Customer Service Manager

Position Overview

We are seeking an experienced and customer-focused Customer Service Manager to oversee customer service operations and ensure a high level of customer satisfaction throughout the production and distribution process. This role serves as the primary liaison between customers and internal teams, handling inquiries, resolving issues, and ensuring accurate and timely order fulfillment. The ideal candidate will have strong leadership abilities, ERP experience, and the ability to thrive in a fast-paced manufacturing environment.

Key Responsibilities

• Serve as the primary contact for customer inquiries related to billing, products, services, orders, and general concerns
• Manage accurate and efficient customer order entry processes
• Maintain professionalism and build positive customer relationships at all times
• Support business growth by identifying opportunities to promote products and services
• Utilize ERP systems to enter orders, create jobs, and track customer orders
• Coordinate with production scheduling and management to support production plans and delivery timelines
• Monitor open orders to ensure on-time delivery and communicate recovery plans when delays occur
• Troubleshoot delivery and scheduling issues while collaborating with production and planning teams
• Create packing slips, bills of lading, and coordinate outbound shipments and transportation
• Generate ASN documentation as required by customers
• Enter and update blanket order releases
• Provide leadership, guidance, and training to customer service team members
• Prepare weekly and monthly reports related to shipping, backlog, and sales activity
• Analyze reporting data and provide explanations as requested by management
• Maintain a 95% or higher on-time delivery performance
• Ensure prompt, professional, and friendly customer service across the department
• Escalate difficult customer or operational issues to management when necessary
• Perform additional duties as assigned

Qualifications

• Associate degree in a business-related field or equivalent customer service experience preferred
• Minimum of 5 years of customer service-related experience preferred
• Previous leadership or supervisory experience preferred
• Excellent verbal and written communication skills
• Strong organizational, problem-solving, and multitasking abilities
• Ability to prioritize tasks and manage time effectively in a fast-paced environment
• Proficient in Microsoft Office applications including Excel, Outlook, and Word
• Experience working with ERP systems required
• Ability to communicate effectively with customers, production teams, and internal departments
• Manufacturing industry experience preferred; rubber industry knowledge is a plus
• Ability to travel occasionally, up to 25%

Benefits

• Competitive compensation based on experience
• Career growth and advancement opportunities
• Comprehensive benefits package
• Team-oriented and collaborative work environment

Schedule

• Full-time
• Monday–Friday
• Additional hours as needed based on business demands

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