Customer Service Manager

Triple Cities Metal Finishing is currently seeking an enthusiastic Customer Service and Planning Manager to help us maintain our high standards of customer satisfaction and operational efficiency. As a Customer Service and Planning Manager, you will play a crucial role in bridging the gap between our clients and production through a dynamic, hands-on approach. This hybrid role splits time between managing complex or high-priority customer inquiries and being actively present on the production floor to ensure accurate planning, staging, and material flow. Additionally, this role offers a fantastic opportunity to work alongside our Leadership Team, with a clear path for career advancement and professional growth.

About Us:

Triple Cities Metal Finishing provides a wide variety of surface finishing options to a multitude of industries including aerospace, agricultural, automotive, computer, electronics, household, industrial, medical, military, construction, and office parts. We are ISO 9001:2015, AS9100D & NADCAP Certified!

Since 1945, TCMF has made innovative, as well as necessary changes in the way we conduct everyday business. From advanced surface preparation to highly technical finishing processes, we can handle the smallest pieces to large parts over 30 feet long.

Our three shifts of skilled professionals in our 125,000 square foot facility have made us the vendor of choice for metal finishing for Northeastern United States. Whether it is electroplating, electroless plating, wet paint, or powder coat, we finish it right the first time!

Position Overview

• Customer Relations: Develop and maintain strong relationships with key customers, addressing their needs, planning requirements, and concerns promptly and effectively.


• Production Floor & Planning: Spend dedicated time daily on the production floor to monitor workflow, align scheduling with customer deadlines, and ensure seamless order execution.


• Material Staging & Forklift Operation: Safely operate a forklift to move, organize, and stage incoming parts and materials directly for line operators, optimizing throughput and reducing downtime.


• Process Improvement: Identify and implement process improvements across both customer service and production scheduling to enhance customer satisfaction and operational efficiency.


• Conflict Resolution: Handle escalated customer complaints and production planning conflicts, ensuring timely and satisfactory resolution.


• Reporting: Prepare and present regular reports on customer service metrics, scheduling trends, and areas for operational improvement.


• Collaboration: Work closely with sales, production, and quality control teams to ensure accurate planning and seamless customer experiences.


• Compliance: Ensure all customer service and floor activities comply with company policies, industry regulations, and safety standards.


• Safety: Maintain a clean and safe work environment, follow all safety guidelines and protocols, and operate material handling equipment responsibly.

Qualifications:

• Education:




• Bachelor's degree in Business Administration, Management, or a related field preferred.




• Experience:




• Relevant experience in metal finishing, manufacturing, or a related field is preferred.


• Proven Customer Service Management Experience required.


• Experience operating a forklift (certification or willingness to become certified on-site is required).




• Skills & Competencies:




• Attention to Detail: Keen eye for detail and accuracy.


• Communication: Excellent communication and interpersonal abilities. Positive attitude and a proactive approach to problem-solving.


• Problem-Solving: Ability to identify issues and recommend solutions in a professional way. Strong conflict resolution skills. Ability to work under pressure and handle challenging situations.


• Organization: Strong organizational and multitasking abilities.


• Technical Skills: Proficiency in customer service software and CRM systems.


• Physical Requirements: Ability to stand for extended periods and read technical documents and blueprints.


• Quality Standards: Ensure all products and parts meet stringent quality standards.

Total Compensation Package:

• Wage




• $62,500 - $70,000 per year.


• Compensation depends on the selected candidate's experience.




• Benefits - We recognize the value of a comprehensive benefits package and work vigorously to ensure our package meets the needs of our employees and their families. Eligible employees can elect and participate in variety of benefits including:
  
  
  
  • Paid Holidays
  
  
  • Paid Vacation / Sick Time
  
  
  • 401 (k) Retirement Plan with Company Match
  
  
  • Medical, Dental & Vision Insurance
  
  
  • Employee Assistance Program (EAP)
  
  
  • Health Savings Account (HSA)
  
  
  • Company Paid Life Insurance
  
  
  • Voluntary Insurance Benefits including Disability Insurance, Accident Insurance, Cancer Insurance, Critical Illness Insurance, Hospital Indemnity Insurance and Life Insurance
  
  
  • Free Fountain Soda Machine On-site!
  
  
  
  

Triple Cities Metal Finishing is an Equal Opportunity Employer. We provide equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.