What are the responsibilities and job description for the Customer Service Manager position at C.E. Smith Company, Inc.?
Job Description: Customer Service Manager
Position Overview
We are seeking an experienced, proactive, and relationship-driven Customer Service Manager to lead our OEM Customer Service operations. In this role, you will oversee day-to-day client relations, order management, and service operations for a select group of accounts.
You will act as the key liaison between our customers, sales reps, engineering, and production teams to ensure smooth order execution, clear communication on program requirements, and long-term customer satisfaction.
Key Responsibilities
Account & Client Relationship Management
- Serve as the primary operational point of contact for key B2B accounts.
- Build and maintain strong ongoing relationships with buyer teams, purchasing managers, and plant coordinators.
- Manage customer-specific programs, terms, and proprietary products.
Order Management & Logistics Coordination
- Oversee purchase order intake, PO acceptance, deposit verification, and order releases across customer accounts.
- Coordinate lead-time expectations, sample orders, and multi-part releases with production and shipping departments.
- Track open orders, manage production schedules against customer delivery dates, and resolve delays proactively.
Team Leadership & Operations
- Manage, mentor, and guide the internal customer service team handling OEM inquiries, order entry, and claims.
- Establish clear workflows, response-time standards, and communication protocols for key account management.
- Handle account escalations, product issues, return authorizations, and delivery discrepancies efficiently.
Cross-Functional Collaboration
- Partner closely with Sales, Engineering, Quality, and Production teams to support product releases and client requirements.
- Communicate technical and program specifications clearly across internal departments and external accounts.
- Provide operations and materials planning teams with account forecasting to assist with inventory and workflow scheduling.
What We're Looking For
- High school diploma required
- Bachelor's degree or 3–5 years of experience in inside sales, customer service, account management, or a related role
- Experience in a manufacturing, industrial, or distribution environment strongly preferred
- Comfortable reading basic specs, quotes, or purchase orders (technical/mechanical aptitude a plus)
- Strong communication skills
- Proficiency with CRM or ERP systems (e.g., Salesforce, NetSuite, Epicor, SAP) and Microsoft Office/Excel
- Highly organized, able to juggle multiple accounts and priorities without dropping details
- A team player who works well with production, quality, and shipping departments
What We Offer
- Competitive salary
- Health/dental/vision insurance
- 401(k) with company match
- PTO/holiday schedule
About CE Smith Company
- As a 3rd-generation family-owned company, CE Smith combines decades of metal fabrication expertise with high-precision manufacturing to deliver top-tier products for OEM partners, commercial accounts, and marine enthusiasts. Operating out of our expansive facilities, we offer full-service contract manufacturing—from precision stampings to complex assemblies. We are also an industry leader in commercial trailer components and premier marine hardware, including our flagship rod holder product lines. As our OEM and contract programs expand, we remain committed to quality and American manufacturing excellence.