Customer Service Manager - Manufacturing

Customer Service Manager - Manufacturing

We are seeking an experienced Customer Service Manager to lead customer-facing operations within a manufacturing environment. This role is responsible for overseeing customer service workflows, managing account support teams, improving processes, and ensuring exceptional customer satisfaction through strong cross-functional coordination.

• Lead daily customer service activities including order entry, order updates, delivery coordination, inventory communication, and issue resolution.
• Maintain strong communication between customers, production, planning, shipping, and sales teams.
• Ensure customer inquiries are handled promptly, professionally, and accurately.
• Oversee customer portals, EDI orders, and documentation requirements.
• Manage revenue, profit, backlog, forecasting, trends, and emerging market activities.

• Supervise, train, and mentor Account Managers.
• Establish KPIs and conduct performance evaluations.
• Develop SOPs, training materials, and work instructions.
• Promote a culture of accountability, customer focus, and continuous improvement.

• Analyze workflows and implement improvements to reduce delays and errors.
• Coordinate with production planning to ensure accurate lead times and delivery commitments.
• Monitor order accuracy, backlog, and fulfillment performance.
• Support ISO 9001 and internal QMS customer communication requirements.

• Build and maintain strong customer relationships.
• Manage escalations and coordinate issue resolution across departments.
• Conduct customer satisfaction reviews and support corrective actions.
• Represent customer service in internal meetings and improvement initiatives.

• Track KPIs including on-time delivery, response time, order accuracy, and customer satisfaction.
• Prepare weekly and monthly leadership reports.
• Identify trends and recommend corrective or preventive actions.

• 5+ years of customer service experience in manufacturing or industrial environments.
• 2+ years of supervisory or leadership experience.
• Strong understanding of order management, production workflows, and logistics.
• Excellent communication, problem-solving, and conflict-resolution skills.
• ERP/MRP system experience (JobBOSS, Epicor, SAP, Oracle, etc).
• Ability to manage multiple priorities in a fast-paced environment.

• Experience with ISO 9001 or similar QMS systems.
• Background in machining, fabrication, assembly, or custom manufacturing.
• Familiarity with EDI transactions and customer portals.
• Lean manufacturing or continuous improvement experience.

• Customer Focus.
• Leadership & Coaching.
• Process Improvement.
• Cross-Functional Collaboration.
• Attention to Detail.
• Data-Driven Decision Making.
• Professional Communication.

• Office-based role within a manufacturing environment.
• Frequent collaboration with production, quality, engineering, and logistics teams.
• Occasional customer visits and vendor meetings.