Customer Service Manager

The Role: Lead and develop a high-performing customer service team within a manufacturing environment. You will bridge the gap between production and the customer, driving a culture of urgency, proactive problem-solving, and operational excellence. Key ResponsibilitiesTeam Leadership: Coach and develop a responsive, solution-oriented service team (6 reports.)Cross-Functional Liaison: Sync with Production, Planning, and Logistics to ensure order accuracy and on-time delivery.Operations Management: Oversee the full order lifecycle and develop SOPs to streamline manufacturing workflows.Systems & Data: Optimize CRM/SAP usage to track KPIs (on-time delivery, accuracy, response time) and identify process improvements.Strategic Alignment: Partner with executive leadership to support customer retention and business objectives.Escalation Management: Resolve complex issues regarding production delays or supply chain disruptions.Core CompetenciesManufacturing Acumen: Deep understanding of supply chain, logistics, and production scheduling.Leadership: Proven ability to build accountability and a "customer-first" culture.Process Optimization: Skilled in leveraging ERP/CRM systems (SAP preferred) to improve efficiency.Communication: Ability to influence cross-functional teams and executive stakeholders.RequirementsExperience: 5+ years in customer service leadership, specifically within the manufacturing or industrial sector.Education: Bachelor’s degree in Business, Supply Chain, or Operations preferred (or equivalent experience).Technical Skills: Proficiency in CRM systems required; SAP/ERP experience highly preferred.Expertise: Strong grasp of order management and data-driven process improvement.Soft Skills: Exceptional conflict resolution and the ability to thrive in a fast-paced environment.*This is on-site role 5 days a week.