Customer Service Manager

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)