What are the responsibilities and job description for the Customer Service Manager position at Connect Search, LLC?
Our client in the manufacturing industry is seeking a Customer Service Manager to lead the customer support function and serve as a key liaison between customers, production, sales, and shipping The Customer Service Manager will oversee day-to-day service operations, ensure exceptional customer experiences, and help strengthen internal communication to support on-time delivery, product quality, and customer satisfaction.
Key Responsibilities
- Manage and lead a small customer service team, including hiring, coaching, training, and performance development.
- Serve as the primary escalation point for customer issues, ensuring timely and effective resolution.
- Develop and implement customer service standards, metrics, and best practices tailored to a manufacturing environment.
- Oversee order entry, changes, cancellations, and status updates to ensure accuracy and timely processing.
- Partner with production scheduling, purchasing, and shipping to resolve order delays, inventory issues, or lead-time challenges.
- Monitor open orders, backlogs, and fulfillment performance to ensure transparency and customer alignment.
- Build strong relationships with customers through proactive communication, responsiveness, and problem-solving.
- Provide product information, pricing support, and technical guidance as needed in collaboration with engineering and sales.
- Maintain clear documentation of customer interactions, service issues, and resolutions.
- Identify service gaps and opportunities to improve processes, tools, and communication across departments.
- Implement systems or workflows to strengthen accuracy in order handling, customer follow-up, and internal coordination.
- Partner with leadership to support continuous improvement initiatives, potentially including ERP enhancements or customer portals.
Qualifications
- 5–10 years of customer service experience, ideally within a manufacturing, distribution, or industrial environment.
- Prior experience supervising or managing customer service teams.
- Strong understanding of order management, production workflows, and supply chain.
- Bachelors Degree preferred
Salary : $90,000 - $110,000