Customer Service Manager

Sales Customer Service Manager

Location: Concord, NC

Kanthal, part of the Alleima Group, is a world-leading brand for products and services in industrial heating technology and resistance Material. In this exciting role, you will be part of a new team built from scratch, combining deep internal expertise with fresh external perspectives to meet evolving business needs.

As Sales Customer Service Manager
, you will lead and support customer service operations while collaborating closely with the sales team to drive performance and satisfaction.

Key responsibilities include:

• Provide post-sale customer service via phone and E-Mail, handling high volumes of general inquiries (e.g., billing, suggestions, complaints)
• Support the sales team in achieving objectives and improving efficiency and customer satisfaction
• Manage escalations of unresolved customer inquiries and share market intelligence with product and sales teams
• Plan, direct, supervise, and evaluate workflow, recommending operational improvements
• Make hiring decisions and conduct performance appraisals
• Ensure the customer service team operates effectively and meets sales and profitability targets
• Maintain compliance with local legislative frameworks

You bring a strong customer-centric mindset and leadership experience. Ideally, you have:

• A bachelor’s degree in business, communications, or a related field
• 5+ years of experience in customer service or sales support, preferably in industrial or technical sectors
• Experience managing teams and improving operational processes
• Fluency in English; additional languages are a plus
• Strong interpersonal, problem-solving, organizational, leadership, and communication skills

• A supportive and inclusive work environment where every individual is valued
• Opportunities for growth and development within an industry that never stands still
• Competitive salary and benefits package, including:
  • Hourly or annual pay options
  • Sign-on and relocation bonuses
  • PTO aligned with Alleima policy
  • Internet and cell phone allowances
  • Sales commission plans
  • 401(k) employer contributions
  • Performance-based bonuses
  • Tuition reimbursement
• Flexible office options, including the possibility to work from home
• A commitment to safety and a zero-accident environment

This position is based in Concord, North Carolina, USA
. Travel may be required depending on business needs.

Kanthal is an Alleima company and a world-leading brand for products and services in industrial heating technology and resistance Material. Backed by our skilled people and pioneering technology, every innovative solution is a creative partnership with our customers. With a strong commitment to reducing climate impact, we support some of the world’s largest and most exciting projects.

🔗 Learn more at  and