Customer Service Leader: OEM & Distribution Ops

Kidde Fenwal Inc.; Ashland, Northern (MA, KY); Hybrid; USD 115,000 - 140,000; Full time

Job summary

KiddeFenwal is seeking a Customer Service Manager to lead the customer service team in Ashland, MA. You will oversee order management, customer-facing operations, and cross-functional collaboration to ensure an exceptional experience from order entry to delivery.

The role requires 7+ years in customer service with 3+ years of leadership, plus experience with ERP/CRM systems and OEM/distributor relationships.

Qualifications

• 7+ years in customer service, order management, or customer operations in a manufacturing environment.
• 3+ years of leadership experience.
• Experience supporting OEM customers, distributors, or complex B2B relationships.
• Experience with ERP/CRM systems such as SAP, Oracle, or Microsoft Dynamics.
• Strong leadership, communication, and problem-solving abilities.

Responsibilities

• Lead, coach, and develop the customer service team.
• Establish and monitor customer service KPIs and performance metrics.
• Drive a culture of responsiveness, accountability, and continuous improvement.
• Manage staffing, training, and employee development.
• Oversee order processing, backlog management, and delivery commitments.
• Coordinate with internal teams to resolve supply, delivery, and service issues.
• Partner with Sales, Planning, Supply Chain, Manufacturing, Engineering, and Quality teams to meet commitments.
• Utilize ERP and CRM systems to improve visibility, reporting, and workflow.

Skills

Leadership

Customer relationship management

Communication

Problem solving

Analytical thinking

Manufacturing knowledge

Supply chain awareness

Order fulfillment processes

Education

Bachelor's degree in Business or related field

Tools

SAP

Oracle

Microsoft Dynamics

CRM software

Job description

KiddeFenwal is seeking a Customer Service Manager to lead the customer service team in Ashland, MA. You will oversee order management, customer-facing operations, and cross-functional collaboration to ensure an exceptional experience from order entry to delivery.

The role requires 7+ years in customer service with 3+ years of leadership, plus experience with ERP/CRM systems and OEM/distributor relationships.