Customer Service Manager

The Customer Service Manager is responsible for overseeing all levels of customer interaction within the origination and to manage and facilitate the Customer Relations Specialists. This position requires in-depth knowledge of internal processes, services, and products in order to provide exceptional service, and resolve issues and customer escalations. A candidate for the Customer Service Manager position will be an influential and independent functioning 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.

• 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)
• Excellent computer skills to run multiple software applications, such as Excel, Word, PowerPoint, Notes, etc.
• Basic understating of the forging and related processes