Customer Services Manager

Core Competencies:

• Customer-Centric Mindset in a Production Environment
• Cross-Functional Collaboration (Production, Planning, Logistics)
• Strategic Thinking & Execution
• Team Leadership & Development
• Process Improvement & Systems Optimization
• Solution-Oriented Problem Solving
• Communication & Relationship Management
    

Work Environment & Expectations:

• Fast-paced manufacturing environment requiring coordination across multiple departments
• Regular interaction with executive leadership
• High level of accountability for order accuracy, delivery performance, and customer satisfaction
• Ability to manage competing priorities and respond quickly to production or supply chain changes

Success in This Role Looks Like:

A highly engaged, proactive, and solution-driven customer service team
Improved on-time delivery, order accuracy, and customer satisfaction metrics
Strong alignment between customer service, production, and business strategy
Increased customer trust through clear communication and reliable execution

• Lead, coach, and develop the customer service team to deliver responsive, accurate, and client-focused service in a manufacturing setting
• Foster a culture that prioritizes ownership, urgency, and solution-oriented outcomes for customers with production-critical needs
• Partner directly with the President to align customer service strategies with overall business and operational objectives
• Serve as the key liaison between customer service, production, planning, and logistics to ensure accurate order processing and on-time delivery
• Manage order lifecycle processes including order entry, scheduling coordination, status updates, and issue resolution
• Analyze customer interactions, order trends, and service metrics to identify process improvement opportunities
• Implement and optimize CRM systems to enhance customer visibility, communication, and service efficiency
• Utilize SAP (preferred) to support order management, inventory visibility, and cross-functional coordination
• Establish and monitor KPIs such as on-time delivery, order accuracy, response time, and customer satisfaction
• Develop and maintain standard operating procedures (SOPs) aligned with manufacturing workflows
• Act as escalation point for complex customer issues related to production delays, quality concerns, or supply disruptions
• Collaborate with sales, operations, quality, and supply chain teams to deliver a seamless customer experience
• Lead initiatives to improve customer retention, strengthen relationships, and support long-term business growth