Customer Service Manager

Customer Service Manager

The Customer Service Manager (CSM) will lead our customer service and estimating teams to ensure customer satisfaction and champion the continuous improvement of our customer service area. The CSM will be a trusted Customer Oriented Leader in a manufacturing environment with experience leading change management and working cross functionally with a high degree of autonomy.

Responsibilities:

Lead a High-Performing Team

• Inspire, coach, and develop a team of Customer Service Representatives and the estimating team to deliver best-in-class service and exceed performance goals.
• Set clear expectations, provide ongoing feedback, and create a culture of accountability, ownership, and continuous improvement.

Own the Customer Experience

• Serve as the critical link between our customers and internal teams, ensuring seamless communication, proactive problem-solving, and consistent follow-through.
• Manage the end-to-end customer journey—from order entry and estimating to delivery and inventory control—with a focus on speed, accuracy, and satisfaction.

Drive Cross-Functional Alignment

• Participate in daily production meetings and proactively share updates with relevant departments to ensure smooth operations and on-time delivery.
• Collaborate with Sales, Operations, and Supply Chain teams to align on forecasts, pricing, and performance targets.

Improve Systems and Processes

• Continuously evaluate and enhance customer service workflows, tools, and metrics to boost efficiency, responsiveness, and service quality.
• Manage customer accounts with precision, including pricing, specs, shipping, and inventory adjustments, while helping identify and implement process improvements.

Track Results and Make Data-Driven Decisions

• Monitor and report on key service metrics and customer satisfaction KPIs to drive insights and accountability.
• Support sales planning efforts with performance analysis, data-driven recommendations, and inventory planning.

Qualifications:

• Bachelor's degree required (Marketing, Business, or Communications preferred) or equivalent work experience.
• 5+ years of customer service or related experience in manufacturing.
• Experience managing people and driving performance in a fast-paced environment.
• Strong communication and interpersonal skills.
• Highly organized, self-motivated, and data-driven.
• Proficiency with Microsoft Word, Excel, and PowerPoint.
• Sheet Metal or Aerospace experience industry experience strongly preferred.

Physical Requirements:

• Work may be performed primarily in an office environment
• May require extended periods of sitting
• Requires sufficient personal mobility and physical reflexes, to permit the employee to function in a general office environment
• Must be able to work on multiple assignments, under moderate stress levels
• Travel required, as needed
• Reasonable accommodations may be made for individuals with disabilities

To conform to U.S. Government regulations, including the International Traffic in Arms Regulations (ITAR) you must be a U.S. citizen, lawful permanent resident of the U.S., protected individual as defined by 8 U.S.C. 1324b(a)(3), or eligible to obtain the required authorizations from the U.S. Department of State. Equal Opportunity Employer: Disability/Veteran