Customer Service & Operations Manager

Description

Customer Service Manager

Knight Material Technologies is currently seeking a full-time, Customer Service Manager at their East Canton location. The Customer Service Manager is responsible for delivering exceptional customer service to internal and external customers across KMT (Knight, ECM, and SDL brands) while overseeing the day-to-day order processing from order receipt through shipment and/or project completion. This role ensures the smooth and efficient processing of customer orders by serving as a vital link between customers, the Sales Team, and internal operations.

The position works closely with Sales, Estimating, Project Management, Manufacturing, Field Services, and Accounting across Knight, ECM, and SDL to resolve issues, maintain clear communication, and improve the overall customer experience. The Customer Service Manager coordinates order requirements, shipment schedules, and delivery processes while supporting our Sales Managers. In addition, this position provides leadership, direction and support to the Order Entry Specialist and Marketing Specialist.

Job Title: Customer Service Manager

Reports to: Vice President of Sales & Marketing

Full-time, Exempt position

Job Location: Canton, OH

Responsibilities:

• Serves as a point of contact for customer questions, concerns, service needs, and escalations, ensuring responsive and professional support.
• Coordinates the timely resolution of customer issues across internal departments, establish ownership, track progress, and communicate outcomes to the customer.
• Provides proactive and accurate updates regarding order status, project milestones, schedules, deliveries, documentation, and service activities.
• Monitors open customer commitments, follow up on action items, and escalate risks that could affect customer expectations, delivery, or satisfaction.
• Partners with department leaders to implement improvements that increase responsiveness, communication quality, and ease of doing business with KMT.
• Communicates with key operations personnel on critical needs and with support when customer contact is required.
• Supports customer retention and repeat business by helping maintain strong relationships and communicating account risks or opportunities to the Sales team.
• Supervises, coaches and supports the Order Entry Specialist and Marketing Specialist.
• Logs orders in the Sales Tracking/Sales Forecast spreadsheet, including the month expected to ship/install, the total dollar value, the category of product and the breakdown of materials needed. Maintains this spreadsheet throughout the year to assist the President, CFO and VP of Sales & Marketing with sales and financial planning.
• Administrator for Customer Portals ensuring that the appropriate Sales Manager and/or internal department receives appropriate communication from the tools.
• Reviews monthly backlog report and communicate any discrepancies.
• Works closely with Accounts Receivable to resolve billing discrepancies with customers. Provides customers with the information needed to expedite payment (ship docs, pack list, etc.)
• Assists Sales Team with quotes to customers as necessary.
• Performs additional duties as assigned.

Requirements:

• Proficient with Microsoft Office software; experience with Salesforce CRM and ERP systems preferred.
• Excellent written and verbal communication skills with the ability to communicate professionally with customers and internal teams.
• Strong organization, follow-through, problem-solving, and conflict-resolution skills.
• Ability to manage multiple customer needs and priorities in a project-based environment.
• 3+ years of experience in customer service, customer success, project coordination, inside sales, account management, or a related role.
• Associate or bachelor’s…