Customer Service Manager-Concord-North Carolina

Customer Service Manager-Concord-North Carolina

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.

• 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

• 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.

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