Customer Service Manager

Surge Staffing•Killbuck, OH

4d•Onsite

About The Position

We are seeking an experienced and customer-focused Customer Service Manager to oversee customer service operations and ensure a high level of customer satisfaction throughout the production and distribution process. This role serves as the primary liaison between customers and internal teams, handling inquiries, resolving issues, and ensuring accurate and timely order fulfillment. The ideal candidate will have strong leadership abilities, ERP experience, and the ability to thrive in a fast-paced manufacturing environment.

Requirements

Excellent verbal and written communication skills
Strong organizational, problem-solving, and multitasking abilities
Ability to prioritize tasks and manage time effectively in a fast-paced environment
Proficient in Microsoft Office applications including Excel, Outlook, and Word
Experience working with ERP systems required
Ability to communicate effectively with customers, production teams, and internal departments

Nice To Haves

Associate degree in a business-related field or equivalent customer service experience preferred
Minimum of 5 years of customer service-related experience preferred
Previous leadership or supervisory experience preferred
Manufacturing industry experience preferred; rubber industry knowledge is a plus
Ability to travel occasionally, up to 25%

Responsibilities

Serve as the primary contact for customer inquiries related to billing, products, services, orders, and general concerns
Manage accurate and efficient customer order entry processes
Maintain professionalism and build positive customer relationships at all times
Support business growth by identifying opportunities to promote products and services
Utilize ERP systems to enter orders, create jobs, and track customer orders
Coordinate with production scheduling and management to support production plans and delivery timelines
Monitor open orders to ensure on-time delivery and communicate recovery plans when delays occur
Troubleshoot delivery and scheduling issues while collaborating with production and planning teams
Create packing slips, bills of lading, and coordinate outbound shipments and transportation
Generate ASN documentation as required by customers
Enter and update blanket order releases
Provide leadership, guidance, and training to customer service team members
Prepare weekly and monthly reports related to shipping, backlog, and sales activity
Analyze reporting data and provide explanations as requested by management
Maintain a 95% or higher on-time delivery performance
Ensure prompt, professional, and friendly customer service across the department
Escalate difficult customer or operational issues to management when necessary
Perform additional duties as assigned