Customer Service Manager

Aston Carter•Chardon, OH

3d•$100,000 - $115,000•Onsite

About The Position

The Customer Service Manager leads daily sales operations, ensuring accurate order execution, proactive communication, and high levels of customer satisfaction. This role is accountable for managing and developing a team of sales representatives, aligning their efforts with production capabilities, commercial priorities, and customer commitments. The Customer Service Manager serves as a primary liaison between Sales, Operations, and customers, driving disciplined execution, issue resolution, and continuous improvement in service performance.

Requirements

Ambitious with a desire to advance within the company.
Ability to work over 40 hours a week as needed.
Fast-paced and decisive with a positive attitude.
Strong background in Excel, financial reporting, order entry, and ERP systems.
Bachelor’s degree or equivalent work experience.
3-5 years of relevant experience.

Nice To Haves

background in aerospace or manufacturing is ideal.

Responsibilities

Direct day-to-day customer order execution, ensuring accurate order entry and clear customer commitments.
Manage and develop sales representatives through clear expectations, coaching, and performance feedback.
Own relationships with key accounts and serve as an escalation point for service, delivery, and commercial issues.
Partner with Operations, Supply Chain, and Finance to align customer commitments with manufacturing capacity and business priorities.
Oversee pricing, quotations, order entry, and warranty or service claims to ensure accuracy, compliance, and margin discipline.
Ensure team knowledge of products, services, policies, and procedures.
Support new business development and customer onboarding as required.
Ensure all activities comply with applicable laws, regulations, and company policies.
Promote ethical conduct, professionalism, and accountability in all customer and internal interactions.
Ensure the necessary resources and tools are available for quality customer service delivery.
Review customer complaints and track their resolution.
Handle complex and escalated customer service issues.
Identify and implement strategies to improve service quality, productivity, and profitability.
Identify and address staff training and coaching needs.
Perform customer and internal duties as required.
Complete monthly reports on customer service activities.