Customer Service Manager
Listed on 2026-09-14
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Customer Service/HelpDesk
Client Relationship Management, Customer Success Management
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Customer Service ManagerFull Time 400 Main Street, Ashland, MA, US
2 days ago Requisition :
Salary Range: $ To $ Annually
Customer Service Manager
About Kidde Fenwal
Kidde Fenwal is a global leader in fire protection, life safety, and controls solutions. We design and manufacture innovative fire suppression systems, fire detection technologies, safety controls, and monitoring solutions that protect people, critical assets, and high-value environments worldwide. Serving OEMs, distributors, system integrators, and end users, Kidde Fenwal is committed to engineering excellence, operational reliability, and customer success.
Position Summary
The Customer Service Manager is responsible for leading the customer service team supporting Kidde Fenwal's Fire Suppression and Controls businesses. This role oversees customer support, order management, and customer-facing operations while ensuring an exceptional customer experience from order entry through delivery.
The Customer Service Manager partners closely with Sales, Supply Chain, Operations, Engineering, Quality, Finance, and Logistics to meet customer expectations, resolve issues, and drive continuous improvement. The successful candidate will lead a high-performing team, support key OEM and distributor relationships, and contribute to operational excellence across the business.
Key Responsibilities
- Lead, coach, and develop the customer service team.
- Establish and monitor customer service KPIs and performance metrics.
- Drive a culture of responsiveness, accountability, and continuous improvement.
- Manage staffing, training, and employee development.
Customer & Order Management
- Serve as the primary escalation point for customer service issues.
- Build strong relationships with OEM customers, distributors, and strategic accounts.
- Oversee order processing, backlog management, delivery commitments, and customer communications.
- Coordinate with internal teams to resolve supply, delivery, and service issues.
Operational Excellence
- Partner with Sales, Planning, Supply Chain, Manufacturing, Engineering, and Quality teams to ensure customer commitments are met.
- Participate in S&OP and demand planning activities.
- Identify and implement process improvements that enhance customer satisfaction and operational efficiency.
- Utilize ERP and CRM systems to improve visibility, reporting, and workflow effectiveness.
Reporting & Performance Management
- Monitor and report on:
- Customer satisfaction
- On-time delivery
- Order accuracy
- Response and resolution times
- Backlog management
- Fill rates
Fill rates
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Customer Service ManagerFull Time 400 Main Street, Ashland, MA, US
2 days ago Requisition :
Salary Range: $ To $ Annually
Customer Service Manager
About Kidde Fenwal
Kidde Fenwal is a global leader in fire protection, life safety, and controls solutions. We design and manufacture innovative fire suppression systems, fire detection technologies, safety controls, and monitoring solutions that protect people, critical assets, and high-value environments worldwide. Serving OEMs, distributors, system integrators, and end users, Kidde Fenwal is committed to engineering excellence, operational reliability, and customer success.
Position Summary
The Customer Service Manager is responsible for leading the customer service team supporting Kidde Fenwal's Fire Suppression and Controls businesses. This role oversees customer support, order management, and customer-facing operations while ensuring an exceptional customer experience from order entry through delivery.
The Customer Service Manager partners closely with Sales, Supply Chain, Operations, Engineering, Quality, Finance, and Logistics to meet customer expectations, resolve issues, and drive continuous improvement. The successful candidate will lead a high-performing team, support key OEM and distributor relationships, and contribute to operational excellence…
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