What are the responsibilities and job description for the Customer Service Manager position at Capstone Search Advisors?
We are seeking a results-driven Customer Service Manager to lead a team in a fast-paced manufacturing environment. This role is critical to building strong customer relationships, driving revenue through quoting and order management, and managing key accounts to ensure long-term growth and satisfaction. Success requires close collaboration with production, engineering, and supply chain teams to deliver accurate pricing, on-time delivery, and a world-class customer experience.
Key Responsibilities
- Lead, coach, and develop a team of professionals managing quotes, orders, and customer accounts
- Serve as the primary point of contact for strategic manufacturing customers and drive revenue growth within key accounts
- Build strong, long-term relationships with customers to understand their business needs, forecasts, and technical requirements
- Identify opportunities to expand business within existing accounts
- Manage the full inside sales cycle: RFQs, quoting, pricing, order entry, and follow-up
- Collaborate closely with production, engineering, and supply chain teams to ensure product specifications, availability, and delivery timelines meet customer expectations
- Work with outside sales on account strategies, pricing agreements, and customer visits as needed
- Monitor sales pipeline, order backlog, and flow to ensure alignment with production capacity
- Analyze account performance, sales metrics, and margin trends to drive profitability and retention
- Maintain accurate CRM and ERP records for forecasts, order status, and account activity
- Standardize quoting processes, pricing strategies, and sales procedures to improve efficiency and consistency
- Resolve escalated customer issues related to orders, delivery, or product specifications
- Recruit, train, and onboard new inside sales team members
- Support additional projects and initiatives as needed
Qualifications
- Bachelor’s degree in Business, Engineering, or a related field (or equivalent experience)
- 5 years of customer service experience in a manufacturing environment
- 2 years of leadership or supervisory experience
- Proven track record managing and growing key customer accounts
- Strong understanding of manufacturing processes, production planning, and supply chain operations
- Experience with ERP systems and CRM platforms
- Ability to read and interpret technical drawings, product specifications, or configurations (preferred)