Industrial Customer Service Manager

Due to the nature of our business and a heavy industrial market, Bodycote deems this position to be safety sensitive.

The Customer Service Manager is responsible for translating customer demand into an executable production and delivery plan while balancing customer requirements, available capacity, machine utilization, and operational priorities. This role serves as a key link between customers and operations, with accountability for reliable delivery and effective utilization of available resources. The position works with minimal supervision and within established guidelines as set by the Customer Supply Chain Manager.

The primary duties consist of, but are not limited to the following:

• Review customer demand, forecasts, orders, and changing requirements to establish priorities and delivery commitments.
• Interface directly with customers and internal stakeholders to communicate schedules, resolve constraints, and manage delivery expectations.
• Develop and maintain production schedules that align customer demand with available capacity, materials, equipment, and labor.
• Leverages production department’s reporting and analysis of capacity, machine utilization, bottlenecks, and constraints to identify risks and opportunities for improved delivery performance.
• Balance customer priorities and delivery commitments against operational capacity, making recommendations when demand exceeds available resources.
• Monitor schedule adherence, on-time delivery, and other key planning and customer service metrics.
• Proactively identify potential delivery risks and coordinate corrective actions across Customer Service, Production, Engineering, Maintenance, and Supply Chain.
• Continuously evaluate planning processes and capacity / resource utilization metrics to improve business responsiveness and customer service.
• Provide leadership with visibility into demand, capacity, utilization, delivery risks, and future resource requirements in conjunction with production leadership.
• Drive accountability for execution of the agreed production and delivery plan.
• Takes an active role and provides full support implementing and promoting the site 6S initiatives, taking full ownership of his/her area(s) of responsibility and driving compliance to established standards.
• Performs other duties as dictated by position or required by the Customer Supply Chain Manager.
• Must have the ability to report for work on time, follow directions, interact effectively with co-workers, understand, and follow rules and procedures and accept constructive criticism.
• May have access to proprietary and third-party information necessary to the business and as such will perform duties in an ethical and professional manner.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Bachelor's degree in Supply Chain Management, Operations Management, Industrial Engineering, Business, or a related field.
• An equivalent combination of education and substantial relevant manufacturing/planning experience may be considered in lieu of a bachelor's degree.
• 5+ years of progressive experience in manufacturing, production planning, supply chain, scheduling, customer service, or operations.
• Demonstrated experience in production planning and scheduling, including balancing customer demand with available manufacturing capacity.
• Demonstrated experience with capacity planning, resource utilization, and identifying production constraints or…