Customer Service Manager

The Timken Company • Norton Shores, MI

4d

About The Position

Rollon by Timken is seeking an experienced, technically savvy, hands-on Customer Service Manager to lead its Customer Service and Order Management functions. The manager will oversee customer support and order fulfillment operations, develop a team of customer service professionals, and connect customers with internal teams including Engineering, Production, Quality, and Supply Chain. The role supports OEM customers, system integrators, and distribution partners and aims to improve customer satisfaction, operational performance, and business growth.

Requirements

• Bachelor’s degree in Business Administration, Mechanical/Electrical Engineering, or equivalent technical or industry experience.
• Experienced people manager with a high level of motivation of the team.
• Experience with internal sales and/or interest in moving the team forward to selling.

Nice To Haves

• 3–5+ years of customer service management experience within industrial automation, manufacturing, robotics, or a highly technical engineered-product field.
• Solid understanding of linear motion components, actuators, gearboxes, PLCs, or related automated machinery.

Responsibilities

• Recruit, train, and mentor technical Customer Service Representatives and field service coordinators.
• Oversee the end-to-end order lifecycle for complex engineered motion control products, from quote through delivery.
• Assist customers with basic pre-sales inquiries, product selection, and post-sales technical troubleshooting.
• Coordinate with mechanical and electrical engineers, production scheduling, and inventory teams to meet project deadlines.
• Act as the primary escalation point for delivery delays, product defects, and warranty issues, ensuring timely and diplomatic resolution.
• Establish and monitor KPIs, including On-Time-In-Full delivery, response times, and customer satisfaction, and present performance reports to upper management.
• Identify root causes of recurring customer issues and work with operations and quality teams on process improvements to prevent future defects.

Benefits

• Health insurance
• Dental insurance
• Vision insurance
• Life insurance
• Disability insurance
• Vacation time
• 10 paid holidays per year
• Sick time
• Tuition reimbursement
• 401(k) with company match

What This Job Offers

• Job Type: Full-time
• Career Level: Manager