Customer Service Manager (Candidate Identified)
About The Position
The Customer Service Manager leads, coaches, and develops the Customer Service team, establishing KPIs and fostering a customer-focused culture aligned with safety and operational priorities. The role oversees order entry, validation, and execution, ensuring customer commitments align with production schedules, inventory strategy, and transportation capacity while maintaining order accuracy and on-time delivery. The manager partners with Sales and Planning to manage demand changes, prioritize orders, and make allocation decisions during constrained supply conditions. As an escalation point for key customers, the role maintains strong relationships and provides proactive communication about order status, delays, and issues. Working closely with Production, Scheduling, Logistics, and Sales, the manager aligns customer needs with operational constraints and participates in planning discussions. The position leads responses to service disruptions—including production issues, transportation delays, and quality concerns—and communicates impacts, recovery plans, and timelines to customers. It also establishes communication standards and escalation protocols, partners on inventory health and fulfillment decisions, coordinates with Logistics to resolve shipping constraints across truck, rail, and intermodal channels, and drives continuous improvement using data and metrics.
Responsibilities
- Lead, coach, and develop the Customer Service team; establish KPIs and foster a customer-focused culture aligned with safety and operational priorities.
- Oversee order entry, validation, and execution, aligning customer commitments with production schedules, inventory strategy, and transportation capacity.
- Maintain high standards for order accuracy and on-time delivery.
- Partner with Sales and Planning to manage demand changes, order prioritization, and allocation decisions during constrained supply conditions.
- Serve as an escalation point for key customers and maintain proactive communication about order status, delays, and issues.
- Collaborate with Production, Scheduling, Logistics, and Sales to align priorities and execution; represent customer needs in planning discussions.
- Lead responses to service disruptions, including production issues, transportation delays, and quality concerns, and communicate impacts, recovery plans, and timelines to customers.
- Establish consistent communication standards and escalation protocols for customer-impacting events.
- Partner in managing inventory health, including slow-moving or at-risk inventory, while balancing service responsiveness with cost-effective inventory decisions.
- Work with Logistics to resolve shipping constraints and support timely delivery across truck, rail, and intermodal channels.
- Identify and implement improvements in order processing, communication, and fulfillment performance using data and metrics.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
