Customer Service Manager
- Lead, mentor, and develop a customer service and sales administration team, providing coaching, direction, and performance management.
- Establish, monitor, and improve KPIs related to quoting, order entry, customer service, and overall team performance.
- Partner closely with Operations, Manufacturing, Quality, and Sales teams to resolve customer issues and improve order fulfillment.
- Drive process improvement initiatives and implement changes that enhance efficiency, customer experience, and departmental effectiveness.
- Review customer requirements, contracts, and purchase orders to ensure compliance and operational feasibility.
- Manage escalated customer concerns and work cross-functionally to resolve complex service, delivery, and invoicing issues.
- Oversee customer portals, supplier scorecards, and reporting metrics to maintain strong customer relationships and service levels.
- Support annual budgeting, resource planning, and strategic initiatives related to customer service operations.
- Bachelor's degree preferred.
- 7+ years of customer service, sales administration, or related leadership experience within a manufacturing environment.
- Previous experience managing and developing customer service or inside sales teams.
- Strong background working cross-functionally with operations, manufacturing, supply chain, and commercial teams.
- Demonstrated success driving process improvements, implementing KPIs, and improving operational efficiency.
- Excellent communication, problem-solving, and leadership skills.
- Experience supporting both domestic and international customers is preferred.
- Defense, aerospace, electronics manufacturing, or other highly regulated industry experience is strongly preferred.
- Ability to work on-site five days per week in the Hauppauge, NY area.
FAQs
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