Manufacturing Customer Support Manager

Position Overview:

Key Responsibilities:

• Oversee daily customer service and account management operations.
• Manage order entry, order updates, delivery schedules, and customer requests.
• Coordinate with production, planning, shipping, quality, and sales departments.
• Ensure customers receive accurate information regarding inventory, lead times, and order status.
• Monitor customer portals, EDI transactions, and required documentation.
• Review backlog, forecasts, revenue, profitability, and customer trends.
• Handle escalated customer concerns and coordinate timely resolutions.
• Build and maintain strong relationships with key customer accounts.
• Supervise, train, coach, and evaluate Account Managers.
• Establish team goals and track performance using measurable KPIs.
• Develop SOPs, work instructions, and employee training materials.
• Identify workflow issues and implement improvements to reduce errors and delays.
• Support ISO 9001 and internal Quality Management System requirements.
• Track on-time delivery, response time, order accuracy, and customer satisfaction.
• Prepare weekly and monthly reports for company leadership.
• Participate in customer reviews, corrective actions, and continuous improvement initiatives.

Required Qualifications:

• Five or more years of customer service experience in manufacturing or an industrial setting.
• At least two years of leadership or supervisory experience.
• Knowledge of order management, production processes, inventory, and logistics.
• Experience using an ERP/MRP system such as SAP, Oracle, Epicor, or JobBOSS.
• Strong communication, leadership, conflict-resolution, and problem-solving skills.
• Ability to manage competing priorities in a fast-paced environment.
• Proficiency with basic computer programs and performance reporting.

Preferred Qualifications:

• Experience with ISO 9001 or another Quality Management System.
• Background in machining, fabrication, assembly, or custom manufacturing.
• Familiarity with EDI orders and customer portals.
• Lean manufacturing or continuous improvement experience.

Working Conditions:

• Office-based position within a manufacturing facility.
• Regular interaction with production, engineering, quality, shipping, and logistics teams.
• Occasional customer visits or vendor meetings may be required.

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