Manufacturing Customer Support Manager

Work Environment: Manufacturing/Industrial

Schedule: Full-Time | On-Site

We are seeking an experienced Customer Experience & Operations Manager to lead customer service and account support activities within a fast-paced manufacturing operation. This position oversees order management, delivery coordination, customer communication, and issue resolution while managing and developing a team of Account Managers.

The ideal candidate understands how customer service connects with production, planning, inventory, shipping, quality, and sales. This role requires strong leadership, organization, and the ability to improve processes while maintaining excellent customer relationships.

• Oversee daily customer service and account management operations.
• Manage order entry, order updates, delivery schedules, and customer requests.
• Coordinate with production, planning, shipping, quality, and sales departments.
• Ensure customers receive accurate information regarding inventory, lead times, and order status.
• Monitor customer portals, EDI transactions, and required documentation.
• Review backlog, forecasts, revenue, profitability, and customer trends.
• Handle escalated customer concerns and coordinate timely resolutions.
• Build and maintain strong relationships with key customer accounts.
• Supervise, train, coach, and evaluate Account Managers.
• Establish team goals and track performance using measurable KPIs.
• Develop SOPs, work instructions, and employee training materials.
• Identify workflow issues and implement improvements to reduce errors and delays.
• Support ISO 9001 and internal Quality Management System requirements.
• Track on-time delivery, response time, order accuracy, and customer satisfaction.
• Prepare weekly and monthly reports for company leadership.
• Participate in customer reviews, corrective actions, and continuous improvement initiatives.

• Five or more years of customer service experience in manufacturing or an industrial setting.
• At least two years of leadership or supervisory experience.
• Knowledge of order management, production processes, inventory, and logistics.
• Experience using an ERP/MRP system such as SAP, Oracle, Epicor, or JobBOSS.
• Strong communication, leadership, conflict-resolution, and problem-solving skills.
• Ability to manage competing priorities in a fast-paced environment.
• Proficiency with basic computer programs and performance reporting.

• Experience with ISO 9001 or another Quality Management System.
• Background in machining, fabrication, assembly, or custom manufacturing.
• Familiarity with EDI orders and customer portals.
• Lean manufacturing or continuous improvement experience.

• Office-based position within a manufacturing facility.
• Regular interaction with production, engineering, quality, shipping, and logistics teams.
• Occasional customer visits or vendor meetings may be required.