferred)
- Strong verbal, written, and interpersonal communication skills
- Highly organized with meticulous attention to detail
- Ability to work independently and collaboratively within a team
- Willingness to learn new software tools and systems
- U.S. Person status required for DoD-related work
Responsibilities
- Lead and oversee the customer service and order administration functions, ensuring efficient operations
- Act as the primary interface between customers and internal teams, providing timely updates and responses
- Manage incoming customer requests regarding order and contract status via written and verbal communication
- Enter, track, and confirm customer orders, ensuring delivery dates are met and communicated effectively
- Develop, implement, and maintain policies and procedures to enhance the quality of customer service
- Establish and monitor performance metrics for the customer service team
- Manage customer portals, monitor incoming orders, and ensure accurate processing
- Coordinate with internal departments such as Production, Quality, and Engineering to respond to customer inquiries and expedite orders
- Oversee the contract review and approval process, ensuring compliance and timely sign-offs
- Monitor and complete all required representations and certifications for customers
- Champion the company's customer service workflow system and drive continuous improvement
- Prepare and present reports on customer service activities, contract status, and key performance indicators
- Ensure confidentiality and security of sensitive information at all times
Benefits
- Competitive salary package
- Comprehensive health insurance plans
- Paid time off and holidays
- Opportunities for professional development and training
- Collaborative and inclusive work environment
- Onsite position with limited travel requirements