Customer Service Manager

Ener Sys Advanced Systems (EAS) is a specialized division of Ener Sys‑a global leader in stored energy solutions for industrial applications. EAS focuses on cutting‑edge energy solutions for the aerospace, defense, and medical industries
. As we continue to grow, we’re looking for individuals who share a passion for these industries and want to be part of an innovative, dynamic team.

Certain positions at Ener Sys Advanced Systems require access to information or technology that is subject to the International Traffic in Arms Regulations (ITAR) and other U.S. government security regulations. Candidates for these positions should be a “U.S. Person” under ITAR (U.S. citizen, lawful permanent resident, or a refugee/asylee) and/or otherwise comply with ITAR requirements for access rights to be considered for a position.

• Generous Time Off – 3+ weeks of paid time off, plus 11 paid holidays
• Comprehensive Benefits – Medical, dental, and vision coverage for employees and dependents at a discounted rate
• Financial & Career Growth – Life insurance, short‑term disability, educational reimbursement, flexible spending accounts, and an employee stock purchase plan
• 401(k) Matching – 100% match at a 6% contribution level
• Innovative Culture – We value excellence, teamwork, and long‑term relationships with stakeholders, colleagues, and customers. Through innovative technology and ongoing training, we invest in our employees' skills and career development.

At EAS, we don’t just build batteries – we power systems and devices that protect not only individual citizens but communities across the world.

If you’re excited about working in an innovative, fast‑paced, high‑tech environment, where your contributions make a real impact, we’d love to hear from you!

The Customer Service Manager provides strategic leadership for the customer service function, ensuring a best‑in‑class customer experience for defense, government, and commercial customers. This role is responsible for overseeing customer support operations, order management, customer satisfaction, complaint resolution, and service performance while establishing processes and performance metrics that drive operational excellence. The Customer Service Manager collaborates with Business Development, Sales, Program Management, Operations, and other internal teams to enhance customer relationships, improve service delivery, and support organizational growth through effective communication, continuous improvement, and customer‑focused solutions.

• Lead the day‑to‑day customer service function, ensuring exceptional support for defense, government, and commercial customers while maintaining high levels of customer satisfaction.
• Oversee customer quotations, order processing, returns, and customer communications to ensure accuracy, responsiveness, and timely fulfillment.
• Partner with Business Development, Sales, Program Management, Operations, and other cross‑functional teams to align priorities, resolve issues, and support business objectives.
• Develop and maintain strong customer relationships by serving as a key point of contact for escalated issues and ensuring timely resolution.
• Establish, monitor, and report customer service key performance indicators (KPIs), providing recommendations to improve service levels, operational efficiency, and customer satisfaction.
• Manage the customer complaint process, ensuring investigations and documentation are completed in accordance with ISO quality management procedures.
• Oversee the administration, documentation, and analysis of annual customer satisfaction surveys, identifying opportunities for continuous improvement.
• Support assigned customer accounts by managing forecasting, quotations, order management, and ongoing sales support activities.
• Ensure the accuracy and integrity of customer, sales, and order information maintained within ERP, CRM, and other business systems.
• Drive continuous improvement initiatives by evaluating customer service processes, identifying opportunities to increase efficiency, and implementing best practices.
• Collaborate with leadership to support strategic…