Industrial Customer Service Manager

Due to the nature of our business and a heavy industrial market, Bodycote deems this position to be safety sensitive.

Summary: The Customer Service Manager is responsible for translating customer demand into an executable production and delivery plan while balancing customer requirements, available capacity, machine utilization, and operational priorities. This role serves as a key link between customers and operations, with accountability for reliable delivery and effective utilization of available resources. The position works with minimal supervision and within established guidelines as set by the Customer Supply Chain Manager.

Essential Job Functions (Duties and Responsibilities): The primary duties consist of, but are not limited to the following:

• Review customer demand, forecasts, orders, and changing requirements to establish priorities and delivery commitments.
• Interface directly with customers and internal stakeholders to communicate schedules, resolve constraints, and manage delivery expectations.
• Develop and maintain production schedules that align customer demand with available capacity, materials, equipment, and labor.
• Leverages production department's reporting and analysis of capacity, machine utilization, bottlenecks, and constraints to identify risks and opportunities for improved delivery performance.
• Balance customer priorities and delivery commitments against operational capacity, making recommendations when demand exceeds available resources.
• Monitor schedule adherence, on-time delivery, and other key planning and customer service metrics.
• Proactively identify potential delivery risks and coordinate corrective actions across Customer Service, Production, Engineering, Maintenance, and Supply Chain.
• Continuously evaluate planning processes and capacity / resource utilization metrics to improve business responsiveness and customer service.
• Provide leadership with visibility into demand, capacity, utilization, delivery risks, and future resource requirements in conjunction with production leadership.
• Drive accountability for execution of the agreed production and delivery plan.
• Takes an active role and provides full support implementing and promoting the site 6S initiatives, taking full ownership of his/her area(s) of responsibility and driving compliance to established standards.
• Performs other duties as dictated by position or required by the Customer Supply Chain Manager.
• Must have the ability to report for work on time, follow directions, interact effectively with co-workers, understand, and follow rules and procedures and accept constructive criticism.
• May have access to proprietary and third-party information necessary to the business and as such will perform duties in an ethical and professional manner.

Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Bachelor's degree in Supply Chain Management, Operations Management, Industrial Engineering, Business, or a related field.

• An equivalent combination of education and substantial relevant manufacturing/planning experience may be considered in lieu of a bachelor's degree.

• 5+ years of progressive experience in manufacturing, production planning, supply chain, scheduling, customer service, or operations.

• Demonstrated experience in production planning and scheduling, including balancing customer demand with available manufacturing capacity.

• Demonstrated experience with capacity planning, resource utilization, and identifying production constraints or bottlenecks.

• Experience working directly with customers or customer-facing teams to establish delivery commitments, communicate changes, and resolve delivery issues.

• Experience using ERP/MRP systems to support demand planning, production scheduling, order management, and capacity analysis.

• Demonstrated experience using Excel and data analysis to evaluate demand, capacity, utilization, performance, and scheduling scenarios.

• At least 2 years of leadership experience, either through direct people management or significant cross-functional leadership.

• Language Skills: Must be able to communicate effectively, both orally and in writing.

• Requires effective communication skills for interfacing with top management levels, shop supervision and customers.

• Requires ability to instill confidence in customers through understanding of needs and maintain a high level of credibility.

• Knowledge of computer applications is required.

• Must be tactful, diplomatic, and patient when handling customer complaints.

• Must have the ability to report for work on time, follow directions, interact effectively with co-workers, understand, and follow rules and procedures and accept constructive criticism.

• Must demonstrate the ability to read, write and communicate the English language.

• May have access to compensation information of other employees or applicants in this role and as such cannot disclose the pay of other employees or applicants to other individuals.

• Detail-oriented and goal-driven customer service professional possessing exceptional communication, leadership, and organizational skills.

• Must demonstrate the ability to streamline operation that increase efficiency and company profit.

• Passion for winning.

Physical & Mental Demands: The following physical and mental demands consist of but are not limited to the following.

• Must be able to work in a sitting position for extended periods of time (at desk, while driving, and/or on airplane travel) in an office/industrial environment.
• Manual dexterity to perform data entry functions.
• Ability to bend, pull, stoop, and reach to perform functions.
• Ability to lift 25-30 lbs.
• May be exposed to heat, fumes, noise, and humidity, etc.
• Must have the cognitive and mental capacity to perform essential job functions.
• Must be able to communicate effectively orally and in writing.
• Visual acuity to read documents, computer screens, files, etc.
• Ability to hear in person and via phone.

The statements herein are intended to describe the general nature and levels of the work performed by employees, but are not a complete list of responsibilities, duties, and skills required of personnel so classified. Furthermore, the job description does not constitute a written or implied contract for employment. Bodycote reserves the right to revise or change job duties and responsibilities as the need arises.

Bodycote is an Equal Opportunity Employer and does not discriminate against current and prospective employees based on race, religious creed, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, age for individuals over forty years of age, military and veteran status, sexual orientation, or any other basis protected by applicable federal, state and local laws.

The statements herein are intended to describe the general nature and levels of the work performed by employees, but are not a complete list of responsibilities, duties, and skills required of personnel so classified.  Furthermore, the job description does not constitute a written or implied contract for employment.  Bodycote reserves the right to revise or change job duties and responsibilities as the need arises.

Bodycote has a longstanding commitment to provide a safe, quality-oriented, and productive work environment and for these reasons, all applicants in the United States who receive a conditional offer of employment must undergo a drug screen before employment begins.

Bodycote is an Equal Opportunity Employer and does not discriminate against current and prospective employees based on race, religious creed, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, age for individuals over forty years of age, military and veteran status, sexual orientation, or any other basis protected by applicable federal, state and local laws.