Customer Service Manager

Gray’s Specialty Equipment segment offers a comprehensive range of expert services to design, manufacture, integrate, install, and maintain some of the most advanced systems on the market. The Specialty Equipment segment includes Anderson Dahlen, located in Ramsey, MN, and Waconia, MN. Anderson Dahlen delivers end-to-end equipment design-build and contract manufacturing, with precision fabrication – cutting, forming, machining, welding, finishing, and complex assemblies – backed by engineering, integration, and complete process solutions including skids and sanitary platforms tailored to customer applications. Anderson Dahlen is ISO 9001:2015 certified, as well as ASME, AWS, and PED compliant. 

Anderson Dahlen, Inc. is seeking a sharp, highly organized Customer Success Manager (CSM) to own and manage strategic customer relationships within our Pharma Business Unit, with a primary focus on bioprocessing accounts. Our key customers are large, sophisticated, Fortune 500 organizations operating at enterprise scale — with high expectations, fast-moving procurement cycles, and the resources to demand best-in-class supplier performance.

The ideal candidate brings firsthand experience working inside large pharma, contract manufacturing or CPG companies — in account management, procurement, supply chain— and understands exactly how enterprise organizations think, buy, and manage their supplier relationships. That inside perspective, paired with strong organizational skills and a proactive mindset, is what will make this person exceptional in this role.

This is not a passive account management role. You will be expected to stay ahead of our customers, not react to them.

The wage range for this role takes into account a wide range of factors that are considered in making compensation decisions, including but not limited to skill sets, experience and training, certifications, as well as other business and organizational needs. The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled. It is not typical for an individual to be hired at or near the top of the range for their role, and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is $120,000 to $140,000/annually. 

Our comprehensive health plan options, including medical, dental, and vision insurance, provide our team members with the tools they need for treatment, preventative care, exams, and prescriptions.  ADI’s life, disability, and supplemental insurance options provide peace of mind and support to rely on in challenging times. Our team members overseas are offered private health insurance, life insurance, and an employee assistance program (EAP). 

Visa Sponsorship: This role is not eligible for visa sponsorship. 

MAJOR AREAS OF ACCOUNTABILITY:

Account Ownership

• Serve as the single point of contact and escalation for key Pharma BU accounts across all active programs and inquiries.
• Build and maintain strong, professional relationships at multiple levels within customer organizations — spanning procurement, project management, and operations leadership.
• Leverage your understanding of how large enterprise organizations operate to anticipate customer needs and navigate their internal processes effectively.
• Understanding, negotiating, and managing customer contracts.

Quoting & Order Management

• Manage the full lifecycle of quotes, purchase orders, change orders, and delivery commitments.
• Ensure quotes are accurate, competitive, and submitted on time — meeting or exceeding customer expectations for responsiveness.
• Track and report order status proactively, flagging risks to both customers and ADI leadership before they escalate.
• Manage the rules of engagement with the customer – driving them to an operational model that sets both ADI and the customer for a win-win.

Internal Coordination

• Partner closely with ADI’s engineering, production, and procurement teams to align internal resources with customer program requirements and timelines.
• Translate customer expectations into clear, actionable internal commitments — and hold teams accountable to them.
• Communicate clearly and confidently on schedule updates, scope changes, and technical developments.

Issue Resolution & Escalation Management

• Act as the first line of defense when customers raise concerns, quality issues, or escalations — responding with urgency, professionalism, and a clear resolution plan.
• De-escalate difficult situations while protecting ADI’s operational integrity and long-term customer relationships.

Account Growth

• Identify opportunities to expand ADI’s footprint within existing accounts through new programs, product lines, or facility relationships.
• Collaborate with the Pharma BU Leader on strategic account planning and revenue forecasting.

QUALIFICATIONS FOR ENTRY:

• 5+ years working inside a large pharma, bioprocessing, life sciences, or CPG company — in an account management, procurement, and supply chain. 
• Experience may come from equipment or instrumentation suppliers, CDMOs, contract manufacturers, engineering services firms, or directly from within a pharma/biotech commercial or supply chain organization.
• Deep familiarity with how Fortune 500 enterprises source, evaluate, and manage suppliers
• Experience with cross-functional coordination or supplier-facing responsibilities within your role is a strong plus.

Skills & Traits

• Exceptionally organized — capable of tracking dozens of open items simultaneously without dropping the ball.
• Strong communicator, both written and verbal, with a professional presence that holds up under pressure from sophisticated enterprise customers.
• Understands enterprise procurement dynamics from the inside — knows what makes a supplier easy or hard to work with and uses that knowledge to ADI’s advantage.
• Assertive enough to push back internally and externally when needed, with diplomacy to do it well.
• Proactive by nature — you send the update before the customer asks for it.
• High emotional intelligence; able to read the room with demanding, resource-rich customers who expect a best-in-class experience.

Technical Aptitude

• Comfortable engaging with technical scope documents, specifications, and drawings related to custom-fabricated stainless-steel equipment.
• Familiarity with bioreactors or bioprocessing equipment is a plus, though not required — we will invest in building that knowledge.

PHYSICAL REQUIREMENTS:

The company fosters a manufacturing-type environment. This position will primarily involve operating a computer at a desk in an office environment. 

• Lift/Carry-0-10 lbs.- Occasionally, 11-50 lbs.- Never, 51-100 lbs.- Never
• Push/Pull-0-25 lbs.- Occasionally, 26-75 lbs.- Never, 76-100 lbs.- Never
• Bend- 0-33% during an 8-hour shift
• Twist/Turn- 0-33% during an 8-hour shift
• Kneel/Squat- Not at all
• Sit- 67-100% during an 8-hour shift.
• Stand/Walk- 0-33% during an 8-hour shift
• Overhead Reaching- 0-33% during an 8-hour shift
• Ladder/Stair- 0-33% during an 8-hour shift

EEO DISCLAIMER:

Gray is proud to be an Equal Opportunity Employer and welcomes everyone to apply. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, or protected veteran status and will not be discriminated against on the basis of disability.