Customer Service Manager
About The Position
The Customer Service Manager leads the customer service team for ITW appliance component clients. This role is responsible for ensuring exceptional service delivery, including order management, issue resolution, communication with OEM customers, and coordinating internally with manufacturing, quality, supply chain, and logistics. The CSM is the "voice of the customer" within the organization and drives continuous improvements to service metrics, customer satisfaction, and operational efficiency.
Responsibilities
- Manage, mentor, and develop a team of customer service representatives/agents focused on OEM appliance component accounts.
- Establish performance goals, KPIs, and metrics; conduct regular performance reviews.
- Train staff in order management, system tools (ERP/CRM), product knowledge, OEM quality standards, and communication skills.
- Oversee order entry, review, processing, tracking, and fulfillment to ensure onâtime delivery and alignment with customer requirements.
- Handle complex and escalated issues or orders; act as escalation point for OEM customers.
- Maintain key account relationships; ensure customer expectations are clearly captured and met.
- Collaborate with Manufacturing/Production to communicate order schedules, lead times, new product introduction (NPI) demands, and priority shifts.
- Work with Quality to resolve product defects, nonconformances, and returns related to components.
- Coordinate with Supply Chain and Logistics to manage inventories, shipping, import/export, freight, and customs (if applicable).
- Serve as principal contact for OEM customers for service inquiries, delivery status, pricing, order changes, and complaints.
- Maintain proactive communication-status updates, delays, etc.-to OEM clients.
- Participate in customer reviews and meetings; gather feedback and ensure followâthrough.
- Define, monitor, and report metrics such as OnâTime Delivery (OTD), Order Accuracy, Lead Time, First Pass Yield of orders, Customer Satisfaction (CSAT), Returns/Defects, etc.
- Analyze data/trends to identify process gaps, inefficiencies, or recurring issues and drive corrective actions.
- Implement Lean/Six Sigma or other continuous improvement practices (if applicable).
- Ensure accurate usage of ERP and CRM systems; oversee new product introduction workflows and order processing in systems.
- Oversee EDI (electronic data interchange), if applicable for OEMs; ensure proper setâup, data integrity, and resolving mismatches.
- Maintain customer portals, dashboards or reporting tools for timely visibility of order status, forecasts, etc.
- Work with Sales / Product Management to understand forecasted demand from OEM customers; align production and inventory plan accordingly.
- Assist with new product launches-making sure customer requirements, pricing, quality, and delivery parameters are communicated and met.
- Manage escalations: delayed shipments, quality issues, supply interruptions.
- Identify business risks (e.g. supplier delays, capacity constraints) early and communicate up; propose mitigation plans.
- Ensure customer, regulatory, and OEMâspecific requirements are met (e.g., quality, safety, packaging, labeling).
- Adherence to company policies (pricing, credit, contracts).
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Industry
Transportation Equipment Manufacturing
Education Level
No Education Listed
Number of Employees
5,001-10,000 employees
