Customer Service Manager

Job Description

The Customer Service Manager is responsible for overseeing all levels of customer interaction within the origination and for managing and facilitating the Customer Relations Specialists. This position requires in-depth knowledge of internal processes, services, and products in order to provide exceptional service, resolve issues and customer escalations. A candidate for the Customer Service Manager position will be an influential and independent team member who possesses strong analytical, communication, and negotiation skills.

A candidate will also demonstrate a strong track record in managing multiple projects and deadlines, and a positive can‑do attitude. Periodic travel to our customers may be required.

• Ensure that purchase orders and releases are processed per contract review procedure.
• Effectively communicate with customers across a variety of platforms.
• Serve as a high level liaison between customers and Presrite.
• Expected to lead daily conference calls to support and backup information provided by Customer Relations Specialists to our customers.
• Create and maintain strong long‑term customer relationships.
• Resolve customer issues by working directly with our customers and related Presrite departments.
• Creatively work with production to ensure customer deadlines will be met.
• Conduct random audits to confirm that proper pricing is implemented.
• Serve as backup to all duties of Customer Relations Specialists.
• Act as project manager to ensure deadlines are met for urgent parts.
• Perform miscellaneous shipping and invoice functions.
• Timely completion of USMCA and Trade Agreement documents.
• Perform and manage ITAR requirements.

• Bachelor’s degree and/or relevant work experience
• Minimum of 5 years of experience in the customer service field in a manufacturing environment, with direct customer interface required
• Ability to lead a high performing team
• Strong knowledge of ERP systems (Syteline experience is preferred)
• Strong teamwork, negotiation, and collaboration skills
• Excellent verbal and written communication skills
• Excellent computer skills to run multiple software applications, such as Excel, Word, PowerPoint, Notes, etc.
• Basic understating of the forging and related processes
• Strong analytical, problem‑solving, and organizational skills

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances.

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