Customer Service Manager

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Base pay range: $70,000.00/yr - $75,000.00/yr

• Lead, motivate, and mentor a team of customer service representatives.
• Set team goals, monitor performance, and provide regular feedback.
• Recruit, hire, and train customer service staff.
• Address and resolve team conflicts.

• Oversee the daily operations of the customer service department.
• Develop and implement customer service policies, procedures, and training programs.
• Ensure efficient and effective handling of customer inquiries, complaints, and issues.
• Manage customer service tools and CRM software.

• Build and maintain strong relationships with customers.
• Understand customer needs and expectations.
• Proactively identify and address potential customer issues.
• Implement customer retention strategies.

• Collect and analyze customer service data to identify areas for improvement.
• Develop and implement strategies to enhance customer satisfaction and loyalty.
• Monitor and evaluate customer service performance against established metrics.
• Stay updated on customer service trends and technologies.

• Collaborate with other departments (e.g., sales, marketing, production) to ensure a positive customer experience.
• Communicate customer feedback and issues to relevant stakeholders.
• Represent the customer service department in meetings and cross‑functional projects.

• Understand the manufacturing processes and products.
• Address issues related to product quality, delivery, and order processing.
• Work with plant and production managers to resolve job issues.
• Support Lean Manufacturing Initiatives.

Education:

Bachelor’s Degree, Technical Degree, or equivalent experience for the position.

• Five years of experience in an inside sales/customer service role for a manufacturing company is required.
• Two years of experience processing orders in a custom/made‑to‑order manufacturing environment is required.
• Must have experience working in an ERP and CRM database in the last five years of employment.
• Proficient with Microsoft Office Suite, web browsers (including web‑based applications), and ERP systems (Syteline preferred).
• Magnetic and/or metal manufacturing industry experience is a plus.
• Organized and detail‑oriented, capable of multi‑tasking.
• Excellent written and verbal communication skills, tactful and patient communication required.
• Commercially astute: ability to represent the company positively and use good judgment in communications.
• Entrepreneurial: helps identify solutions to challenges and improve customer‑management efficiency.
• Technical competence to understand the products we sell and their manufacturing methods.

• Standard work week is Monday through Friday, hours to be consistent with business unit; some off‑hours work expected.
• Generally working in Office with some activities in the production environment.
• Some day or overnight travel domestically may be required.

• Intermittent and long periods of sitting and/or standing may be required.
• Repetitive work with fingers and hands.
• Periodic lifting of materials not to exceed 25 pounds.

• Yes

Arnold Magnetic Technologies is an equal opportunity employer and does not discriminate on the basis of any legally protected status or characteristic. Minority/Female/Sexual Orientation/General Identity/Disability/Veteran

Seniority level:
Mid‑Senior level

Employment type:

Full‑time

Job function:
Other

Industries:
Mining

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