Customer Service Manager

Customer Service Manager

The Customer Service Manager ensures customer satisfaction by serving as the primary liaison between the company and its clients. This role is responsible for contract review, coordinating production scheduling, and maintaining open communication with internal teams to meet customer requirements for quality and delivery.

Essential Functions and Responsibilities:

• Conduct contract review on all incoming jobs to validate pricing and ensure compliance with specifications and purchase order (P/O) requirements.
• Serve as the main point of contact for customer phone calls, receiving transferred calls during normal business hours related to scheduling and general customer inquiries.
• Hold primary responsibility for managing scheduled customer calls and meetings to review work status and scheduling updates.
• Review and coordinate customer needs with the Production Manager or Supervisor to facilitate accurate and efficient production scheduling.
• Work with the Office Manager and Sales Team to resolve invoicing issues and escalate urgent matters as necessary.
• Collaborate with customers, internal departments, and support staff to achieve both team and company goals.
• Review job cards as part of the production release process, ensuring compliance with the most up-to-date specifications and requirements.
• Maintain, file, and update documents, blueprints, and quotes.
• Support quality-related activities and problem resolution as needed.
• Attend meetings, prepare reports and correspondence, and review mail as required.
• Provide valuable insights to upper management to aid in business decision-making.
• Act as a backup for invoicing, answering phone calls, and job card creation as needed.
• Generate production routers as a backup when required.
• Work with the Production Manager on order issues, returns, and other production-related matters.
• Perform similar or related work as required, directed, or as the situation dictates, and shall exercise any additional powers that are or may be legally conferred upon the position by the Director of Operations.

Requirements

Qualifications and Required/Preferred Skills:

• High school diploma/GED or equivalent supplemented by one years' experience in production operations.
• Reasonable knowledge of work methods, practices and procedures involved in a variety of maintenance and repair activities.
• Understand customer specifications and drawings.
• Proficient in Microsoft Office software to include Word, Excel, PowerPoint, Access, and Outlook required.
• Ability to use computers for data entry, word processing, spreadsheets, and custom applications.
• Excellent written and oral communication skills.
• Ability to work collaboratively with other staff, vendors, contractors and the public.
• Basic knowledge of production/product development in a manufacturing facility.
• Organized and detail-oriented with a strong level of accuracy and the ability to multi-task.
• Ability to prioritize and adhere to strict deadlines.
• High level of integrity; ability to handle confidential information.