Customer Service Manager

Job Description

Job Summary

The Customer Service Manager leads the customer service team for ITW appliance component clients. This role is responsible for ensuring exceptional service delivery, including order management, issue resolution, communication with OEM customers, and coordinating internally with manufacturing, quality, supply chain, and logistics. The CSM is the “voice of the customer” within the organization and drives continuous improvements to service metrics, customer satisfaction, and operational efficiency.

Key Responsibilities

Team Leadership & Supervision

• Manage, mentor, and develop a team of customer service representatives/agents focused on OEM appliance component accounts.
• Establish performance goals, KPIs, and metrics; conduct regular performance reviews.
• Train staff in order management, system tools (ERP/CRM), product knowledge, OEM quality standards, and communication skills.
  
  

Order & Account Management

• Oversee order entry, review, processing, tracking, and fulfillment to ensure on‑time delivery and alignment with customer requirements.
• Handle complex and escalated issues or orders; act as escalation point for OEM customers.
• Maintain key account relationships; ensure customer expectations are clearly captured and met.
  
  

Cross‑Functional Coordination

• Collaborate with Manufacturing/Production to communicate order schedules, lead times, new product introduction (NPI) demands, and priority shifts.
• Work with Quality to resolve product defects, nonconformances, and returns related to components.
• Coordinate with Supply Chain and Logistics to manage inventories, shipping, import/export, freight, and customs (if applicable).
  
  

Customer Communication & Relationship Management

• Serve as principal contact for OEM customers for service inquiries, delivery status, pricing, order changes, and complaints.
• Maintain proactive communication—status updates, delays, etc.—to OEM clients.
• Participate in customer reviews and meetings; gather feedback and ensure follow‑through.
  
  

Process Improvement & Metrics

• Define, monitor, and report metrics such as On‑Time Delivery (OTD), Order Accuracy, Lead Time, First Pass Yield of orders, Customer Satisfaction (CSAT), Returns/Defects, etc.
• Analyze data/trends to identify process gaps, inefficiencies, or recurring issues and drive corrective actions.
• Implement Lean/Six Sigma or other continuous improvement practices (if applicable).
  
  

Systems & Tools

• Ensure accurate usage of ERP and CRM systems; oversee new product introduction workflows and order processing in systems.
• Oversee EDI (electronic data interchange), if applicable for OEMs; ensure proper set‑up, data integrity, and resolving mismatches.
• Maintain customer portals, dashboards or reporting tools for timely visibility of order status, forecasts, etc.
  
  

Forecasting & Planning

• Work with Sales / Product Management to understand forecasted demand from OEM customers; align production and inventory plan accordingly.
• Assist with new product launches—making sure customer requirements, pricing, quality, and delivery parameters are communicated and met.
  
  

Escalations & Risk Management

• Manage escalations: delayed shipments, quality issues, supply interruptions.
• Identify business risks (e.g. supplier delays, capacity constraints) early and communicate up; propose mitigation plans.
  
  

Compliance & Standards

• Ensure customer, regulatory, and OEM‐specific requirements are met (e.g., quality, safety, packaging, labeling).
• Adherence to company policies (pricing, credit, contracts).
  
  

Compensation Information

85k-100k

ITW is an equal opportunity employer. We value our colleagues’ unique perspectives, experiences and ideas and create workplaces where everyone can develop their careers and perform to their full potential.

As an equal employment opportunity employer, ITW is committed to equal employment opportunity and fair treatment for employees, beginning with the hiring process and continuing through all aspects of the employment relationship.

All qualified applicants will receive consideration for employment without regard to race, color, sex, gender identity, sexual orientation, religion, national origin, age, disability, protected Veteran status or any other characteristic protected by applicable federal, state, or local laws.