Customer Service Leader - Fire Protection & Controls

Kidde-Fenwal LLC; Ashland (MA); On-site; USD 115,000 - 140,000; Full time

Job summary

KiddeFenwal, a global leader in fire protection and life safety, is seeking a Customer Service Manager to lead the customer service team supporting Fire Suppression and Controls. You will oversee customer support, order management, and customer-facing operations from order entry through delivery.

In this role you will collaborate with Sales, Supply Chain, Operations, Engineering, Quality, Finance, and Logistics to meet customer expectations, resolve issues, and drive continuous improvement.

Qualifications

• 7+ years of customer service or operations experience in manufacturing.
• Experience leading teams and developing talent.
• Experience with ERP/CRM systems (SAP, Oracle, Microsoft Dynamics, or similar).

Responsibilities

• Lead, coach, and develop the customer service team.
• Oversee order processing and backlog management.
• Manage customer relationships with OEMs, distributors, and strategic accounts.
• Collaborate with cross-functional teams to meet delivery commitments.
• Monitor KPIs and drive continuous improvement.

Skills

Leadership

Team management

Customer service

Communication

Analytical thinking

Conflict resolution

Education

Bachelor's degree in Business, Supply Chain, Operations, or related field

Tools

ERP systems (SAP/Oracle/MS Dynamics)

CRM systems

Microsoft Office

Job description

KiddeFenwal, a global leader in fire protection and life safety, is seeking a Customer Service Manager to lead the customer service team supporting Fire Suppression and Controls. You will oversee customer support, order management, and customer-facing operations from order entry through delivery.

In this role you will collaborate with Sales, Supply Chain, Operations, Engineering, Quality, Finance, and Logistics to meet customer expectations, resolve issues, and drive continuous improvement.