Customer Service Manager

Applied Laboratories is seeking an experienced Customer Service Manager to lead our Customer Service team and oversee the effective management of customer accounts from order receipt through delivery. This role combines people leadership, customer relationship management, order execution, and cross-functional coordination within a fast-paced manufacturing environment.

The Customer Service Manager will lead and develop the Customer Service team, provide escalation support for complex customer and supply issues, and partner closely with Planning, Purchasing, Production, Quality, Logistics, and Engineering. The ideal candidate is a strong people leader who understands how customer commitments connect to manufacturing capacity, inventory, logistics, and overall supply chain execution.

• Lead, coach, and develop the Customer Service team, including account assignments, workload prioritization, training, cross-training, and coverage.
• Establish clear expectations, procedures, and standard work to support consistent customer service execution, documentation, and communication.
• Oversee customer accounts, including purchase orders, forecasts, open orders, fulfillment, inventory requirements, and customer requests.
• Serve as the escalation point for customer concerns, supply constraints, service issues, and other complex account matters.
• Build and maintain strong customer relationships through meetings, business reviews, customer visits, and audits.
• Ensure customers receive proactive and accurate communication regarding order status, delays, risks, and commitments.
• Partner with Planning, Purchasing, Production, Quality, Logistics, and Engineering to align customer demand with material availability, inventory, production timing, and shipments.
• Conduct demand analysis and production-line capacity assessments and support forecasting reviews.
• Track batch records through review and release to support timely shipment of finished goods.
• Oversee shipping activities and help resolve logistics and transportation issues affecting customer orders.
• Oversee customer reporting, including open-order, inventory, and liability reports.
• Monitor excess or obsolete inventory and coordinate disposition needs.
• Oversee customer-initiated engineering changes, new product launches, and customer onboarding activities.
• Coordinate specifications, artwork, packaging, certificates, regulatory documents, bills of material, approvals, and shipping documentation.
• Maintain accurate customer and account information within ERP, CRM, and customer portal systems.
• Establish, maintain, and communicate product pricing and review applicable charges and production invoices for accuracy.
• Support accounts receivable efforts by helping resolve past-due customer balances with internal stakeholders.
• Analyze service trends and root causes to identify opportunities for process improvement.
• Partner with the Director of Supply Chain and Customer Service on priorities, reporting, projects, and continuous improvement initiatives.
• Perform other duties as assigned.

• Bachelor's degree in Business, Supply Chain, Communications, or a related field preferred. An equivalent combination of education and relevant experience may be considered.
• Five or more years of experience in customer service, account management, order management, or supply chain coordination.
• Previous experience leading, supervising, or directing employees required.
• Manufacturing, contract manufacturing, pharmaceutical, OTC, cosmetic, or other regulated-industry experience strongly preferred.
• Demonstrated ability to lead and develop employees, establish priorities, manage workloads, and provide effective coaching and direction.
• Experience managing complex customer accounts and resolving order, inventory, supply, or service-related issues.
• Working knowledge of manufacturing processes, inventory management, order fulfillment, logistics, and supply chain operations.
• ERP experience and proficiency with Excel, Outlook, Word, Teams, and Microsoft 365 applications required.
• CRM and customer portal experience preferred.
• Strong leadership, customer relationship, written and verbal communication, organizational, analytical, problem-solving, and decision-making skills.
• Ability to communicate difficult or time-sensitive information professionally and effectively.
• Ability to manage competing priorities, coordinate cross-functional solutions, analyze reports, identify discrepancies, and maintain accuracy and…