Customer Service Manager

Exalta Group•Bonita Springs, FL

28d

About The Position

The Customer Service Manager manages the operational performance of assigned customer accounts and serves as the primary liaison between customers and internal teams, including Planning, Supply Chain, Operations, Quality, and Commercial leadership. The role owns order fulfillment strategy, forecasting alignment, service performance, and operational issue resolution. It requires independent judgment and discretion to evaluate customer requirements, assess operational risks, develop recommendations, prioritize business needs, and lead cross-functional solutions supporting customer commitments and business objectives. The position oversees customer order execution and data integrity in Epicor ERP; monitors open orders, backlog, inventory availability, and delivery performance; manages escalations; and provides customer performance reporting and recommendations to leadership. It also supports process improvement, ERP enhancements, workflow improvements, reporting automation, customer onboarding, and new product introductions. Activities must comply with FDA regulations, ISO 13485, ISO 9001, company policies, and applicable quality-system requirements, while maintaining confidentiality and accuracy of customer and company information.

Requirements

Bachelor's degree in Business, Supply Chain Management, Operations, Engineering, or a related field.
At least 5 years of experience in customer service, commercial operations, supply chain, account management, or related business functions.
Manufacturing experience required.
Strong business judgment and decision-making skills.
Ability to exercise independent judgment and discretion on operational matters.
Knowledge of customer service, order management, and supply chain processes.
Strong analytical, problem-solving, and organizational skills.
Excellent written and verbal communication abilities.
Ability to influence and collaborate across multiple functions.
Advanced proficiency in Microsoft Excel and business reporting tools.

Nice To Haves

Medical device or other regulated industry experience.
Experience with ERP systems and customer order management.
Epicor ERP experience.
Power BI experience.

Responsibilities

Serve as the primary operational contact for assigned customer accounts.
Build and maintain customer relationships through proactive communication and operational support.
Lead customer review meetings, open-order discussions, and business update calls.
Evaluate customer requirements and operational constraints to determine actions and priorities.
Develop communication plans for delivery delays, supply constraints, and recovery efforts.
Manage customer escalations and ensure timely resolution of operational issues.
Oversee customer order execution and data integrity within Epicor ERP.
Monitor open orders, backlog, inventory availability, and delivery performance.
Identify fulfillment risks and coordinate corrective actions with internal stakeholders.
Ensure accurate reporting of customer commitments and operational performance.
Support new product introductions and customer onboarding activities.
Analyze customer performance data, including On-Time Delivery (OTD), Fill Rate, Forecast Accuracy, Backorder Performance, and Open Order Health.
Prepare customer performance reviews and operational reports.
Identify trends, opportunities, and risks, and present recommendations to leadership.
Use ERP, Excel, and reporting tools to support data-driven decisions.
Identify opportunities to improve customer service, reporting, and order management processes.
Support ERP enhancements, workflow improvements, and reporting automation initiatives.
Lead or participate in cross-functional process improvement projects.
Promote best practices that improve customer satisfaction and operational performance.
Ensure activities comply with FDA regulations, ISO 13485, ISO 9001, company policies, and applicable quality-system requirements.
Maintain confidentiality and accuracy of customer and company information.