Customer Service Manager Jobs

About The Position

Requirements

• Bachelor's degree in Business Administration, Supply Chain Management, Marketing, or a related field; equivalent combination of education and relevant experience may be considered.
• 5+ years of progressive experience in customer service, inside sales, account management, or order management.
• Experience using ERP systems (e.g., Visual ERP) and CRM software to manage customer orders, quotations, and account information.
• Experience managing customer complaints, issue resolution, and customer satisfaction initiatives.
• Strong proficiency with Microsoft Office Suite, particularly Excel, Word, and PowerPoint.
• Ability to analyze customer service metrics and prepare reports for leadership.
• Ability to obtain and maintain any required government or customer facility access, if applicable.

Nice To Haves

• Prior experience supporting U.S. Government, Department of Defense (DoD), or military customers.
• Experience working within an ISO 9001 or other quality management system.
• Previous leadership or supervisory experience, including leading teams or coordinating cross-functional initiatives.
• Experience supporting sales operations, forecasting, and customer account management.
• Knowledge of government contracting or defense industry business practices.
• Experience implementing process improvements and customer service best practices.

Responsibilities

• Lead the day-to-day customer service function, ensuring exceptional support for defense, government, and commercial customers while maintaining high levels of customer satisfaction.
• Oversee customer quotations, order processing, returns, and customer communications to ensure accuracy, responsiveness, and timely fulfillment.
• Partner with Business Development, Sales, Program Management, Operations, and other cross-functional teams to align priorities, resolve issues, and support business objectives.
• Develop and maintain strong customer relationships by serving as a key point of contact for escalated issues and ensuring timely resolution.
• Establish, monitor, and report customer service key performance indicators (KPIs), providing recommendations to improve service levels, operational efficiency, and customer satisfaction.
• Manage the customer complaint process, ensuring investigations and documentation are completed in accordance with ISO quality management procedures.
• Oversee the administration, documentation, and analysis of annual customer satisfaction surveys, identifying opportunities for continuous improvement.
• Support assigned customer accounts by managing forecasting, quotations, order management, and ongoing sales support activities.
• Ensure the accuracy and integrity of customer, sales, and order information maintained within ERP, CRM, and other business systems.
• Drive continuous improvement initiatives by evaluating customer service processes, identifying opportunities to increase efficiency, and implementing best practices.
• Collaborate with leadership to support strategic business initiatives, customer retention, and revenue growth.

Benefits

• Generous Time Off – 3+ weeks of paid time off, plus 11 paid holidays
• Comprehensive Benefits – Medical, dental, and vision coverage for employees and dependents at a discounted rate
• Financial & Career Growth – Life insurance, short-term disability, educational reimbursement, flexible spending accounts, and an employee stock purchase plan
• 401(k) Matching – 100% match at a 6% contribution level