Customer Service Manager

We are seeking a results-driven Customer Service Manager to lead a team in a fast-paced manufacturing environment. This role is critical to building strong customer relationships, driving revenue through quoting and order management, and managing key accounts to ensure long-term growth and satisfaction. Success requires close collaboration with production, engineering, and supply chain teams to deliver accurate pricing, on-time delivery, and a world-class customer experience.

• Lead, coach, and develop a team of professionals managing quotes, orders, and customer accounts
• Serve as the primary point of contact for strategic manufacturing customers and drive revenue growth within key accounts
• Build strong, long-term relationships with customers to understand their business needs, forecasts, and technical requirements
• Identify opportunities to expand business within existing accounts
• Manage the full inside sales cycle: RFQs, quoting, pricing, order entry, and follow-up
• Collaborate closely with production, engineering, and supply chain teams to ensure product specifications, availability, and delivery timelines meet customer expectations
• Work with outside sales on account strategies, pricing agreements, and customer visits as needed
• Monitor sales pipeline, order backlog, and flow to ensure alignment with production capacity
• Analyze account performance, sales metrics, and margin trends to drive profitability and retention
• Maintain accurate CRM and ERP records for forecasts, order status, and account activity
• Standardize quoting processes, pricing strategies, and sales procedures to improve efficiency and consistency
• Resolve escalated customer issues related to orders, delivery, or product specifications
• Recruit, train, and onboard new inside sales team members
• Support additional projects and initiatives as needed

• Bachelor’s degree in Business, Engineering, or a related field (or equivalent experience)
• 5+ years of customer service experience in a manufacturing environment
• 2+ years of leadership or supervisory experience
• Proven track record managing and growing key customer accounts
• Strong understanding of manufacturing processes, production planning, and supply chain operations
• Experience with ERP systems and CRM platforms
• Ability to read and interpret technical drawings, product specifications, or configurations (preferred)