Customer Service Manager-Concord-North Carolina

Kanthal•Concord, CA

About The Position

Kanthal, part of the Alleima Group, is a world-leading brand for products and services in industrial heating technology and resistance Material. In this exciting role, you will be part of a new team built from scratch, combining deep internal expertise with fresh external perspectives to meet evolving business needs. As Sales Customer Service Manager , you will lead and support customer service operations while collaborating closely with the sales team to drive performance and satisfaction.

Requirements

A bachelor’s degree in business, communications, or a related field
5+ years of experience in customer service or sales support, preferably in industrial or technical sectors
Experience managing teams and improving operational processes
Fluency in English
Strong interpersonal, problem-solving, organizational, leadership, and communication skills

Nice To Haves

Additional languages are a plus

Responsibilities

Provide post-sale customer service via phone and E-Mail, handling high volumes of general inquiries (e.g., billing, suggestions, complaints)
Support the sales team in achieving objectives and improving efficiency and customer satisfaction
Manage escalations of unresolved customer inquiries and share market intelligence with product and sales teams
Plan, direct, supervise, and evaluate workflow, recommending operational improvements
Make hiring decisions and conduct performance appraisals
Ensure the customer service team operates effectively and meets sales and profitability targets
Maintain compliance with local legislative frameworks