Customer Service Manager

The Customer Service Manager plays a vital role in ensuring operational excellence within the Customer Service team. This leader will optimize processes, support internal and external stakeholders, and champion a customer focused culture aligned with the company’s commitment to quality and performance.

PRINCIPLE RESPONSIBILITIES:

• Provide day to day leadership, guidance, and coaching for the Customer Care team.
• Manage workload, team capacity, and prioritization to meet service and responsiveness expectations.
• Ensure Salesforce is consistently and effectively used for case management, customer contact documentation, visibility, and reporting.Address and resolve escalated customer inquiries involving technical, commercial, or order related issues.
• Partner closely with Sales to support customer opportunities, product selection, quoting, and overall customer engagement.
• Drive a sales oriented mindset within Customer Care, focusing on responsiveness, solution based communication, and customer relationship building.
• Support customer order management, including monitoring order status, coordinating expedites, and resolving issues with Production, Planning, Engineering, and Sales.
• Identify and implement process improvements to strengthen customer experience, reduce internal inefficiencies, and enhance workflow clarity.
• Create, update, and maintain all Customer Care work instructions and documentation.
• Lead cross functional problem solving using root cause analysis and structured corrective action processes.
• Support the creation and monitoring of KPIs, dashboards, and data driven service improvements.
• Promote collaboration across internal teams including Manufacturing, Engineering, Operations, and Sales.

CRITICAL FACTORS FOR SUCCESS

• Demonstrated leadership capability with a focus on coaching and engagement.
• Strong analytical mindset with ability to identify root cause and drive corrective actions.
• Sales oriented mindset with focus on customer relationship building, responsiveness, and service driven growth.
• Ability to navigate and improve complex workflows; comfortable working within a manufacturing environment where products span pressure, temperature, level, and flow instrumentation.
• Clear, professional, and effective communication with customers and internal partners.
• Strong ownership, follow through, and ability to manage competing priorities.
• Continuous improvement mindset with willingness to identify and implement process enhancements.
• Ability to de-escalate conflict and resolve issues with diplomacy and accuracy.

PROFESSIONAL EXPERIENCE / SKILLS & QUALIFICATIONS:

• Bachelors degree in a technical field such as Engineering, or a non technical bachelors degree with at least 3 years of relevant technical experience.
• Preferred experience: 3–5 years in customer service, technical support, sales support, or customer operations within a manufacturing, industrial, or technical product environment.
• Strong leadership aptitude with the potential to successfully transition into formal people management.
• Problem solving and root cause analysis capabilities.
• Basic understanding of manufacturing workflow including lead times, discounts, credits, and related processes.
• Clear and professionally written and verbal communication skills for internal and external audiences.
• Salesforce expertise required; proficiency with ERP systems such as QAD desirable.
• Data analysis and reporting, including KPI development, root cause analysis, and logical problem solving.
• Ability to collaborate cross functionally with understanding of manufacturing operations.
• Process improvement and continuous improvement mindset.
• Conflict resolution and internal escalation management.
• General knowledge of EDI, data entry, credits, quotes, discounts, returns, and related transactions.
• Some general technical understanding of controls and instrumentation including pressure switches, transducers, valves, and level and temperature devices.
• Proficient in Microsoft Office.

Salary range: $100,000 to $110,000 with 10% bonus potential.

This description has been designed to indicate the general nature and level of work being performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

Crane Company. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, gender, sexual orientation, general identity, national origin, disability or veteran status.