Manager, Customer Service (ID: 1199

Salary Range

$100,000 - $120,000 a year

Narda MITEQ is dedicated to recruiting and developing diverse, high‑performing talent who are passionate about their work. Our employees are unified in a shared dedication to our customers’ mission and quest for professional growth. Narda MITEQ provides an inclusive, engaging environment designed to empower employees and promote work‑life success. Fundamental to our culture is an unwavering focus on values, dedication to our communities, and commitment to excellence in everything we do.

The following statements describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all essential functions, duties and skills required of personnel so classified. Management retains the discretion to add or change the duties at any time.

This is an opportunity to drive process improvement and to be an agent of change, while simultaneously managing and mentoring an inside customer service team of a multi‑million‑dollar electronics manufacturing business. Under limited direction, the candidate will be responsible for the supervision and guidance of a multi‑functional inside sales/customer service team. The position requires leadership ability, cross‑functional communications, problem‑solving skills and the willingness to challenge norms to seek ways to improve the functioning of the department and the overall business.

• Provides supervision, direction, and training of subordinate staff in sales administration.
• Confers with Regional Sales Managers and Product Line Managers to resolve problems with sales orders or customer service.
• Provides direct support to both domestic and international customers.
• Responsible for creation, maintenance, and achievement of KPIs for quoting, order entry and customer service teams.
• Coordinates with Operations to expedite orders and resolve customer service problems.
• Manages and maintains contract renewal status with sales partners and representatives.
• Oversees the work activities of customer service representatives to ensure optimum results from customer requests and opportunities.
• Responsible for directing and coordinating the processing of sales orders.
• Seeks opportunities to modify sales administration processes for improved efficiency and effectiveness; leads change management when appropriate.
• Performs day‑to‑day problem solving.
• Maintains customer portals to address issues impacting Supplier Score Cards.
• Partners with Operations, Quality, and Global Trade Compliance to identify and resolve issues that impact order fulfillment and customer satisfaction.
• Participates in development of and is responsible for attainment of annual budget and resource plan.
• Leads, directs, and reviews the work of direct reports who exercise latitude and independence in their assignments.
• Manages team to appropriately determine ultimate end‑user compliance with export regulations for new orders.

• Bachelor’s Degree and minimum nine years of prior related experience or graduate degree with a minimum of seven years of prior related experience, supervising sales and/or customer service staff, preferably within a high‑tech manufacturing defense industry environment.
• Intermediate or higher Microsoft Office skills and the ability to learn and acquire high‑level proficiency with job‑specific software applications.
• Excellent communication skills with the ability to exchange information and interface effectively with employees and customers clearly and concisely.
• Ability to work with international customers and sensitivity to unique requirements they may have.
• Good skill level in working cross‑functionally.
• Strong attention to detail.
• Highly responsive to customer requests and inquiries.
• Experience working in defense or aerospace companies serving both domestic and international customers.
• Management and leadership knowledge in the job area and comprehensive knowledge within the professional discipline.
• Ability to communicate with leadership regarding matters of importance to the function or business area. May conduct briefings with senior leaders.

Many positions require the ability…