Customer Service Manager

We are seeking an experienced Customer Service Manager to lead our customer service team in a fast-paced manufacturing environment. This role is responsible for maintaining customer relationships, managing order fulfillment, resolving issues, and coordinating with Production, Engineering, Quality, and Sales to ensure customer satisfaction and on-time delivery.

Key Responsibilities

• Lead and train the customer service team.
• Manage customer inquiries, order entry, order tracking, and shipment updates.
• Maintain relationships with OEM customers, distributors, and key accounts.
• Coordinate with Production and Scheduling regarding lead times and delivery commitments.
• Resolve customer complaints, returns, and warranty claims.
• Work with Quality and Engineering to address product issues and improve processes.
• Monitor service performance and prepare reports on key metrics.

Qualifications

• 3–5 years of customer service leadership experience, preferably in manufacturing.
• Experience with ERP systems and order management.
• Knowledge of mechanical components or furniture hardware is a plus.
• Strong leadership, communication, organizational, and problem-solving skills.
• Ability to manage multiple priorities in a fast-paced environment.