Customer Service Manager

The Customer Service Manager is responsible for leading and developing a high-performing customer service team within a manufacturing environment. This role will drive a culture centered on proactive problem-solving, solution-based interactions, and a deep understanding of customer production needs, order fulfillment, and supply chain dynamics. The ideal candidate brings strong CRM expertise, with SAP experience preferred, and the ability to align customer service operations with manufacturing processes and executive leadership priorities. 

Key Responsibilities:

• Lead, coach, and develop the customer service team to deliver responsive, accurate, and client-focused service in a manufacturing setting
• Foster a culture that prioritizes ownership, urgency, and solution-oriented outcomes for customers with production-critical needs
• Partner directly with the President to align customer service strategies with overall business and operational objectives
• Serve as the key liaison between customer service, production, planning, and logistics to ensure accurate order processing and on-time delivery
• Manage order lifecycle processes including order entry, scheduling coordination, status updates, and issue resolution
• Analyze customer interactions, order trends, and service metrics to identify process improvement opportunities
• Implement and optimize CRM systems to enhance customer visibility, communication, and service efficiency
• Utilize SAP (preferred) to support order management, inventory visibility, and cross-functional coordination
• Establish and monitor KPIs such as on-time delivery, order accuracy, response time, and customer      satisfaction
• Develop and maintain standard operating procedures (SOPs) aligned with manufacturing workflows
• Act as escalation point for complex customer issues related to production delays, quality concerns, or supply disruptions
• Collaborate with sales, operations, quality, and supply chain teams to deliver a seamless customer experience
• Lead initiatives to improve customer retention, strengthen relationships, and support long-term business growth

Core Competencies:

• Customer-Centric Mindset in a Production Environment
• Cross-Functional Collaboration (Production, Planning, Logistics)
• Strategic Thinking & Execution
• Team Leadership & Development
• Process Improvement & Systems Optimization
• Solution-Oriented Problem Solving
• Communication & Relationship Management

Work Environment & Expectations:

• Fast-paced manufacturing environment requiring coordination across multiple departments
• Regular interaction with executive leadership
• High level of accountability for order accuracy, delivery performance, and customer satisfaction
• Ability to manage competing priorities and respond quickly to production or supply chain changes

Success in This Role Looks Like:

• A highly engaged, proactive, and solution-driven customer service team
• Improved on-time delivery, order accuracy, and customer satisfaction metrics
• Strong alignment between customer service, production, and business strategy
• Increased customer trust through clear communication and reliable execution

• Bachelor’s degree in Business Administration, Supply Chain, Operations, or related field preferred but not required (or equivalent experience)
• 5+ years of experience in customer service leadership, preferably within manufacturing or industrial environments
• Proven experience with CRM systems (required)
• Experience with SAP or similar ERP systems in a manufacturing setting (preferred)
• Strong understanding of order management, production scheduling, and supply chain processes
• Demonstrated leadership, coaching, and team development skills
• Excellent communication, problem-solving, and conflict resolution abilities
• Data-driven mindset with the ability to analyze metrics and implement process improvements
• Ability to work closely with executive leadership and influence strategic decisions
• Experience managing customer expectations in environments with variable lead times or custom production