CUSTOMER SERVICE MANAGER

Position Summary

The Customer Service Manager is responsible for leading the customer service and order management function for a growing manufacturing company. This position serves as a key link between customers and internal operations, ensuring customer orders are processed accurately, commitments are clearly communicated, and customer issues are resolved quickly and professionally.

The Customer Service Manager works closely with Sales, Production, Planning, Purchasing, Shipping, Quality, Finance, Engineering, and Operations to ensure seamless order execution and a high level of customer satisfaction. This role requires a strong customer focus, excellent communication and organizational skills, and the ability to manage competing priorities in a fast-paced manufacturing environment.

The successful candidate will be a hands-on manager who is comfortable working directly with customers and employees while also driving continuous improvements in customer service processes and overall operational performance. This individual will lead by example, effectively balance day-to-day customer needs with longer-term process improvements, and collaborate across departments to improve efficiency, accountability, and customer satisfaction.

Duties and Responsibilities

• Manage daily customer service activities and workload while directly supervising one Customer Service Representative, providing guidance, support, coaching, and performance feedback to ensure timely and effective customer support.
• Oversee the customer order process from initial order entry through shipment, ensuring orders are entered accurately and customer requirements are clearly documented.
• Review customer orders for pricing, quantities, specifications, delivery requirements, and special instructions to ensure order accuracy and compliance.
• Communicate order status, lead times, and delivery commitments in a timely, professional, and customer-focused manner.
• Communicate schedule changes and delays to customers and coordinate customer-requested order changes, expedites, cancellations, and rescheduling requests.
• Work closely with Production, Planning, Purchasing, Quality, and Shipping departments to meet customer commitments and resolve order-related issues.
• Participate in production scheduling and operational planning meetings.
• Serve as the primary point of escalation for customer concerns, delivery issues, order changes, and service-related problems.
• Monitor customer order backlog, on-time delivery performance, customer requests, and other key performance indicators.
• Prepare and distribute customer service, order status, backlog, and performance reports for management.
• Identify opportunities for process improvements that increase order accuracy, reduce response times, and improve the overall customer experience.
• Foster strong cross-functional relationships and promote a customer-focused culture throughout the organization.
• Support continuous improvement initiatives that enhance operational efficiency and customer satisfaction.
• Adhere to all safety rules and safe work practices.
• Perform other duties as assigned.

Education Requirements

• Associate's degree required; Bachelor's degree preferred in Business Administration, Supply Chain Management, Sales, Operations Management, or a related field; equivalent experience may be considered in lieu of formal education.

Work Experience

• Minimum 5 years of customer service, order management, account management, inside sales, or related experience in a manufacturing environment.
• Minimum 2 years of supervisory or management experience.
• Experience working with ERP systems, production schedules, and customer order fulfillment processes.
• Experience supporting cross-functional teams in a manufacturing environment preferred.

Travel Requirements

• Limited travel may be required for customer visits, training, meetings, and other business-related activities.

Physical Requirements

• Ability to perform work in an office environment with occasional visits to manufacturing and warehouse areas.
• Regular use of computers, telephones, and other standard office equipment.
• Ability to sit, stand, walk, and communicate effectively throughout the workday.
• Ability to occasionally lift and/or move up to 25 pounds.

Knowledge, Skills, and Abilities

• Strong understanding of manufacturing operations, production scheduling, and order fulfillment processes.
• Excellent customer service, interpersonal, and relationship management skills.
• Strong written and verbal communication skills.
• Strong organizational skills with the ability to manage multiple priorities and deadlines.
• Strong attention to detail and commitment to follow-through.
• Advanced proficiency in Microsoft Excel and other Microsoft Office applications.
• Ability to analyze data, prepare reports, and identify trends and improvement opportunities.
• Ability to solve problems, make decisions, and manage customer issues effectively.
• Strong leadership, coaching, and team development skills.
• Ability to work collaboratively across all levels and functions within the organization.

Work Environment

• Primarily office environment with regular interaction in manufacturing and warehouse areas.
• Frequent communication with customers, suppliers, and internal departments.
• Fast-paced environment requiring the ability to manage changing priorities and customer demands.
• Personal protective equipment (PPE) may be required when entering designated production areas.
• Noise levels may vary depending on work location and production activities.

Equal Employment Opportunity

Tex Tech provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.