Customer Service Supervisor

Position Title: Customer Service ManagerReports To: Plant ManagerLocation: Thomaston, CTLast Day Revised: March 6, 2026POSITION SUMMARYThe Customer Service Manager provides management oversight of the Customer Service Representatives responsible for specific accounts and categories of business supporting the two businesses for the Connecticut Campus. The manager leads in a cross-functional environment to drive successes and achieve results through empowerment of the team. Responsibilities include ensuring that accounts representatives meet performance measures, providing sound business decisions to meet/exceed customer needs, coaching and developing relationships, and driving continuous improvement. The manager resolves customer requirements from inquiry throughout the entire revenue cycle, establishes project plans and timelines, coordinates deliverables, and balances internal capabilities and customer expectations. The role negotiates inventory transactions, analyzes forecasts, addresses supply issues, and directs new sales opportunities. The manager leads initiatives that resolve customer issues, enabling Sales to focus on growth, and ensures integration of all internal touch points across manufacturing, scheduling, logistics, labs, marketing, sales, samples, and finance. The manager connects commercial and operations to balance internal and external needs and works with all organizational levels, including executive leadership, to challenge and lead change.J-18808-Ljbffr