Manager, Customer Service - manufacturing

Hudson, NHDescription:The Manager, Customer Service will direct and oversee the organizations customer service and order administration operations. This role is the primary interface between kSARIAs customers and the internal organization after a contract has been initiated. The Manager, Customer Service will effectively communicate the status of the contract to the customer from cradle to grave. This role will be responsible for gathering data from internal functional areas and presenting it to customers in the form of general updates, contract modifications, and customer data requests. Strict attention to detail and constant management of the open customer service task list is required to close out actions and ensure customer satisfaction.Position Profile:The Manager, Customer Service will champion the companys newly implemented customer service workflow systemField incoming customer requests for order and contract status and provide responses in a timely manner via written correspondence and telephone contact.Enter and oversee customer orders and confirm order receipt and delivery dates with customers which entails responses from internal organizations which must be managed with ferocity.Drafts, implements, and executes policies and procedures to facilitate a quality customer service experience.Establish performance metrics for the customer service teamManage various customer portals and monitor the portals for incoming ordersMonitor and complete all representations and certifications (reps & certs) required by our customersWork with all internal functional managers (from Production, Quality, and Engineering) to develop a cohesive response to customer requests for order status, order changes, and schedule expedites.Effectively manage the contract review and sign-off processRequirements:Ability to work independently and have highly professional verbal, writing and interpersonal skillsExceptional collaboration skillsExtremely tenacious and relentless to closeout customer required actions as effectively and expeditiously as possibleComfortable with exposure to highly confidential informationWilling, enthusiastic, and proactive in taking on tasks of any nature to balance the workload of others throughout the organization. Willingness to be the customers champion inside the organization.Strong Excel, Word, PowerPoint and Microsoft Office skillsWillingness to learn other software tools to continue to progress professionallyPrevious experience in a high-level Customer Success role is requiredHighly professional and mature attitudeExtremely organized with high attention to detailExperience with ERP systems in a manufacturing environment preferred (in particular, job shop or contract manufacturing experience).Experience and familiarity in US government contracting FAR requirements and business terms and conditions preferred.US Person required for DoD workCollege degree with a technical discipline or equivalent experience preferred.Limited travel required to sync up with other kSARIA divisions to ensure uniform customer experiences.Onsite positionNo relocation offeredkSARIA offers a comprehensive benefits package - PM19kSARIA is an Equal Opportunity Employer/Disabilities/VeteransPI8eb3d8fe0c4c-26289-40416035