(CONFIDENTIAL) Manager of Customer Service
Location: Hauppauge, NY (On-Site)
Salary: $100,000 - $120,000 annually
Overview:
A well-established, high-technology manufacturing organization is seeking a Manager, Customer Service to lead and enhance its customer-facing operations. The company develops advanced electronic components and integrated systems for demanding applications across land, sea, air, and space environments, serving both commercial and defense customers globally.
The organization is committed to fostering a diverse, high-performing workforce in an inclusive and engaging environment that supports professional growth and work-life balance.
Role Summary:
This role offers the opportunity to drive process improvements and serve as a change agent while leading and mentoring an inside sales/customer service team within a multi-million-dollar electronics manufacturing business.
Reporting with limited direction, the Manager will oversee a cross-functional Customer Service and Inside Sales team. This position requires strong leadership, collaboration, and problem-solving skills, along with a proactive mindset to challenge existing processes and implement improvements.
The role includes direct interaction with internal stakeholders and customers to influence policies, resolve issues, and ensure compliance with contractual and regulatory requirements.
Key Responsibilities:
Leadership & Team Management
- Supervise, mentor, and develop customer service and sales administration staff
- Lead, direct, and review the work of team members with varying levels of independence
- Establish and monitor KPIs for quoting, order entry, and customer service performance
Customer & Sales Support
- Provide direct support to domestic and international customers
- Collaborate with Regional Sales Managers and Product Line Managers to resolve order and service issues
- Oversee sales order processing and ensure optimal outcomes for customer requests
- Maintain customer portals and support supplier scorecard performance
Operations & Cross-Functional Collaboration
- Partner with Operations to expedite orders and address service challenges
- Work closely with Quality and Trade Compliance teams to resolve fulfillment issues
- Coordinate internal teams to meet customer requirements and delivery commitments
Process Improvement & Strategy
- Identify opportunities to improve sales administration processes and lead change initiatives
- Support development and execution of budget and resource planning
- Manage contract renewals and relationships with sales partners and representatives
Compliance & Contract Management
- Review terms and conditions (T&Cs) and Federal Acquisition Regulation (FAR) clauses for compliance
- Ensure alignment with requirements related to quality, pricing, delivery, and packaging
- Determine organizational ability to meet customer requirements
- Support compliance with export regulations and end-user requirements
Problem Solving & Communication
- Resolve production, shipping, invoicing, and contract-related issues
- Communicate effectively across all levels of the organization and with external customers
- Influence stakeholders and negotiate solutions, including addressing contract non-compliance
Qualifications:
- Bachelor's degree with 9+ years of relevant experience OR Graduate degree with 7+ years of experience
- Prior experience leading customer service and/or inside sales teams
- Background in high-tech manufacturing, preferably within defense or aerospace environments
- Strong Microsoft Office skills and ability to learn specialized systems
- Excellent communication and interpersonal skills
- Ability to work effectively with international customers and cross-functional teams
- Strong attention to detail and customer responsiveness
- Proven leadership and management capabilities within a technical or manufacturing environment
Additional Requirements:
- Must be able to obtain a U.S. security clearance (U.S. citizenship required)
- Ability to meet eligibility requirements for access to export-controlled information (ITAR/EAR)
- Employment authorization verification required
- Pre-employment background check and drug screening may apply
Equal Opportunity Statement:
The company is an equal opportunity employer committed to creating a diverse and inclusive workplace. All qualified applicants will receive consideration for employment without regard to protected characteristics under applicable federal, state, and local laws.
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