Overview:

Leads customer service operations and collaborates cross-functionally with Sales, Engineering, Manufacturing, and Supply Chain to deliver effective solutions, support growth, and ensure high levels of customer satisfaction.

Key Responsibilities:

• Manage and develop the customer service team to meet performance and service goals
• Support the sales team throughout the customer lifecycle and sales process
• Oversee major accounts, ensuring service levels, production scheduling, and delivery requirements are met
• Lead sales forecasting and maintain accurate customer and sales data
• Serve as a key point of contact for resolving complex customer issues
• Ensure timely access to pricing, agreements, and customer documentation
• Establish clear team structure, responsibilities, and performance expectations
• Train, coach, and evaluate staff; manage scheduling, attendance, and performance
• Partner with HR on hiring, employee relations, and team development
• Participate in cross-functional meetings and drive process improvements
• Maintain compliance with safety policies and procedures

Qualifications:

• Prior experience supervising a customer service team
• Strong leadership, coaching, and team development skills
• Experience in a fast-paced, manufacturing environment preferred
• Familiarity with ERP/MRP systems is a plus
• Proficiency in Microsoft Office (Excel, Outlook, Teams)
• Excellent communication, organization, and problem-solving skills
• Strong attention to detail and ability to manage shifting priorities

Work Environment:

• Office and manufacturing setting
• Extended computer use with occasional exposure to noise, dust, and fumes